Patient Services Representative

Job Description

The Patient Services Representative provides a positive face-to-face patient registration experience, including check-in and check-out support. This role is adaptive to the needs of the front and back of the clinic. The position is responsible for greeting patients, verifying insurance, electronically filing documentation into the EMR, collecting co-payments, and answering phone calls. The position will assist both scheduled and non-scheduled walk-in patients and is charged with creating a positive experience and introduction to the patient visit.

• Greeting patients with joy and in a professional manner both in person and on the phone
• Answer phone calls in a timely manner, returning or triaging calls in timeline set by NOVUS Health policy.
• Optimize patient interaction that enhances the patient check-in and check-out processes.
• Maintain a positive attitude with patients and co-workers as the organization's front face.

• Perform tasks within the electronic medical record including checking patient in and out and verifying essential information and documenting all interactions/encounters in the electronic medical record system. (EMR)
• Answer phones in timely manner and route calls to appropriate staff.
• Verify and record patient insurance information, assisting with calls prior to appointments for insurance that is not verified.
• Receive and record changes in patient information in our EMR.
• Verify and update patients' medical history, insurance information, and collect copays upon check in.
• Maintain tracking of co-payments and prepare for transfer deposits.
• Assist with completing encounters, triage patient calls & consult with multiple providers.
• Ensure patients e-sign required documentation at all visits and scan required data (i.e., insurance,) as needed and required.
• Maintain accuracy when scheduling appointments by confirming the correct form, rendering provider, visit type, and necessary clinical information are entered into the EMR.
• Assist patients as needed with Kiosk check-in.
• Regularly update the Supervisor on operational successes and any barriers impacting workflow.

• Maintain office inventory and equipment by anticipating supply needs and expediting supply orders.
• Prepare and distribute correspondence, including memos, letters, faxes, and forms.
• Assist walk-in patients with kiosk registration.
• Route phone messages to the appropriate staff or care team promptly and accurately. Complete all return calls within 24 hours or less.
• Attend and actively participate in required meetings.
• Perform other duties as assigned.

• An associate degree, certificate completion or higher educational work with a minimum of three or more years of experience in front office clinical or healthcare setting.
• Direct work with electronic medical records (EMR), preferably with eClinical.
• Years of direct services in a clinical setting may be substituted for education.
• Excellent knowledge of healthcare administration and patient care processes.
• Effective communication, interpersonal and customer service skills.
• Proficiency in electronic medical records systems.
• Basic understanding of medical terminology and healthcare regulations.
• Ability to critically process information.

Candidates should be aware of NOVUS Health’s strong commitment to diversity and inclusion. With a focus on providing trauma informed, holistic health we expect all staff to meet patients, community partners, and co-workers with respect and dignity. We challenge each other to acknowledge biases that exist in healthcare, including racial, gender, gender identity, sexual orientation, ethnicity, and/or personal beliefs. We look for ways to eliminate these biases at all points of services and care.

Together as a team member of NOVUS, we will begin to break down barriers, build access, and create healthier communities.