Patient Service Representative; PSR Clinic - Cardiology

Major Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team; prevents creation of duplicate records; ensures patient safety by using identifiers prior to care.
• Checks in and registers patients; obtains and verifies demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities; maintaining confidentiality per HIPAA guidelines.
• Knows insurance basics; understands which plans the organization contracts with; discusses financial information and obligations with patients; refers patients to Financial Advocates as needed.
• Ensures compliance with applicable government regulations and organizational policies (examples include HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN); obtains patient or guarantor signatures as required.
• May schedule patient appointments (including virtual and procedural); coordinate cancellations, reschedules, wait list and recall requests; provide accurate information regarding test preparations, arrival times, and check-in procedures; complete visit closure and follow-up scheduling; educate patients on the patient portal/app.
• Creates a welcoming and professional environment by delivering exceptional customer service; greets patients, answers and screens calls, and maintains positive relations with patients, families, and staff; communicates issues and process improvements to management; assists patients with transportation, directions, interpreters, etc.; may perform e-scanning to HIM and manage inbasket messages per clinical direction.
• Monitors and manages electronic health record work queues following departmental processes; may assist department leadership with orientation and training.

• Licensure, Registration, and/or Certification
  
  Required:
  
  None Required.
• Education Required: High School Diploma or GED.
• Experience
  
  Required:
  
  None Required.
• Knowledge, Skills & Abilities
  
  Required:
  
  Demonstrate the organization’s values; ability to work in a high-profile, high-stress area; work independently, multitask, and prioritize; manage high-volume workloads with interruptions; cross-trained across specialties; strong attention to detail; excellent customer service and service recovery; effective written and verbal communication; educate patients on insurance coverage and discuss services not paid by plans; interact with physicians and staff to resolve issues;
  
  collect and manage payments as applicable; strong computer systems proficiency (email, Office, browsers, phone tech); handle confidential information; excellent organizational skills; ability to act as a resource to teammates.

• May travel; exposed to weather and road conditions.
• Operates all equipment necessary to perform the job; normal office environment with significant patient contact; may be exposed to ill or contagious patients.
• Must be able to transition between sitting and standing; endure long periods of sitting or standing and move about the workday.
• Frequently lifts up to 10 lbs; occasionally lifts 20 lbs or more for equipment, supplies, and patient charts.
• Must be able to push/pull up to 50 lbs with assistance.
• Sensory requirements include vision, hearing, and touch; must speak clearly; hands with fine motor skills for keyboard data entry.

Disclaimer: All responsibilities and requirements are subject to modification to reasonably accommodate individuals with disabilities. This job description does not state or imply these are the only duties; employees must follow any other job-related instructions and perform other duties as directed by leadership.