Patient Services Representative

Overview

The Patient Service Representative (PSR) is responsible for providing the full scope of inbound and outbound patient interactions and functions by telephone, internet or in-person; patient scheduling and logistics; executing daily workflows including cancellation, missed visit and tickler-recall deployment; and revenue cycle claim scrubbing and missing slip completion.

• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes.
• Initiate pre-registration process and ensure all demographic insurance information is accurate, complete, and up to date on patient’s chart.
• Verification of insurance information, verification of benefits and insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Assure ease of patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling services at time of check-in including identifying alternate funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff in facilitating ease of care. Identify and resolve trouble spots and problem patterns in the provision of care.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service skills.

• Education: High School Graduate or General Education Degree (GED).
• Experience: 2+ years experience in a patient facing healthcare function or other customer service function preferred.
• Knowledge/Skills/Abilities:

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and socio-economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with HIPAA regulations.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite.

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.