Patient Services Representative

Overview

The Patient Service Representative (PSR) is responsible for providing the full scope of patient interactions and functions across inbound/outbound channels (telephone, internet, and in-person). This includes patient scheduling and logistics, executing daily workflows (cancellation, missed visit, and tickler-recall deployment), and revenue cycle activities such as 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, performing these tasks accurately with attention to detail to ensure the highest quality standards.
• Initiate pre-registration process and ensure all demographic and insurance information is accurate, complete, and up to date on the patient’s chart.
• Verify insurance information, verify benefits, and verify 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.
• Assist with patient flow through the clinical care process and 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 at 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 to facilitate ease of care. Identify and resolve trouble spots and patterns in the provision of care.
• Notify appropriate parties of appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service.
• Comply with company policies and standards.

• Education:
  
  High School Diploma or GED.
• Experience:
  
  2+ years in a patient-facing healthcare function or other customer service function preferred.

• Excellent verbal and written communication skills in English. Bilingual abilities are a plus.
• Excellent critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and the ability to work effectively with physicians, co-workers, other departments, and patients of all ages from diverse backgrounds.
• Ability to work as an integral team member under minimal supervision in a fast-paced, complex environment.
• Ability to remain tolerant and sensitive in stressful situations and safeguard confidential information in accordance with policies and HIPAA regulations.
• Computer literate with the ability to use multiple systems and attain 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.