Patient Service Associate

• Schedule
  - Shift Regular Full Time
  - Closing Shift

Responsible for accurately completing the check-in process for all patients, including collection of co-payments and small balances, in addition to verifying all patient demographic information.

• Customer Care:
  • Greets patients upon arrival in a prompt, polite and helpful manner
  • Directs patients within clinic and notifies clinical staff as needed
  • Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind
  • Performs medical reception duties as needed including receiving patient visitors and responding to medication/ document pick-up per procedure
  • Assists with transporting patients to main waiting area as indicated
  • Assists with patient intake paperwork when necessary
  • Scans, copies, and performs other miscellaneous office duties as needed
  • Maintains lobby cleanliness throughout the day, as well as prepares lobby based on provider pod location for next business day
  • Depending on location, attends to wheelchair cleanliness and availability as needed
  • Performs other tasks as assigned by management
• Check In:
  • Accurately and efficiently checks patients in by collecting patient and insurance information required to update information in EMR including photocopying or scanning insurance cards or capturing patient photo
  • Verifies correct patient identification using two patient identifiers, as well as demographic, pharmacy, email, and PCP/referring physician information
  • Activates or declines patient portal sign-up per company process
  • Address EMR patient alerts related to patient intake
  • Processes patient paperwork and obtains Release of Information Forms where indicated
  • Updates patient upon arrival when physicians are running behind schedule and helps facilitate rescheduling of appointments if necessary
  • Collects on past due balances or refers patients to Financial Counselor in accordance with company policy
  • Prints patient schedules, and may prepare patient record for next business day
  • Updates the patient status in the EMR system
• Insurance:
  • Uses insurance list to confirm Orthopedic One participation with patient insurance
  • Confirms insurance eligibility check completed at time of check in
  • Monitors billing alerts and contacts Patient Accounts to address accordingly
• Co-Pays:
  • Collects co-payments according to insurance plan information and type of service
  • Collates all copays and completes associated documentation
  • Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement
  • Maintains cash box and alerts supervisor to any discrepancy or need for change
• Initiative:
  • Seeks out assignments, added duties, or opportunities to learn when assigned work is complete, as patient census or workload permits, or to otherwise fill down time productively
  • Proposes new ideas, makes suggestions, and seeks opportunities to improve processes or workflow through appropriate channels
  • Attempts to problem solve when assigned work is disrupted, equipment is down, etc. before involving supervisor

• Teamwork:
  • Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision
  • Works cooperatively and refrains from participating in negative conversations
  • Shares knowledge and insights with co-workers in a constructive manner
  • Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers
  • Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

• Policies and Procedures
  • K…