Patient Service Representative

Position Summary :

The Patient Service Representative (PSR) is responsible for scheduling appointments for numerous departments, verifying patient demographics, check-in/out, answering multi-line phones, insurance verification both online & over the phone, and collecting copays and amounts due at appointments, and generating reports in a high volume, high phone call medical office. In supporting Bastyr’s mission, excellent customer service is a high priority. PSRs (Patient Service Representative) need to be reliable, self-motivated, enjoy working with people, handle stressful situations in a professional manner, and be detail oriented and punctual.

Essential Responsibilities :

Respond to all inquiries regarding the clinic and provide general information about the modalities offered as well as general information.

Provide appropriate referrals to other areas of the clinic, university, or other facilities.

Schedule for all departments including Private Practice.

Inform practitioners of updates to the schedule.

Answer phones, and ascertain caller needs including emergency situations appropriately.

Check and respond to patient messages. Facilitate communications between practitioners and their patients.

Acquire a thorough level of knowledge & information regarding specialty programs offered at the clinic and distribute such information to callers, as necessary.

Understand and distribute information about Insurance billing, co-pays, and policy coverage.

Verify patient insurance in Trizetto, Provider One, and One Health Port.

Verify patient demographics, discount information, and insurance status in EPIC.Responsible for verifying accuracy and completeness of demographic forms and legally required informed consent forms.

Cashier all patient transactions including EPIC payments.

Balance transactions at the end of the workday, reconciling discrepancies and making appropriate changes to the posting records batch reports in EPIC.Assure confidentiality of all patient records or information according to HIPPA standards. Follow disposal guidelines for confidential patient information.

Process all applications for Income Based Adjustments. Verify that applications are complete with secondary source documentation provided. Determine eligibility for Income Based Adjustments.

Refer contacts to appropriate in-house personnel when applicable.

Monitor ARTERA (reminder call and text requests)
PSRs must handle upset patients, complaints, and inappropriate behaviors on the phone and in the waiting room.

Assist with Billing and Medical Records tasks as needed.

Performs other duties as assigned.

Knowledge, Skills, and Abilities:

One year of experience - in a medical office with high call volume that includes using patient data systems to schedule patients, entering demographic and insurance information, entering visit charge and payment information, and generating reports.

Familiarity of the basic philosophies of Natural Medicine and about various modalities offered.

Must be able to write legibly, spell and alphabetize accurately, and have 10 key proficiencies.

Must possess exceptional customer service skills and be able to prioritize needs quickly as well as multi-task.

Phone skills must include maintaining great patience with a variety of callers and redirecting as appropriate.

Excellent interpersonal skills including the ability to mediate situations between opposing parties, diffuse volatile situations, calm upset persons, and explain policies and procedures in a clear, understandable manner.

Must be able to cashier quickly and accurately.

Ability to use a multi-line phone system.

Must possess the ability to remain organized and focused in a noisy and hectic environment.

Must be able to function as part of a team.

Ability to produce high quality work results that are accurate and error-free.

Must possess technology skills and be experienced with computers, including basic skills in Windows and Excel.

Must possess familiarity with Practice Management Software (EPIC preferred), particularly the ability to access patient demographic information and make changes, when necessary, as well as navigation, templating, and scheduling.

Must be familiar with standard medical and natural medicine terminologies.

Must also possess familiarity with health insurance.

Ability to maintain confidentiality of information.

Must be able to sit or stand in a stationary position and move about the inside of the office or building.

Ability to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Experience:

One year of customer service experience required.

Education:

High School degree or equivalent experience required. Higher degree coursework preferred.

Benefits:

All regular employees (faculty and staff) who work at least 20 hours a week in a permanent position are full benefits eligible. These employees are eligible for health care benefits, retirement, flexible spending account plans, supplemental insurance, free…