Patient Service Specialist - Caro M81

Position Summary:

Performs first class service by quickly and accurately gathering the required information for the patient and providing reliable scheduled appointments with complete communication of any future information requirements that may be needed at time of visit. May perform duties across other locations.

This list is not inclusive; other duties may be assigned such as the key projects assigned by your manager, but will include the following:

• Schedule patient appointments and prepare new patient charts for clinic staff
• Manage patient schedule with no-shows and cancellations – determine management process to fill schedules
• Confirm new evaluation appointments via phone call reminder
• Compile and record medical charts, reports and correspondence (electronically and paper)
• Verify patient insurance eligibility and physical therapy benefits, making note of date/person spoke to and any authorization/reference number from the call
• Assist patients in completing insurance and privacy forms and file them electronically immediately in the electronic medical record (EMR) and paper chart when applicable
• Obtain and update authorizations as needed by coordinating with therapists, referring physicians and insurance carrier
• Enter all information that you have access to in the appropriate fields in the EMR meticulously (email address, SSN, script dates/number of visits, policy dates/number of visits, authorization dates/number of visits, zip code) in accordance to respective processes
• Process discharge charts-review for missing information, enter into the EMR and file upon completion

• Greet visitors, ascertain purpose of visit and assist appropriately
• Collect copays, coinsurances and deductibles balances due
• Deposit checks and money collected daily
• Provide billing information to Patient Account Specialists daily, including deposit information, i.e. Day Pack.
• Cleaning, laundry and facility/equipment maintenance
• Run Lost Patient Log weekly
• Run Medicare Cap Report weekly (or bi-weekly)
• Distribute Satisfaction Surveys per Director’s protocol and return to corporate accordingly
• Distribute Referral Cards to patients per Director’s protocol
• Check Medicaid eligibility on the 4th of every month
• Print and stock patient forms

• Assist patients, medical offices, corporate office and other business associates by phone, in person and/or electronically
• Answer telephones in a professional/courteous manner and direct calls to appropriate staff or detailed message
• Maintain professional, organized reception area
• Pick up and process incoming mail
• Order cleaning and clinic supplies as needed and approved by director and corporate
• Forward incoming information to corporate regarding insurance company communications, receipts for services or items received from vendors
• Maintain Compliance Manual, complete necessary actions
• Adherence to clinic marketing programs (i.e., Renue Rewards, patient birthday cards)
• Adherence to records retention process for patient records
• Monthly metric performance (Over the Counter, Cancellation & No Show, Referral to Evaluation, Survey’s Returned and Renue Rewards)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Basic medical and insurance terminology is essential. Attention to detail.

Preferred: A professional who has a passion to deliver great patient care and experience.

• Communicate clearly and distinctly when answering phones.
• Communicate with people of various social, cultural, economic and educational backgrounds.
• Demonstrated ability to read and interpret professional level documents written using advanced medical terminology in English.
• Demonstrated ability to produce clear and concise reports and correspondence at a professional level.
• Communicate fluently using Standard English.
• Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

• Demonstrated experience using computer applications, including electronic medical records, word processing and email.