Patient Service Associate

• Schedule - Shift Regular Full Time - Opening Shift

• 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 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
  • Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
  • Provides assistance and support to leadership in implementing policies and procedures as necessary.
  • Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

• Education, Experience, Certification and Licensure Requirements
  • High School Diploma or equivalent required.
  • Customer service experience required.
  • Prior clerical experience in a medical office setting desired.

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