Patient Customer Service Representative

Description

Summary:

Patient Customer Service Representative/Aide is responsible for providing exceptional customer service for all patients while facilitating patient flow. Acts as a liaison between insurance specialist, schedulers, clinicians and patients. Assists patients and therapists with preparation and provision of efficient therapy services.

• Serves as the initial point of contact for all patients, greeting and answering phones in a timely and professional manner, prioritizing and directing calls appropriately.
• Performs patient registration and scheduling for all patients.
• Collaborates with schedulers, insurance specialists and clinical staff to optimize scheduling and maximize patient volumes. Updates schedules to reflect patient arrival, cancel or no-show.
• Updates insurance information and communicates with insurance specialist to ensure proper billing and authorization.
• Receives and processes patient payments at point of service according to guidelines. Answers patient inquiries and refers to appropriate team member.
• Creates and maintains patient charts, including required documentation. Scans documents into the medical record and completes the discharge process from all systems. Archives paper charts according to established procedure.
• Processes medical records requests identified by Health information management, third party payers, attorneys, patients, caregivers or vendors.
• Maintains and replenishes department supplies to ensure a smooth-running department.
• Ensure optimal patient experience for their visit with set-up and cleaned treatment rooms/gym. Assist physical/occupational therapists/speech language pathologists and assistants as instructed.
• Cleans equipment adhering to infection control guidelines, communicates with supervisor about equipment repairs/inspections and safely assists patients as needed on/off equipment.
• Ability to travel between outpatient sites as assigned based on coverage needs
• Serves as back-up to other administrative functions as needed.
• Performs other duties as assigned.

• Excellent customer service skills, pleasant, professional, and articulate phone voice
  · Ability to multi-task
  · Computer literacy, efficient and accurate data-entry and reporting skills

• Minimum of one year of healthcare office experience and/or experience assisting therapy clinicians with treatment sessions

• Experience with medical terminology, medical coding, billing procedures, medical records
  · Experience working with patient and/or people interactions within community
  · Bilingual - Language preference based on site

Manual:
Some manual skills/motor coord & finger dexterity

Occupational:
Little or no potential for occupational risk

Physical Effort:
Medium to Heavy effort. May exert up to 35 lbs. force

Physical Environment:
Generally pleasant working conditions

Company:
Vassar Brothers Medical Center

Org Unit: 1298

Department:
Physical Therapy South Ave

Exempt:
No

Salary Range: $17.00 - $31.36 Hourly