Patient Service Representative

SUMMARY

Patients Services Representatives (PSRs) coordinate across patient care continuum by being the first and most frequent contact with patients, families, providers, and office staff. PSRs assist in coordination of care by serving as patient and provider advocate by answering all specific questions, while educating and guiding patients through the complicated process of healthcare. PSRs also follow-up on calls by completing research, solving problems, and contacting various parties to implement solutions.

The role of PSR focuses on problem solving, patient advocacy, education and guidance by meeting the patient’s needs and preferences for quality health care. This is accomplished by delivering proactive, planned, and coordinated evidenced-based care. The PSR will report to and receive supervision from the Director of Operations.

include the following. Other duties may be assigned.

• Responsible for check-in and check-out of all patients, insuring complete and accurate patient information, entering billing/encounter information into corporate practice management system accurately and timely, collecting co-payments, deductibles, etc from patients, and collecting billing information for all payers types.
• Provides new and/or established patients with all forms that must to be completed or updated to ensure accurate patient demographic, insurance, financial (Sliding Fee Scale) and UDS information. Must also ensure the completeness of the forms and the accuracy of the data obtained are entered correctly into the corporate practice management system. Information will be updated each time patient comes into office to be seen.
  
  Representative will also provide assistance to patient(s) on any question(s) the patient(s) may have pertaining to the form(s).
• Greeting patients in a professional and courteous manner to ensure excellent customer service and satisfaction. This includes face to face and/or via telephone.
• Answering telephone calls in a professional and courteous manner and directing phone calls to the appropriate staff member.
• Scheduling patient appointments (to include follow-up visits) for individual location(s) in a timely manner and in accordance with corporate production goals.
• Verifying and obtaining all information from the patient regarding demographic, insurance and financial (Sliding Fee Scale) is accurate and all copies of appropriate documentation to support demographic, insurance and financial information is filed in the patient’s medical/dental record.
• Establish medical/dental record for all new patients. Responsible for making sure all the correct administrative and patient care forms are complete and filed in the appropriate order in the medical/dental record.
• When computer systems are down, retrieve patient medical record for patient visit and provide to the appropriate medical staff and re-file chart upon completion of visit and appropriate signatures have been received.
• When computer systems are down, responsible for printing encounter form at check-in and entering all encounter charges and receipts immediately upon completion of the visit.
• Run and balance corporate practice management system end of day charge report totals only when computer system is down. Run and balance corporate practice management system end of day receipt report totals between encounters, batch report (I.e. check conversion, cash and credit/debit card machine) and cash drawer.
• Complete daily report form for appointments, production, charges, monies collected, batch report totals, drawer start off and petty cash along with corporate practice management system end of the day receipt report totals to Billing Manager at the close of each day.
• Open mail and distribute mail.
• Faxing patient correspondence to outside entities from providers. This could include paper or electronic faxes depending on the type of fax.
• Cover vacancies for Billing and Call Service Representative position(s) during vacations, sickness, or vacant positions.
• Assist with purging of Medical and Dental records as directed.
• Complete daily deposit slip(s).
• Assist billing department in research and follow up on all…