Patient Services Representative

Position:
Patient Services Representative

Department:
Patient Services

Reports to:

Patient Services Manager/PSR Manager

FLSA:
Non-Exempt

The Patient Services Representative (PSR) performs business office functions related to patient visits in the areas of call center, appointment scheduling, and/or front desk patient reception/registration.

• Answer incoming calls in a professional, pleasant manner and dispatch appropriately
• Retrieve messages from answering service and distribute them to the appropriate party
• Schedule appointments for all ECOW locations, including reschedules due to schedule changes
• Retrieve information and process tasks from the electronic medical record system, including to-do items, call-backs, etc.
• Send letters to patients and medical facilities as appropriate
• Process returned mail
• Greet and register patients at the reception desk, collect/verify/maintain patient demographic and insurance information
• Answer basic billing and insurance questions, post self-pay charges, personal payments, balance the cash drawer and prepare bank deposits
• Monitor physician schedules and ensure all doctors are scheduled accurately according to guidelines
• Open and close clinic per department rotation schedule
• Process medical record releases according to guidelines for the release of protected health information
• Respond to both external and internal customer needs in a timely manner
• Develop and maintain positive working relationships with other employees throughout the clinic
• Represent the department in a positive and professional manner
• Other duties as assigned

Patient Services Representatives report directly to the Patient Services Manager.

• High school diploma with 1‑2 years of customer service experience
• Demonstrates knowledge of proper, efficient use of office equipment, and working knowledge of Microsoft Office
• Ability to work in a fast‑paced medical facility while adhering to HIPAA compliance regulations
• Respond to both external and internal patient needs in a timely manner
• Ability to travel to other ECOW locations when necessary
• Excellent communication skills to interact with patients and internal staff
• Adapt well to change and is open to new ideas and lean initiatives
• Work effectively in a team environment and help others as necessary

Work is primarily performed at the main clinic; 800 N. First Street, Wausau, WI. Travel to satellite locations is required rs of work will be dependent on the needs of the clinic. Requires the ability to sit or stand for extended periods of time. Occasional lifting (30 pounds), bending, stooping, pushing, pulling, and climbing stairs is required.

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. All requirements are subject to change over time. Reasonable accommodations will be made for those individuals with a disability.

• Entry level

• Full-time

• Health Care Provider
• Medical Practices