Patient Service Representative (PSR)

The Patient Service Representative (PSR) is part of a cross-trained team that performs the following processes necessary for efficient operational function of a health center: pre-registration, registration, appointment confirmation, scheduling, rescheduling, insurance verification, with medical record tasks such as record requests, printing Immunization records, copies of referrals, lab slips etc. Also assist patients by tasking messages through EHR to providers and clinical staff. The PSR is responsible for providing the highest level of customer service to CBHS patients in person and over the telephone. Responsibility exists to ensure that internal customers are satisfied with service. Communication with external contacts is for providing or receiving factual information. Courtesy and tact are required in dealing with customers.

Full Time: 40 Hrs a Week

COMMUNICATION

Handles incoming and outgoing calls with the public and staff in a courteous and helpful manner.

Makes appropriate effort to ensure that callers do not hold for excessive amounts of time.

Records and distributes messages in a complete and timely manner

PATIENT FOCUS

Provides prompts, efficient and personalized assistance to meet the requirements, requests, and concerns of patients, visitors and all of CB staff.

Identifies patient needs and issues and works to resolve the problems while advocating for the patient.

Demonstrates a desire to understand patient s needs and how the organization can meet those needs.

Notifies patient of referral details.

WORKPLACE COMPUTERS AND EQUIPMENT

Handle telephone and written inquiries.

Enter information into Patient Management System and EMR.

Enters all information gathered into the practice management system and documents cancelled and no show appointments.

Scans documents into the Electronic Health Record system into the appropriate category.

Enters referral information into EMR utilizing appropriate insurance panel.

COMPLIANCE, POLICY, AND PROCEDURE

Maintains patient confidentiality

Complies with federal and local patient privacy laws.

Verifies patient and or/guardian identification.

Document services by initiating appropriate forms, entering client data into the EMR and ensuring all documentation is appropriately signed and dated.

Carry out various quality assurance activities such as any client feedback regarding problems with access or quality of services, and communicating findings to relevant entity.

Present ideas and suggestions when opportunities for improvement present of existing services based on interactions.

TEAMWORK

Assists in coverage for other areas.

Performs other tasks as needed.

Maintains open relationships and lines of communication with co-workers

Work with a multidisciplinary team to establish rapport and improve patient outcomes.

ANALYTICAL AND CRITICAL THINKING

Verifies insurance eligibility for scheduled and walk-in patients; Medicare, Medicaid and commercial insurance via telephone and website.

Determines any copays/coinsurance/deductible amounts to patients by identify patients that do not have any insurance to see if the patient qualifies for a sliding scale discount.

Verifies insurance prior to completing referrals.

Obtains prior authorization when required by insurance carrier.

PLANNING AND ORGANIZING

Completes urgent referrals the same day as requested.

Faxes referral and supporting documentation to specialist office in advance of the scheduled appointment.

CHECKING, EXAMINING, AND RECORDING

Collects and issues receipts for co-pays at the time of service.

Collects all required documentation for the sliding scale discount and scans into EMR system.

Registers and attends all patients by capturing and entering high-quality patient demographic and financial information from, hard copy documentation, and direct patient contact.

Detects and corrects errors, completes forms, obtains needed information and maintains logs and files.

Ensures all appropriate paperwork is complete and included on the patient chart and ensures that all physician specific patient forms are updated each visit: pcp change forms when required, obtains release signatures at the required time intervals; files correspondence and other information; collates batches and prepares necessary documentation for center staff and central office staff.

SKILLS AND ABILITIES

Must possess excellent interpersonal skills

Some medical terminology

Working knowledge of health insurance plans

Basic understanding of HIPAA and PHI

Basic navigational knowledge of electronic medical record applications

Must have excellent time management skills, be organized, self-motivated

Possess excellent written, verbal, and interpersonal communication skills

Maintain a high level of productivity and confidentiality

Work well in a team environment.

Ability to handle multiple tasks at once without mistakes or diminution of professional demeanor and customer service.

Effectively able to prioritize and maintain workflow

Ability to function in a high volume, multiple task environments, possibly in a closely shared workspace.

Demonstrate self motivation and the ability to work with a high degree of independence.

Ability to effectively and efficiently solve problems as presented in real time. Strong organizational and task prioritization skills.

EDUCATION AND/OR EXPERIENCE:

Required: High school, G.E.D. or equivalent.

Required: At least 18 month s experience in medical office environment

Experience with electronic medical records systems

WORKING CONDITIONS/PHYSICAL DEMANDS:

Work is typically performed in an office environment.