Lead Patient Service Representative for Pediatric Office - Healthcare Network

Job Summary

Position requires medical/dental office knowledge and the ability to input data accurately into computer system. Must be detail oriented with good interpersonal and customer service skills. Assists/directs patients with questions and inquiries. Works under the daily supervision of the office manager.

Responsibilities and Standards

• Obtains current patient information from established and new patients.
• Accurately enters/updates patient information in practice management system.
• Identifies payer source, verifies insurance eligibility, financial status and assigns correct pay type.
• Assists patients with completion of paperwork when necessary.
• Notes patient arrival in Electronic Health Record.
• Accurately pre-screens medical/dental records.
• Prints schedules for upcoming appointments.
• Verifies insurance eligibility and obtains authorizations for dates of service.
• Reviews Practice Management System for needed updated demographics and consent forms.
• Attaches needed updated demographics and consent forms to schedule.
• Schedules appointments.
• Identifies patients by date of birth and name in computer system.
• Creates new account if patient not in the system.
• Schedules and re-schedules appointments as needed.
• Calls No Show appointments to reschedule, makes appropriate notations in Electronic Health Record and Practice Management System.
• Performs prescreening process for add-on appointments.
• Routinely demonstrates superior customer service skills.
• Answers telephone in a timely and polite manner, preferably within three rings.
• Communicates with customers in a courteous, professional, cooperative and mature manner.
• Recognizes and responds appropriately to violent/abusive situations, bomb threats, fire and emergency situations.
• Accurately takes messages and conveys information to recipient.
• Transfers call to physicians and nurses when medically indicated.
• Protects/observes patient confidentiality per policies and procedures.
• Scans information into Electronic Health Record
• Categorizes, dates, and labels loose medical documents.
• Scans loose medical documents per protocol.
• Accurately imports registration documents into patient's electronic health record.
• Demonstrates the ability to collect office charges, post charges to patient accounts and accurately manage cash drawer.
• Accurately enters procedure codes with correct diagnosis.
• Accurately reconciles charges for the day.

Job Specifications

• Efforts are generally responsive to work flow, must be able to work independently and prioritize work on a daily or weekly basis, subject to occasional reprioritization by others
• Impact of work performance could result in a noticeable impact in the organization and may involve management attention.
• May be required to perform the duties of other employees, including supervisors/managers, in their absence.
• May be required to perform duties and responsibilities not listed in this description, on a temporary or long-term basis.

Experience

Education/Training Level:

o High School Diploma or equivalent

o Medical Office experience preferred

Licenses and Certifications: None

Communication Skills:

• • Bilingual preferred
  • Ability to effectively interact with physicians, patients and other staff members.
  • Translation for patient and provider necessary.

Technology Skills:

o Demonstrates knowledge of proper, safe, efficient usage of current office equipment/software.