Patient Service Representative/Aide - Float - SpineZone

Patient Service Representative 

Summary:

The Patient Service Representative performs a variety of business-related duties both clerical and administrative in nature. This position requires skills in planning, organizing and problem solving. The position requires oversight of front office tasks to include greeting and registering patients, collecting payments, patient scheduling, and monitoring the assigned clinics schedules and billable claims.

This role requires close collaboration with our Billing Manager, Health Information Specialist, Intake Coordinators, Patient Care Coordinators, Patient Service Specialists, Staffing Coordinators, Clinic Managers, and all Clinicians.

Supervisory Responsibility: 

This position has no supervisory responsibilities.  

Essential Functions:

• Collaboration and teamwork
  • Demonstrates a commitment to serving others through teamwork collaboration, developing others and supporting SpineZone values.  Encourages healthy working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are made with honesty and respect, guided by SpineZone values.
  • Effective, clear communication to promote efficient department operations and excellent patient care.
  • Stays informed through staff meetings and shares pertinent information with team members. 
  • Assists team members with their tasks when needed. 
  • Provides clear communication to Clinicians about the arrival and any other communication surrounding patients 
  • Demonstrates flexibility to meet clinic and overall team needs.
  • Assists in daily maintenance and general departmental flow.
  • Promotes a positive work environment by accepting interpersonal differences and respecting team members’ values and opinions.
  • Provide department support and clinic needs as assigned and directed by leadership.
  • Provide training and mentoring to new team members as directed by Leadership.
• Phone Etiquette
  • Exhibits professional and friendly phone etiquette
  • Answers multi-line phone system, retrieves messages, and ensures proper messages are communicated
  • Responds to all phone calls within three rings and answers with name and company.
  • Is helpful, knowledgeable, and thanks the caller at the end of the call.
  • Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology.
  • Announces call to the connecting party when transferring a call.
• Department Operations
  • Follows all HIPAA regulations and compliance.
  • Strong customer service skills and ability to engage well with patients
  • Greets patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner.
  • Maintains a clean environment.
  • Use discretion and independent judgment in handling patient or physician complaints received 
  • Provides accurate information to all patients, clinicians, team members and visitors and maintains a variety of office support activities.-What are these activities? 
  • Prepares and monitors daily/weekly schedules.
  • Obtains and verifies insurance benefits for patients
  • Electronically files all office records as necessary 
  • Processes all medical and billing record requests 
  • Maintains supply levels, patient brochures, petty cash, and inventory. Notifies Facilities and Clinic Manager of any repairs or maintenance needed in the environment.
  • Knowledgeable on procedure for activating appropriate emergency support systems and monitors patient waiting area alerting clinicians of any potential medical occurrences.
  • Keeps work-related discussions professional and limited to private areas.
  • Implements service recovery when appropriate.
  • Eager to assist the company in any other related duties assigned.
• Financial Responsibilities 
  • Maintains patient accounts by obtaining, recording, and updating personal and financial information.
  • Accepts accountability for the organization's financial success while delivering the highest quality of care and service.
  • Protects patients' rights by maintaining confidentiality of personal and financial information.
  • Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines).
  • Takes initiative in using time effectively.
  • Actively sets priorities and adjusts to unscheduled situations.
  • Accepts responsibility for own actions and outcomes.
  • Initiates communication with others to ensure the job is completed successfully.
  • Department goals (i.e., department productivity, patient visits, KPI’s).
  • Request payment of copay, deductible, estimated out-of-pocket or good faith deposit.
  • Follows established cash receipt policy and procedures for collection of payments.
  • Balances and secures the cash drawer. Prepares daily deposit with minimal reminder to complete in an accurate and thorough manner.
  • Knowledgeable on patient account and billing information. Performs registration procedures and verifies insurance eligibility.
  • Maintains up-to-date knowledge on new insurance plans and other information provided by Billing Department
• Scheduling 
  • Schedules appointments following appropriate provider guidelines both in person and over the phone.
  • Schedules appointments with the correct visit type, provides patients with accurate appointment information, and updates patient information and appointment site location.
  • Confirm new appointments
  • Reviews schedule daily for scheduling optimization and efficiency 
  • Populate all demographic screens for new and established patients.
  • Register and schedule new patients when necessary
  • Provide new patients with required information to SpineZone and resources to services.
  • Monitors authorizations for insurance changes and resubmits authorization as needed.
  • Create and monitor a waitlist for patient appointments 
  • Using a keyboard, type proficiently and accurately.
  • Review all work to ensure it is precise

Skills and Qualifications:

• High School Diploma required. Associates degree preferred. One year of administrative experience preferred 
• Completion of a medical receptionist or equivalent training program preferred
• Medical office experience preferred with a strong emphasis in customer service, computer skills and phones
• Knowledge of medical terminology
• Ability to multitask effectively and efficiently 
• Proficient in Microsoft Office and Google Drive

• Ability to utilize resources in an organized manner.
• General knowledge of office procedures.
• Effective interpersonal and customer relations skills.
• Strong professional level of written and oral communication skills.
• Ability to diffuse volatile situations and use good judgment and tact in dealing with patients. 
• Bilingual in Spanish preferred 

Physical Therapist Aide:

Essential Job Functions:

• Instruct, motivate, assist and guide patients in performing prescribed therapeutic exercises, strengthening techniques and functional activities as part of their therapy program under the supervision of a licensed physical therapist 
• Observe and promptly report any changes to patients condition, behavior or physical ability, as well as,  document patient completion and response to prescribed therapy program
• Follow proper safety protocols when assisting patients into the gym, on and off therapy equipment, as well as demonstrate proper use of equipment and exercise routines
• Assist in application of modalities, such as, heat packs, ice packs, electrical stimulation or traction as instructed by the physical therapist
• Set up treatment rooms and equipment prior to patient appointments, ensuring they are clean, organized, and ready for use 
• Provides patients with education support through education materials, answering questions and requests and allaying fears
• Maintain supplies for clinic and maintains safe and clean working environment by complying with procedures, rules, and regulations
• Aid in administrative tasks,, including but not limited to check patients in and out, collecting copays, updating insurance and authorization information, scheduling patient appointments, managing and updating patient records as required by administrative staff
• Regularly display a proactive approach to customer service, actively listening and engaging well with patients, identify patient needs and involve leadership in resolving conflicts 
• Maintains patient confidence and protects operations by keeping information confidential
• Foster effective communication with an interdisciplinary team of physical therapist, physical therapist assistance, administrative team and orthopedic spine team.
• Participates in bi-weekly webinars and live meetings
• Follows all HIPAA regulations and compliance.
• All other related duties assigned

Skills and Qualifications:

• Mandatory: High School Diploma
• Preferred Personal Training Certification
• Valid CPR Certificate 

• Ability to multitask effectively and efficiently 
• Ability to work in a team environment
• Ability to remain organized and time management
• Ability to problem solve while remaining calm and collective during stressful situations
• Strong communication skills both verbally and written
• Strong attention to detail
• Proficient in Microsoft Office and Google Drive
• Outstanding customer service

Why Join SpineZone?

SpineZone is a great place to be if you are passionate about helping others and want a place to grow!

Compensation Range, DOE (Hourly, Non-Exempt):

$21.00 - $22.00

Why Join SpineZone?

• SpineZone is a great place to be if you are passionate about helping others and want a place to grow! We offer benefits including 
• Medical
• Dental
• Vision
• Life Insurance
• Long Term Disability
• 401k with match and generous PTO
• EAP (Employee Assistance Program)
• Career Growth opportunities! 

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands:

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. May require some driving to help support other clinics.

Travel:

Some travel to other locations is expected for this position.

SpineZone is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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