Patient Service Representative
Description
Patient Service Representative
The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude. Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison between internal / external departments and the care center, with the goal of fostering an environment that promotes patient comfort and trust.
Position Qualifications/Essential Functions:
Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s)
Maintains great customer service at all times and resolves conflict and issues at the time they occur
Schedules appointments for patients and updates any patient information in the EMR as needed
Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership
Performs day-to-day administrative functions and general office duties
Collects and processes payments at time of service
Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a multi-line system while maintaining a high level of customer service
Contacts insurance companies or other associated companies as needed for patient care. Verifies patient eligibility for clinical services and insurance, collects patient copay when appropriate
Attends and participates in team meetings and huddles. Collaborates in developing team priorities
Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed
Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality
Must exercise the utmost diplomacy and tact to provide excellent customer service to patients
Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements
Manages office supplies while being fiscally responsible
Performs other duties as assigned
Additional Qualifications:
Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner
Additional language abilities are preferred.
Willingness to work a variety of shifts, including early mornings, evenings and weekends
Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards
Intermediate computer knowledge and skills
Education/Experience:
High School diploma or GED required
Associate Degree or higher is preferred
Minimum 1-2 years’ experience working in a customer service setting, medical office preferred
Answering multiple phone line system in highly confidential environment
Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM
Demonstrated Attributes:
Exceptional interpersonal customer service skills
Exceptional verbal and written communication skills
Ability to maintain professionalism at all times when working with staff, patients, and clients
Must demonstrate cultural sensitivity and the ability to work with diverse people groups
Ability to multi-task and work well under pressure with minimal supervision
High attention to detail and ability to problem solve using critical thinking skills
Must be flexible and accommodate the changing needs of the clinic
Demonstrate an understanding of and commitment to The Vera Way by practicing its key components of empathetic listening, mindfulness, continuous learning, a coach approach, innovation, adaptability and resilience with all members of Vera's staff, clients and patients
Employee Health Requirements:
Documentation of Hep B vaccination or proof of immunity (titer).
Documentation of proof of a negative TB test in the last 90 days before start-date.
We require CPR certification (BLS) pre-hire and ongoing
Documentation of annual influenza and COVID-19 vaccinations in compliance with company policy
Compensation: $18-$23/hr. & bonus eligible (national average, premium markets may vary)