Patient Services 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 (Google Workspace 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)