Patient Service Representative

Job Summary

Performs a variety of clerical functions to insure the efficient operation of a clinic. Serves as a liaison between the patient, physician, specialist and diagnostic services and manages patient traffic flow by greeting patients and directing them to appropriate service components. Schedules appointments, secures authorization and coordinates referrals to specialists and diagnostic services. Verifies insurance coverage status and collects and records payments utilizing automated systems. Also facilitates collection of patient toxicology specimens, as needed. Performs other related work, as required.

Essential Functions

• Receives all incoming phone calls and schedules appointments. Provides switchboard and paging service.
  * Responds to phone calls promptly and transfers calls within fifteen seconds. Decrease in patient and staff complaints.

• Explains payment policy to patients with self-pay or co-payments. Informs patients of current charges and outstanding balances and arranges for full or partial payment. Takes monetary collection, posts payments daily, reconciles daily cash collection and makes deposits regularly at MMC Cashier.
  * Correct payment is received from 100% of patients. SATP fee for service policy is adhered to fully.

• Under direction of physician, secures urgent approvals on referrals including scheduling of urgent appointments
  * Required approvals are obtained promptly. Greater physician/patient satisfaction.

• Contacts MMC departments for scheduling of specialist appointments and procedures. Notifies patients of scheduled visits and informs patient of any preparation involved.
  * Prompt efforts to obtain all needed appointments. Greater physician/patient satisfaction.

• Schedules all provider appointments. Ensures follow-up appointments are scheduled following visit when needed.
  * All appointments are scheduled in a timely way.

• Scans required information into Epic or Smart EMR.
  * Accurate patient records are maintained.

• Obtains external medical records for patients when needed. Pulls physical charts for providers when needed.
  * Accurate patient records are maintained. Greater provider satisfaction.

• Registers new patients into program via EMR and updates EMR information when needed. Collects, verifies and updates demographic information, insurance coverage/Medicaid and self-pay documentation. Checks-in patients in Epic for appointments and completes all demographic and other required data verification.
  * Accurate information is entered into Epic and Smart EMRs. Information is updated regularly and verified with patients at each appointment check-in.

• Verifies insurance eligibility, including Medicaid, Medicare, and HMO status. Ensures insurance information is communicated to the billing team in a timely way and scanned into medical record.
  * Insurance information is accurately verified and communicated, leading to minimal billing errors.

• Facilitate collection of toxicology samples from patients in a randomized manner consistent with program policy and regulatory requirements. Includes printing of necessary labels based on Smart alerts, ensuring toxicology samples provided are intact, labeled correctly and deposited in the appropriate receptacles for lab collection and alerting counselor or COD if a patient refuses to provide a sample.
  * Toxicology samples will be requested and collected as indicated in SATP policy and according to schedule provided by EMR.

• Direct patients with alerts in electronic medical record to appropriate staff and services. Clear patient alerts using appropriate comments.
  * All alerts in electronic medical record will be addressed as needed and closed out with proper documentation.

• Prepare necessary forms and labels for the collection of laboratory specimens and prepare all specimens for pick up by the laboratory.
  * Items are prepared accurately and on a timely basis.

• Schedules and arranges patient transportation when indicated. Handles related transportation issues
  * Patient satisfaction with transportation assistance. Access to services for patients needing transportation will be maintained.

• Complete referrals as required.
  * Increased patient and staff satisfaction with referrals made.

• Performs filing, record keeping, scanning and other clerical tasks.
  * Information is accurately maintained.

• Other related duties as assigned.
  * Completes activities within the prescribed time frame as requested by immediate supervisor.

Qualifications

• High School Required

• BS Preferred

• 1-3 years Required

• Knowledge of Microsoft Office and of electronic medical records

• OHS Fit Test Required

• OHS Annual Assessment Required