Patient Service Representative

Bastyr University believes that inclusive diversity is essential for achieving academic excellence and creating a profoundly enriching university experience. Our faculty and staff are committed to achieving our mission by educating students to be future leaders that bring the natural health arts and sciences to people from all backgrounds. Promoting an educational environment that allows students faculty and staff to develop their talents while experiencing a sense of community we expect campus members to engage in respectful communication behaviors and thoughtful self-reflection increase their understanding of cultures and empower people who are disenfranchised marginalized or oppressed. In so doing the University pledges to prepare our students (and support faculty and staff) to recognize and appropriately respond to health inequities that affect multiple communities. This involves infusing DEI knowledge skills and practices inall academic programs clinical training and patient services. In all Bastyr University is dedicated to the welfare of our students and patients as well as to promoting equal opportunity and access in education and health care.

Position Summary:

The Patient Service Representative (PSR) is responsible for scheduling appointments for numerous departments verifying patient demographics check-in/out answering multi-line phones insurance verification both online & over the phone and collecting copays and amounts due at appointments and generating reports in a high volume high phone call medical office. In supporting Bastyrs mission excellent customer service is a high priority. PSRs (Patient Service Representative) need to be reliable self-motivated enjoy working with people handle stressful situations in a professional manner and be detail oriented and punctual.

Essential Job Duties

• Respond to all inquiries regarding the clinic and provide general information about the modalities offered and general information about the principles of natural medicine. Provide appropriate referrals to other areas of the clinic University or other facilities.
• Schedule Naturopathic Physical Medicine Counselling Nutrition Homeopathy Acupuncture Chinese Herbal Medicine and Private Practice appointments with doctors and clinicians. Inform practitioners of updates to the schedule.
• Acquire a thorough level of knowledge & information regarding specialty programs offered at the clinic and distribute such information to callers as necessary.
• Answer phones ascertain caller needs and triage emergency calls appropriately. Facilitate communications between practitioners and their patients.
• Understand and distribute information about Insurance billing co-pays and policy coverage. Schedule appointments correctly based on the individual providers insurance credentialing status.
• Cashier all patient transactions.
• Balance transactions at the end of the workday reconciling discrepancies and making appropriate changes to the posting records daily batch in the practice management software system.
• Verify patient discount and insurance status in Epic. Make necessary changes to the system regarding patient demographics insurance or discount information as well as the special needs of patients.
• Process all applications for the Income-Based Assistant Plan. Verify that applications are complete with secondary source documentation provided. Determine eligibility for the Income-Based Assistance Plan.
• Refer contacts to appropriate in-house personnel when applicable.
• General Epic templating including reassigning provider templates when there are subs and adding notes to EPIC schedules.
• Assist in training of new staff as needed.

Other Responsibilities

• Assist with creation of department SOPs and help with special projects.
• Assistance with Billing and Medical Records tasks as needed i.e. charge review work queues scanning.
• Tracking and patient notification/ charges for No Shows and Late Cancel
• Assure smooth communications of all vital & pertinent information regarding patients students & faculty as well as the patient services business office and medical records teams.
• Monitor the schedule on a daily basis to check for incorrectly scheduled patients or scheduling conflicts.
• Oversee the stocking of all patient intake & demographic forms related to patient records.
• Performs other duties as assigned.

Must know basic customer service skills. Understanding of the function of a teaching clinic and the Natural Health Clinic specifically. Must know about various modalities offered in Natural Medicine. Should understand the concepts of confidentiality in records management.

Skills and Abilities

Must be able to spell and write legibly. Must possess exceptional customer service skills and be able to prioritize needs quickly as well as multi-task. Must be able to cashier quickly and accurately. Phone skills must include the ability to maintain great patience with a variety of callers. Must possess the ability to remain organized and focused in a noisy and hectic environment. Must have the ability to function as part of a team. Must possess technology skills and be familiar with computers including basic skills in Windows and Excel. Must possess familiarity with Practice Management software particularly the ability to access patient demographic information and make changes when necessary. Must be familiar with basic medical and natural medicine terminologies. Must also possess familiarity with health insurance.

Experience / Preference

One year of experience in a medical office that includes using patient data system to schedule patients enter demographic and insurance information enter visit charge and payment information and generate reports is a preference. Also experience with high phone volumes and multi-line phone system. One year customer service experience required.

Education

High School degree or equivalent experience required. Higher degree coursework preferred.