Patient Services Representative

DUTIES:

The Patient Services Representative serves as the primary point of contact for patient electronic scheduling and registration. The role supports operations by coordinating schedules for patients and providers. The position works with patients families providers clinical and nonclinical staff to coordinate the patients experience throughout the process of accessing healthcare. Interviews patients either by telephone or in person to effectively schedule and register. Establishes eligibility verification of benefits and identifying and collects copayments as appropriate. Obtains Authorizations if assigned. Communicates patient out of pocket responsibilities for services provided to the patient using a Patient Friendly approach. May perform other duties as assigned.

Registration: Collects verifies and updates patient demographic and guarantor information. Verifies insurance benefits/eligibility manages referrals runs the patient estimate using the Price Estimator Tool. Collects copays and Patients estimated out of pocket expense as appropriate.

Scheduling: Performs appointment scheduling registration and customer service duties; answers incoming phone calls makes appointments monitors access issues with provider schedules that affect patient satisfaction and communicates issues to Supervisor. Ensures schedules are appropriate use of clinical resources. Follows established parameters to ensure procedures treatments test are scheduled with the required amount of time and effectively utilize resources.

Patient Satisfaction: This position is a key contributor to patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high quality contact experience for the patient with every interaction. Creates a positive patient experience improving patient satisfaction by facilitating appointment scheduling and preregistration at one point of contact. This process will also give the patient the appropriate instructions pertinent to their service the financial liability as it relates to their scheduled service and direction to the Hospital Service Department prior to their visit.

SKILLS:

Demonstrates clear courteous and pleasant communication skills with appropriate usage of grammar pronunciation and tone

Excellent customer service skills

High level of selfmotivation and goal oriented with the ability to multitask

Team oriented

Positive openminded and focused on continuous improvement

Ability to learn new processes procedures and software programs quickly while demonstrating attention to detail and accuracy

Analytical and problemsolving skills

Proficiency with Microsoft Office and comfort with navigating multiple applications simultaneously

Able to type 40 words per minute

Scheduling or hospital registration experience preferred

Experience in government and commercial insurance program Third Party Payor Medicare MediCal and other regulatory knowledge a plus.

For this position the person will schedule consultations and return visits answer phones and checkin patients. Candidates must have experience with Epic answering high volume of calls scheduling and checkin/reception. They should also have experience working in a multidoctor clinic or department.

EDUCATION & EXPERIENCE:

High School Diploma (Associates degree preferred) Required

Minimum 2 years medical office or medical insurance experience Required