Patient Services Representative - Rockledge Urology

Health First Published: August 9, 2018
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Description

Description:

To be fully engaged in providing No Harm/Quality, Customer Experience, and Stewardship through friendly, rapid and accurate patient support, including completion of patient registration documentation, appointment scheduling and assistance with a variety of departmental projects and clerical duties. 


Primary Accountabilities

  • Demonstrates knowledge of and supports the organizations mission, vision and value statement.
  • Completes work within authorized time to ensure compliance with department standards.
  • Maintains established benchmarks as related to assigned tasks and shows continual growth and improvement in benchmarks.
  • Pre-registers, pre-certifies and schedules patients accurately and in a timely manner.
  • Processes and maintains all schedules for area of responsibility, runs schedules daily, 

    forwards to appropriate departments and/or individuals in a timely manner. Communicates schedule changes as needed.

  • Assembles charts accurately; verifies correct patient name, orders applicable records, verifies charge information is on chart.
  • Shows commitment to individual and departmental Continuous Quality Improvement 

    and organizational operational effectiveness.

  • Adheres to all HFMG policies to ensure patient’s privacy and the confidentiality of the Health Information.
  • Provides general reception duties including\: greeting and assisting customers in a timely and courteous manner with a willing and helpful attitude.
  • Answers telephones properly, courteously, and tactfully with the public, physicians, outside businesses, and other departments. 

    Directs calls to the appropriate party and transfers when appropriate. Takes complete and accurate messages.

  • Responds to phone messages in a timely manner.
  • Maintains physician and mid-level provider patient appointment schedules.
  • Facilitates patient appointments and referrals in a timely, efficient and friendly manner.
  • Provides superior customer service focused on professional and effective communication with patients and co-workers.
  • Engages patients who have been waiting past their appointment time notifying the patients of any delays.
  • Understands the impact of actions, attitudes, and the patient’s perception as it relates to overall customer satisfaction and be self-aware of how your role affects the customer’s experience.
  • Obtains demographic and insurance information from patient in a pleasant, efficient manner and inputs data accurately into the patient management system.
  • Verifies patient’s eligibility of insurance utilizing assigned tools and resources, updates demographic and insurance as needed and copies information into the patient’s account.
  • Prepares a financial estimate of the anticipated price for the services to be rendered prior to the performance of services and communicates the information to the patient.
  • Collects all current and past-due patient responsibility balances (i.e., 

    co-payment, deductible, coinsurance, self-pay balances, retail products, bad debt balance) prior to services being rendered. 

  • Performs daily reconciliation, balancing and cash out procedures.  

  • Enters payments correctly into OTC and Cash Deposits systems.

  • Prepares the next day’s work for all scheduled patients to include the financial estimate of the patient responsibility balance. 

  • Initiates IT work tickets to resolve equipment or system related issues.

  • Maintains documentation for service on equipment.

Qualification:

QUALIFICATIONS REQUIRED

  • Educational requirement of high school graduate and 1-2 years (Certified Administrative Professional), or two-year associate degree and 1 year of experience in either clerical role or healthcare environment; or high school graduate or equivalent and two years of experience is required.
  • Typing 45 WPM.
  • Knowledge of Medical Terminology and abbreviations desired.
  • Ability to use or operate computer, copy machine, and fax machine.
  • Excellent organizational and communication skills.
  • Knowledge of Microsoft Office programs, including Word and Excel preferred.
  • Demonstrates ability to relate well to all customers.
  • Demonstrates good oral and written communication skills.
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