Patient Service Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Demonstrate and hold self and others accountable to the GBO values of:
    • Pursue Empathetic, Caring Relationships: We will care about our patients and about each other
    • Embrace the Difficult: We courageously seek challenges and change
    • Take Responsibility:  We take ownership for our actions, provide solutions to problems and demand the same for each other
    • Be Better: We constantly seek opportunities to learn and improve who we are and what we do.
  • Greets the patients with a smile, making immediate eye contact and welcoming the patient to the practice.
  • Verification and updating of the patient’s demographic and insurance information.
  • Collects applicable co-pays and other non-covered service charges and accurately applies multiple forms of payments to the patient’s account.
  • Maintains physical possession of the registration cash drawer and the security of its contents at all times.  Accurately and consistently balances per office policies.
  • Prepares and maintains accurate appointment schedules for designated providers and resources.
  • Applies scheduling guidelines accurately to create an efficient flow.
  • Applies advance access principals and critical thinking skills in determining the best scheduling options to meet the patient and clinic needs.
  • Collaborates with clinical team to continually improve access and reduce backlogs and delays.
  • Collaboration with hospitals (and other ancillary facilities) regarding the scheduling of testing &/or appointments.
  • Assess patient needs; independently taking appropriate action.  Screens calls for emergencies, appropriately identifying life threatening symptoms and directs calls utilizing standardized protocols.
  • Demonstrates a commitment to service, organizational values and professionalism through appropriate conduct and demeanor at all times.
  • Accepts and enters verbal/telephone orders at the direction of a physician or Nurse practitioner, into the Electronic Medical Record.

 KNOWLEDGE, SKILLS, AND ABILITIES:

  • Accepts and enters verbal/telephone orders at the direction of a physician or Nurse practitioner, into the Electronic Medical Record.
  • Clear and concise verbal and written communication; maintain professional telephone etiquette
  • Excellent keyboard skills; Knowledge of how to use office equipment including phone, computer, copier, fax machine and scanner.
  • Appropriate utilization of grammar and spelling; Knowledge of medical terminology
  • Ability to respond to stressful/emergency situations or frequent interruptions in a calm and effective manner; ability to multi-task
  •  Maintains confidentiality and protects sensitive data at all times.
  • Adheres to organizational and department specific safety standards and guidelines.
  • Works collaboratively and supports efforts of team members.
  • Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community.
  • Knowledge of medical terminology.

QUALIFICATIONS AND EXPERIENCE:

  • High School Diploma, GED or equivalent work experience.
  • Experience in a customer service setting, preferably in a medical office or health care facility. Call center experience helpful.
  • Experience using Microsoft Office Programs and Electronic Medical Record system(s) preferred.

 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

  • Occasionally lift up 10 lbs.  Rarely push/pull up to 25 pounds.
  • Regularly required to stand; sit; climb, balance, stoop, kneel, crouch or crawl; twist; bend; walk; use hand to finger, handle, or feel; reach with hands, arms; talk and hear.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and to adjust focus.
  • Sit for prolonged periods of time.
  •  Work is generally performed in an office setting; desk/cubicle with chair, computer and phone
  • The noise level in the work environment is usually quiet to moderate
  • This job operates in a health care setting. This role routinely comes into contact with patients who may have contagious illnesses. Occasionally, exposed to hazardous chemicals.

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