Patient Service Representative

• Greets patients and visitors and responds to routine requests for information
• Answers telephone, screens calls, and takes messages
• Registers patients
• obtains demographic and insurance information
• verifies insurance coverage, collects co-pays, deductibles, and previous balances
• posts payments and updates demographic and insurance information
• obtains prior authorizations when needed
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules
• Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient
• Coordinates the scheduling of more complex patient appointments, tests and procedures
• Instructs the patient on pre and post-procedure protocols
• Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate
• Ensures insurance and patient information obtained is complete and accurate
• Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner
• Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary
• May educate patients, staff and providers regarding prior authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance changes or trends
• Acts as a resource to patient services staff, resolving moderately complex patient concerns
• Assists department leadership with orientation and training for patient services staff

• High School Graduate
• Typically requires 1 year of experience in providing customer service that includes experiences in patient scheduling, registration and department / medical clinic reception
• Excellent customer service skills
• Excellent communication (written and verbal) and interpersonal skills
• Intermediate computer skills including experience in using personal computers
• including Microsoft Office or similar applications, and electronic mail
• Understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process
• Training or experience in keyboarding/data entry with an emphasis on speed and accuracy
• Excellent organizational skills
• Ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically
• Ability to work in a fast paced environment with a strong attention to detail and accuracy
• Must be able to sit for extended periods of time

Previous PSR and/or EPIC experience preferred

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program