Description:
JOB SUMMARY
A Patient Service Representative III is a multi-skilled person trained to assist patients in the all non-clinical aspects of a front office medical practice, to include but not limited to the scheduling process, obtaining necessary referrals, verifying patient demographics and insurance information, collecting co-pays, and resolving patient inquiries. The Patient Service Representative III assists patients, the Practice Manager, physicians and clinical staff to ensure operational efficiencies.
EDUCATION/EXPERIENCE REQUIREMENTS
- Minimum education requirement is high school diploma, or equivalent.
- Minimum two (2) years' experience in a healthcare required, ophthalmology or optometry preferred.
- Must successfully pass Patient Services Representative (PSR) training and can perform all responsibilities associated with PSR duties within 90 days of hire or transfer into position.
- Successful completion of insurance loading course and monitoring period within 90 days of hire or transfer into position is preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Schedule patient appointments within the prescribed protocol.
- Prepare charge tickets for the next day appointments.
- Verify all necessary referral and authorization information is in place prior to the appointment.
- Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
- Verify and update demographics and insurance in the practice management system at each patient encounter.
- Notify clinical staff patient has arrived and provide nurse with appropriate documentation and information for the visit.
- Collect all co-payments, deductibles and other monies owed at the time of service. Follow established protocol for receipt writing, cash collections, and nightly deposits.
- Complete deposit log at end of each day.
- Check out patient according to office protocols.
- Answer telephones promptly and in a professional manner according to Corporate customer service standards.
- Review all charge tickets and resolve any incomplete items.
- Properly tag and route charge tickets for MedPro.
- Maintain a ‘check and balance’ system by comparing charges to daily physician schedules.
- Manage schedule to ensure maximum utilization of available time slots.
- Utilize appropriate system, processing each referral according to office protocol.
- Verify patient appointment via telephone prior to patient appointment as instructed.
- Comply with Corporate policies as directed, carrier policies, and other corporate protocols.
- Prepare all pertinent information for scheduled appointments, according to protocol.
- Retrieve moneybag each morning.
- Key and release charges into the charge scrubbing system daily.
- Accurately load insurance information into the practice management system.
- Complete the Missing Service Report (MSR) in a timely manner.
- Accurately maintain the departmental schedules utilizing the Scheduling Maintenance system.
- Assist Practice Manager with front end denials as requested.
- Other duties as assigned.
CORPORATE CULTURE RESPONSIBILITIES
- Follow established corporate and department-specific policies and procedures.
- Attend all corporate and department-specific required training.
- Uphold MCC’s Purpose, Values, and Vision.
- Abide by MCC’s Corporate Culture Responsibilities.
- Perform other duties as may be assigned cheerfully and willingly.
Requirements:
KNOWLEDGE, SKILLS AND ABILITIES
- Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
- Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
- Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
- Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.
- Proficient in use of English language both in written and verbal communication.
- Must be able to communicate with individuals of varying socio-economic backgrounds.
- Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Professional demeanor and recognition of privacy considerations for patients and families.
PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
- Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
- Standing/Walking: Occasionally; activity exists up to 1/3 of the time
- Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
- Ability to look at a computer screen for extended periods.
- Ability to perform constant repetitive hands and finger motions.
- Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
- Talking (Must be able to effectively communicate verbally): Yes
- Seeing: Yes
- Hearing: Yes
EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
- Must exhibit stable work behaviors daily.
- Must possess adequate individual coping skills.
- Ability to remain calm and professional regardless of workload or time constraints.
- Must be able to work under stress and remain calm and professional.
WORK ENVIRONMENT
- Clinical front office environment
- Exposed to frequent and constant interruptions in daily functions/schedule.
- Must be available to customers and staff throughout the day.
- May be required to work extended hours to meet department needs.