Job Description

Position Title: Patient Services Representative

Supervisor: Patient Services Manager

FLSA Status: Non-Exempt

Mission:

To provide our patients and community the most innovative and breakthrough treatment options to improve overall health and wellness.

Values:

Innovation

Integrity

Patient Experience

Teamwork

Job Summary:

The Patient Services Representative provides customer service and administrative support to patients. They serve as the initial point of contact for patients, answering inquiries and ensuring a positive patient experience. Core duties include scheduling appointments, verifying insurance, processing payments, and assisting with paperwork. Key responsibilities of a Patient Services Representative include, but are not limited to:

Patient Registration and Information:

• Greets patients, verifies their identity, and ensures accurate demographic information is recorded.

• Assists patients with completion of necessary paperwork (e.g., consent forms and medical history forms) and documentation.

• Updates and maintains patient records in the electronic health record (EHR) system.

• Complies with organizational and HIPAA policies and regulations to ensure patient care is kept confidential.

Appointment Scheduling and Management:

• Schedules and manages patient appointments, including follow-up appointments and reminder calls, and enters information into a computerized schedule.

• Handles appointment cancellations and rescheduling requests and resolves scheduling conflicts to maintain clinic patient flow.
• Takes inbound and outbound calls to aid Clinic Schedulers during peak volume times.

Insurance and Billing:

• Verifies insurance benefits and assists with patient insurance correspondence.

• Collects and processes co-payments, deductibles, and other payments at the point of check-in.

• Refers patients to the Billing department for assistance with billing inquiries and payment plan options.

Customer Service and Communication:

• Answers patient phone calls, emails, and other inquiries.

• Addresses patient questions and complaints or concerns in a professional and timely manner.

• Provides clear and concise information about the company's services, procedures, and policies.

Administrative Tasks:

• Maintains patient charts and files in an organized and accurate manner.
• Gathers, enters, and/or updates data to maintain clinic records and databases in an efficient, organized, and confidential manner; establishes and maintains files and records for the clinic.

• Files paperwork and processes mail/faxes/scans.
• Provides clerical and administrative support to medical staff.
• Maintains a clean, organized, and functional reception area.

• Performs miscellaneous job-related duties and tasks as assigned.

Supervisory Responsibility:

• This position has no supervisory responsibilities.

Qualifications:

• High School Diploma or GED required. Post-secondary education or prior healthcare experience strongly preferred.
• Minimum of one year of proven strong customer service and phone skills with an exceptional ability to listen and communicate to others.
• Experience in a medical/healthcare setting or insurance environment preferred.

Skills & Abilities:

• Strong communication and interpersonal skills.
• Ability to follow oral and written instructions.
• Problem-solving skills.
• Ability to manage multiple tasks and prioritize duties.
• Attention to detail.
• Ability to operate standard office equipment.
• Strong computer skills, including Microsoft Office and EHR software proficiency.
• Familiarity with basic medical terminology.
• Ability to work well whether independently or as part of a team.
• Knowledge of principles and practices of basic office management and organization.

Work Environment:

While performing the duties of this job, the employee regularly works in a clinic setting. This position is 100% in-office due to the nature of the responsibilities.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to grasp or handle objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. Employee must be able to sit for approximately 80% of time and stand for up to approximately 20% of time. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Compensation & Work Schedule:

• Full-time: 40 hours/week.
• Non-Exempt.
• Day Shift: Monday - Friday.
• No evenings or weekends. A competitive benefits package including medical, dental, vision, life, and disability insurance, 401(k), PTO time, paid holidays, and HSA plan is offered.

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