Patient Service Representative - Department of Specialty Care, Endocrinolog

at  Knox Community Hospital

JOB SUMMARY

Responsible for providing customer centered service in all aspects associated with the front office areas in the Department of Primary and Specialty Care. Must be an expert in processes and customer service areas associated with a Physician clinic. This position is responsible for providing their customers (patients, clinicians, peers) with the most current and accurate information ensuring efficient services offered. Must ensure proper, full service scheduling, registration, patient demographics, insurance information (including changes to insurance), insurance verification, collection of proper co-pays, and communication to patient once patient liability determined.

KNOWLEDGE AND SKILLS

Must be able to work with minimal supervision while utilizing resources when needed. Medical Terminology knowledge is a requirement. Ability to use a variety of software packages which include the Electronic Medical Record, Scheduling, and Registration related systems. Responsible for knowing policies and procedures for hospital, division and physician services. Must demonstrate knowledge of disaster and/or emergency management procedures while responding appropriately.

EDUCATION AND WORK EXPERIENCE

• High School diploma or equivalent
• Minimum one year of customer service experience and/or have worked in a healthcare setting
• Previous experience with registration, medical billing, medical records or workers compensation preferred

PRIMARY JOB RESPONSIBILITIES

Assists in front area processes while maintaining a customer centric attitude with patients, clinicians, management, and peers. Ability to deliver great customer service while working in a fast paced environment. This includes multi-tasking to work in several software systems while completing daily associated tasks.

Data Integrity in Physician Services Software:

• Excellent data entry skills

Patient Scheduling:

• Full service scheduling to meet the needs of the patient
• Ensures that all demographic information is achieved during the scheduling process

Patient Information:

• Performs registration each patient encounter
• Patient demographics verification is performed with patient
• Insurance information documented in applicable software
• Insurance verification software used each visit
• Any necessary insurance changes documented
• Ensures yearly consent for treatment has been obtained
• Ensures and additional paperwork that needs completed by patient is done prior to seeing provider

Patient Responsibility

• Communication to patient once patient liability and financial determination is realized
• Collection of proper co-payments at time of visit

Patient Charts (Electronic Medical Record)

• Ensure that any/all additional documentation is scanned and indexed into the chart when received
• Ensure all necessary documentation is completed when entering information
• Assists in preparing for each patient visit by reviewing and documenting as necessary
• Assists provider with giving them the necessary information needed to complete visit
• Assist with the patient referral paper process and getting patient scheduled as needed
• Ensure that all documentation is completed in accurate area of chart
• Ensure that workflows are followed so that charts are maintained for data integrity

Assist with transporting patients to treatment areas via wheelchair or moveable bed.

ADDITIONAL RESPONSIBILITIES

• Enhance the customer experience by providing real-time information so that they are informed at every stage of their visit
• Positive attitude
• Courtesy
• Able to prioritize and coordinate multiple tasks in a busy environment
• Solves routine or complex customer problems and know the resources available to direct the patient appropriately.
• Ensure all tasks associated with Front Office are known should there be more than one Front Office staff member assigned to a practice
• Communicate regularly with all staff to ensure both customer and department staff needs are met
• Required mental concentration and alertness, memory, attention to detail, reasoning, critical thinking and prioritization skills
• Provide training as needed to all Patient Service Representatives in their work environment(s).
• Complete special projects and/or other related duties as assigned
• Maintain patient confidentiality abiding by HIPPA regulations
• Other duties as assigned