Patient Services Representative

Job Summary
Under the direction of the Clinic Manager, Clinic Administrator, or Patient Services Representative Supervisor, the Patient Services Representative plays a key role in providing exceptional customer service to patients by greeting them warmly, answering any inquiries they may have, and ensuring they have a positive experience during their visit. The Patient Services Representative must have a strong attention to detail and the ability to multitask in a fast-paced environment.This position requires excellent interpersonal and customer services skills andmust be courteous and helpful to everyone walking into a clinic.

Supervisory Responsibilities: None
Essential Duties/Responsibilities

• Greet and assist everyone who walks in the door with eye contact and a smile, ensuring everyone feels welcome and cared for
• Register new patients and patients who have fallen out of care either in person or over the phone
• Gather all documents required for new patient registration, ensuring accurate patient demographics and guarantor information at every patient visit
• Identify patients who require program assistance and schedule patients with Care Coordinator Specialist for assessment and program enrollment
• Answer incoming calls within 3-4 rings and make patient calls in a courteous and professional manner
• Return voicemails by the end of the next business day
• Schedule patient follow-up appointments, confirm upcoming appointments, and reschedule as indicated
• Ensure that appropriate insurance is selected for services rendered for the date of the scheduled visit
• Check patients in and out for scheduled or walk-in appointments
• Ensure patients are empaneled according to provider of record and keep up to date with the provider's panel management
• Assist and encourage patients with signing up for MyChart
• Answer MyChart patient messages related to registration and/or appointment scheduling
• Assist patients using tablets or other devices to obtain demographic information required to establish electronic record as needed
• Run, review, and demonstrate understanding of insurance eligibility
• Scan all information pertaining to registration into EHR
• Monitor and respond to website inquiries requesting new patient information
• Collect and turn in Release of Information (ROI) to HIM department
• Collect applicable co-pays and outstanding balances at time of check in
• Keep track of daily incoming documentation for providers
• Follow up on no-shows and send out no-show letter as stated on no-show workflows
• Advise Case Manager or EIS Worker when patients indicate need for linkage to internal/external resources (when applicable)
• Keep supervisor informed of office equipment upkeep/maintenance
• Complete appointment confirmation calls for unconfirmed patients 24 hours prior

• Perform other duties as assigned