PSR

Summary:

Perform day-to-day functions of the clinics front office including, appointment scheduling, patient registration, point-of-service payment collection, and other patient inquiry and problem resolution. Provide courteous and professional service to patients and assist other clinic staff as required. Create a welcoming environment for patients by exemplifying a patient-centered service demeanor.

PRIMARY ACCOUNTABILITIES

• Greets and checks in all patients and visitors.

• Schedules patient appointments

• Collects payment for services (i.e.) copays

• Answers phone calls

• Registers new patients

• Verifies patient data/insurance information in Electronic Health Record (EHR) and updates when needed

• Coordinates with nursing staff regarding daily scheduling concerns. Escalates to PSR Supervisor/Manager if needed.

• Monitors patient wait times and notifies patients of delays

• Utilizes customer services skills to de-escalate high-stress situations

• Acts as a liaison between patients and clinical staff to assure patient continuity of care

• Assists patients with questions and helps direct them to the proper clinic resource

• Adhere to all NOHN policies and procedures

• Other duties as assigned

Operational Excellence

• Uses professional skills to the best of their ability

• Provides a positive patient-centered experience for every patient

• Considers safety of patients and works to help provide a safe environment

• Maintains a current up-to-date knowledge of new policies and procedures

• Works to create an efficient, highly productive environment utilizing LEAN methodology

Relationship Management

• Works collaboratively with all staff, providers and leadership

• Engages others as part of a team-oriented philosophy