Patient Services Rep - Urgent Care
- Greets and accurately registers patients in EMR system verifying essential billing and demographic information.
- Coordinates scheduling of patient appointments (phone and in-person requests)
- Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
- Distributes communications accurately, based on practice protocol.
- Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.
- Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed.
- Notifies patient care area when patient has arrived and is ready to be seen.
- Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary.
- Performs other related duties as required.
- Reviews encounter forms for accuracy and completeness, checks with physician for missing information.
- Enters patient charges into the EMR system according to established policies and procedures.
- Batches encounter forms and balances charges.
- Releases information from records, only according to corporate policies and procedures.
- Ensures the availability of properly prepared patient medical records, daily schedules and related forms.
- Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area. Education/Experience Required:
- High school diploma or equivalent.
- One to two years related customer service experience
- Experience handling difficult caller/customers/patients.
- CRT/PC experience in a customer service setting.
- Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system preferred.
- Strong communication skills.
- Ability to solve problems posed by callers seeking referrals, appointments, billing issues and clinical information.
- Ability to function in a high volume, multiple-task environment, possibly in a crowed or closely shared work space.
- Exposure to ill patients.
- Ability to work under stressful conditions with demanding customers.
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