Patient Service Representative- West Cobb

The person in this role may act in either, all, or some of the following functions and must be efficient in all processes associated with any or all of the functions listed:
•    Check-In representative
•    Check-Out representative
•    Call Center representative
•    Kiosk Greeter
In addition, this role must be able to travel to any and/or all locations as needed based on clinic staffing needs.

• Must greet patients and staff in a pleasant, positive, respectful manner at all times.
• When acting in role of Kiosk greeter, this position is responsible for patrolling the area near kiosks and assisting patients with electronic check-in process
• Ability to register patients in an efficient and accurate manner as outlined in the department policies and procedures.
• Must be able to travel unassisted between locations as needed.
• Must possess working knowledge of applicable insurance programs and have the ability to apply appropriate information as part of the patient scheduling and registration process.
• Clearly communicates to patients their insurance coverage; to include routine coverage, medical coverage and non-covered services such as refraction fees.
• Read system alerts and collect or advise patients regarding their balance due, need to update or add additional information.  
• Must monitor Main Patient Waiting area, and bring to the attention of clinical staff any patient waiting more than 20 minutes.
• Answer the telephone using appropriate MEC greeting using a warm and friendly voice.
• Responsible for entering accurate charges 85% of the time.
• Must understand insurance payment requirements for all physicians and optometrists.
• Must use the insurance matrix, Medicare allowable book and MEC Adjustable Fee Schedule routinely in order to collect correct amount on patient’s insurance
• Verify vision and medical coverage and enter appropriate authorizations in the system as required.
• Collects co-payments and appropriate deductibles 85% of the time.
• Reviews Charge Preview Report daily for accuracy.
• Must use Tele-check service and credit card electronic payment systems (as applicable, based on location).
• Upload Televox reports
• Responsible for obtaining Meaningful Use (MU) data within regulatory guidelines.
• Responsible for utilizing and meeting current quota with Brevium (patient recall) system.
• Generate receipts for patient transactions 85% of the time.
• Schedule patient for proper follow up appointment as requested by provider, OR enter patient information in Recall system 85% of the time.
• Use cross selling skills, to provide information about Marietta Eye Optical (MEO) and their eye glasses or contact lens products as outlined in the company policy and procedures.
• Generate key closing reports that will assist in balancing transactions at the end of each day as outlined in the company policies and procedures.
• End of the day transactions must balance 100% of the time. Batches for Check-In and Check-Out must balance and charges posted correctly at the end of each working day.
• Work with clinical staff to obtain final diagnosis code(s), when they have been omitted from fee sheet.
• Prepare for next day by printing schedule, pulling vision plans or checking the missing charge report for each patient appointment.
• Must be able to handle team conflict in a professional manner as outlined in the company policies and procedures.
• Communicates patient related problems to management within a reasonable amount of time.
• Answer switchboard calls within three (3) rings.
• Ability to handle up to 500 calls per day with speed, calmness and accuracy.
• Transfers internal and external telephone calls to staff, departments or satellites as outlined in department policy and procedures.
• Follows office procedure for patient medical record transfer to other physician or provider office or facility.
• Actively promotes practice by following guidelines for handing or sending welcome letters and educational handouts
• Contacts Patient Financial Services to discuss outstanding balances when patients as communicated through NextGen Alerts or other communications..
• Document messages and create tasks for Triage/Technician-On-Call.  (TOC),  when needed.
• Contact physician or technician to obtain approval for “work-in” or “schedule override” appointments as needed.
• Maintain patient confidentiality at all times.
• Assists other staff as needed and attend required meetings.
• Appointments are scheduled.
• Add patient demographics and insurance information to the practice management system. Information includes but is not limited to, name, address, insurance, email, telephone numbers, primary and referring physician.
• Advise patient of any special instructions and directions to clinic.
• Confirm appointments as needed.
• Cancel and reschedule appointments, as necessary.
• Reviews confirmation list each morning, and makes appropriate notations in the system.
• Prepares new medical record charts as needed (applicable based on location).
• Checks medical record charts back into chart system using NextGen Chart notes (location specific).
• Sends out patient Recall cards, makes address changes in system as needed.
• Must demonstrate proficiency in using NextGen for registration, check out, medical record request, insurance matrix utilization, chart note documentation, TOC documentation.
• Must demonstrate proficiency in using telephone system.
• Maintains a clean and uncluttered appearance of the reception and front office area.
• Adheres to office policies outlined in the Employee Handbook.
• Assumes accountability for his or her own work performance.
• Responsible for reviewing emails daily and changing protocol as directed in email and other electronic communication.  
• Follows assigned work schedule and hours
• Participates in staff development through morning huddles, staff meetings, continuing education courses, evaluations and constructive daily problem solving and conflict resolution.

Education 

High school diploma or GED

Experience 

One year previous experience or training in patient registration or a related area in a healthcare facility.