Patient Service Representative

About This Role

Serve as a Patient Service Representative at the Breakthrough Care Center, welcoming patients, managing administrative tasks, and ensuring efficient patient flow while providing excellent customer service.

Responsibilities

• Acknowledge and welcome patients and visitors
• Inform staff of patient/visitor arrival and provide instructions on paperwork and waiting times
• Answer general questions about the facility, including location, restrooms, elevators, and hours of operation
• Ensure the waiting area is clean, tidy, and has appropriate patient announcements and brochures
• Convey information to patients and/or visitors as directed
• Assist or call for assistance with patients with ambulatory difficulties
• Obtain registration information from patients for input into EPIC
• Verify and/or update demographic and health plan information
• Check patients in and out of the clinic
• Provide patients with information regarding payment obligations, HIPAA Notice of Privacy practices, and clinic policies
• Collect all required forms and signatures and schedule appointments into EPIC according to Practice protocol
• Convey schedule changes to appropriate staff and review next day's schedules
• Assist patients with obtaining appointments at other physician and hospital sites and/or schedules lab or radiology testing
• Pull patient charts, file information correctly into patient charts, and maintain filing system
• Prepare charts to clinic and/or Practice specifications
• Collect copays, cash, check, or credit card payments, ensuring patients receive receipts, and post all payments in EPIC
• Balance daily cash and collections and ensure change drawers and cash are secured
• Identify problematic accounts and direct them to the financial counselor or Customer Service Department
• Answer multiple lines, screen calls, take accurate and detailed messages for all calls, and direct calls to appropriate support staff

Requirements

• High school diploma or GED
• Capable of providing excellent service to customers, friendly and approachable demeanor, resolving customer complaints, and understanding customer service principles
• Able to provide order and structure to daily processes and work environment
• Capable of interacting with, and relating to, people of varying educational levels and backgrounds, conveying information clearly and succinctly, applying listening, tact, responsiveness, empathy, and confidentiality
• Able to properly perform multiple duties at once, greeting, message taking, checking patients in/out, while maintaining attention to detail
• Able to be flexible and comfortable in adjusting to changing activities, maintaining calm under pressure and thinking clearly to enhance problem solving
• Works effectively with others to accomplish objectives and goals
• Ability to learn and become proficient in EPIC software
• Basic knowledge of Microsoft applications

Qualifications

• High school diploma or GED
• Preferred one year experience in a customer service setting, preferably in a medical office with basic knowledge of medical terminology.

Nice to Have

• One year experience in customer service setting, preferably in a medical office with basic knowledge of medical terminology
• Able to type a minimum of 30 wpm

Skills

* Required skills

Benefits