Associated Urologists of North Carolina

Compensation

Full Description

Description: GENERAL SUMMARY The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff. ESSENTIAL JOB FUNCTION/COMPETENCIES Responsibilities include but are not limited to: • Welcomes and greets all patients and visitors, in person or over the phone. • Is responsible for keeping the front desk area clean and organized. • Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards). • Collects outstanding patient balances. • Obtains referrals and authorizations when required. • Scans incoming faxes, consents, reports, and all other patient information into patient chart. • Generates batch transmittal reports for each day. • Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff. • Schedules follow up services and office visits for patients. • Responds to inquiries by patients, prospective patients, and visitors in a courteous manner. • Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment. • Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended. • Ensures proper hand off of responsibilities once their task is completed. • Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts. • Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions. • Consistently demonstrates good use of time and resources. • Ensuring that all medical records are accurate and complete. • Performs other position related duties as assigned. CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS • N/A KNOWLEDGE | SKILLS | ABILITIES • Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs. • Ability to answer multiple incoming telephone calls. • Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations. • Customer-oriented with ability to remain calm in difficult situations. • Ability to work independently and manage multiple deadlines. • Ability to comprehend established office routines and policies. • Ability to keep financial records and perform mathematical tasks. • Knowledge of Medical Terminology. • Excellent verbal and written communication skills. • Proficient interpersonal relations skills. • Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.). • Ability to navigate online health insurance portals to verify benefits. • Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse. • Complies with HR confidentiality standards. Requirements: EDUCATION REQUIREMENTS High School Diploma or equivalent required. Some college work preferred. EXPERIENCE REQUIREMENTS Minimum of 1-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred. Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred. REQUIRED TRAVEL N/A PHYSICAL DEMANDS Carrying Weight Frequency 1-25 lbs. Frequent from 34% to 66% 26-50 lbs. Occasionally from 2% to 33% Pushing/Pulling Frequency 1-25 lbs. Seldom, up to 2% 100 + lbs. Seldom, up to 2% Lifting - Height, Weight Frequency Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33% Floor to Chest, 26-50 lbs. Seldom: up to 2% Floor to Waist, 1-25 lbs. Occasional: from 2% to 33% Floor to Waist, 26-50 lbs. Seldom: up to 2%