Under the direction of the Lead PSR, PSRs are responsible for professionally and courteously greeting all individuals who interact with them in their role whether it be in person or via phone. Our PSRs are often the first face and voice our patients and clients hear. PSRs welcome people in, direct calls to individuals and departments, schedule and reschedule appointments, collect copayments, and have daily interaction with coworkers in different roles All calls requiring triage assessments will be directed to a Registered Nurse (RN), or the Clinic Site Manager. Adherence to protocols will be in accordance with HIPAA regulation requirements. Additional responsibilities include ensuring excellence in customer service and ensuring patient access.
PRIMARY RESPONSIBILITIES: (will include, but not be limited to)
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Works in close collaboration with the entire team to ensure the delivery of an excellent patient experience.
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Ensures the cultivation of a patient-centered healthcare environment where all people feel welcomed.
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Greets patients; checks to ensure patient's appointment time. Verifies that patient has all requested medical forms and information and checks to ensure completeness.
- Explains to patient how to complete various forms relating to health history and relevant procedures.
- Collects and makes copies of all insurance forms and/or identification cards for billing and eligibility determination.
- Prepares the appropriate materials and pertinent clinical information necessary for patient visit. Advises Medical Assistant that patient is waiting to be seen. Monitors waiting time.
- Screens and routes incoming telephone calls from physicians, nurses, and patients. Answers routine inquiries and forwards complex inquiries to appropriate personnel. Takes messages as necessary.
- Books appointments: calls patient to cancel or change various appointments pending potential schedule changes; calls patient to confirm appointment.
- Makes appropriate follow-up appointments.
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Refers patients to Purchased Referred Care (PRC) Specialist to discuss details regarding eligibility.
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Collects co-payments from patients for services rendered. Provide receipts to patients.
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Communicates staff changes in patient schedules.
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Notifies superiors of any medical emergency at registration desk or lobby.
- Reconciles all payment forms received at the end of the day and submit for concurrence to the business office.
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Serves as a role model for staff by exemplary service, performance, and commitment to the organizations and its mission, vision, and values.
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Sends and receives faxes as needed.
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Verifies insurance eligibility prior to patient visit.
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Is familiar with the aims and objectives of the Health Center and express a genuine enthusiasm for its success.
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Other duties as assigned.
- High school diploma or GED equivalent.
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Minimum 1-2 years experience in a medical office preferred, but not required.
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Knowledge of basic medical terminology.
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Must have the ability to communicate effectively orally and in writing; and the ability to follow oral and written instructions. Must possess sufficient written and verbal communication skills to be able to interact with medical professionals, vendors, and agencies in a professional manner, developing rapport and enhancing business relationships. Must have legible handwriting.
- Must have the ability to work in an independent and self-directed manner and assume individual initiative. Must be willing and have the ability to accept supervision and to follow directions.
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Must possess skill in using computers and other office equipment; in composing correspondence; managing filing systems; gathering and summarizing information; and in planning, organizing, prioritizing, and executing complicated and continuing clerical assignments.
- Must have experience working with a clinical information system, or electronic health record.
- Must have the ability to work in an independent and self-directed manner and assume individual initiative
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Must be willing and have the ability to accept supervision and to follow directions.
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Must have the ability to maintain confidentiality and handle sensitive matters with discretion and tact. Must have a general knowledge of and the ability to maintain HIPAA privacy requirements.
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Must have the ability to work in a fast-paced and sometimes stressful environment.