Patient Service Rep

Company: UW Medicine Valley Medical Center
Location: Renton
Posted on: August 4, 2022

Job Description:

Job Description VALLEY MEDICAL CENTER Job Description Clinic Network The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization. TITLE: Patient Service Representative ROLE: See criteria for Administrative Partner for generic job duties AREA OF ASSIGNMENT: Outpatient Clinic RESPONSIBLE TO: Clinic Manager Prerequisites: High School Graduate or equivalent (G.E.D.) preferred. Demonstrates basic skills in keyboarding (35 wpm) and using a personal computer in Windows 2000 or XP environment. Able to communicate effectively in oral and written form in English language. Evidence of excellent communication skills both oral and written including the ability to spell accurately and write legibly. Excellent customer service skills. Knowledge of medical terminology and abbreviations and can spell and understand commonly used terms preferred. Minimum of 2 years of experience in a reception role, or 1 year in a physician's office. Float Pool: 1. Has adequate transportation to travel to clinics and VMC campus as necessary. General Qualifications: Demonstrated ability to function effectively and interact positively with patients, peers and providers at all times. Demonstrated ability to access, analyze and apply concepts associated with protocol, policy and guidelines. Demonstrated understanding of agency compliance standards. Possess excellent customer service skills: Acknowledges and positively greets each person within 3 seconds of entering the reception area. Ability to communicate and work effectively with the physical and emotional development of all age groups. Neat and well-groomed appearance, business professional. Demonstrated ability to maintain a calm demeanor at all times. Demonstrated ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent. Demonstrated ability to successfully manage telephone interactions. Demonstrated ability to speak, spell and utilize appropriate grammar and sentence structure. Demonstrated ability to successfully utilize varying computer tools and software packages: a. Utilize multiple monitors in facilitation of workflow management b. Scanning and electronic faxing capabilities c. Electronic Medical Records d. Business practice management system e. Preparation and printing of fee slips f. Preparation of patient chart TYPICAL PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS: Generic Job Functions: See generic job description for Administrative Partner. Unique Job Functions: Telephone Management: In order to serve the patient's needs successfully on the phone a PSR needs to listen well and think quickly in order to execute the patient's request. It's important to be patient, and keep the tone of your voice positive and kind. Good organization is key to navigating your way through the various computer programs while trying to locate information for the patient. Calls are continuously arriving in the call queue; the PSR is required to work quickly, while still giving the patient enough time to voice their questions and concerns. PSR's strive to utilize first call resolve. If not, then the PSR will send a message to an MA/facilitator for assistance. When taking messages the PSR gathers as much pertinent information as possible to help the MA/provider turn around requests as quickly as possible. If patients call in with urgent/possible emergent symptoms the PSR, utilizing organization guidelines/protocol will determine if they need to be triaged to a nurse, or referred to an Urgent Care or ER. The PSR's on phones manage the providers schedule in order to ensure that each appointment is allocated per appropriate network approved slots. 1. Demonstrated ability to successfully manage telephone interactions 2. Utilize appropriate tone, be pleasant and calm at all times 3. Listen to information provided by the patient 4. Document per template requirements, gather pertinent information 5. Successfully navigate through multiple software systems 6. Complete calls on average within 1 minute and 45 seconds to 2 minutes 7. Utilize first call resolve 8. Appoints patient according to patient requests and/or schedule limitations 9. Coordinates communication and information with other departments Appointment Making/Registration/Check -in and Payment Processing A positive attitude, good listening skills, and patience are essential when working the front check in desk successfully. Multi tasking is a must in order to be successful at the front office position. To check in patients efficiently, it takes someone who can prioritize and make a decision quickly on what can be done now and what can be done later. This ensures that the patients are not waiting in line for longer than necessary and provider exam rooms are kept full at all possible times. PSR's are responsible for handling confidential patient information, so focus and attention to detail are vital for this job. A PSR must verify the name and date of birth with the physical patient on each interaction and upon dispensing any and all documentation with patient related information. As a representative of healthcare a pleasant smile, a professional demeanor and good personal hygiene go a long way in impressing the patients into continuing their health care with us. Being attentive and responding quickly to the patient's needs and questions makes them feel validated, and confident about their own healthcare. An efficient PSR knows the importance of good communication with the back office regarding appointments on the day list to ensure a smooth transition for the MA's and providers throughout the day. PSR's must ensure that insurances are loaded correctly to make the billing process as smooth as possible. The PSR is also responsible for accurately collecting and recording copays/deposits. Correct billing instills confidence in the patient and helps build a positive experience for them when they choose us for their healthcare needs. Appointment Making: 1. Prepares and maintains appointment timetables for all providers, including physicians, physician assistants, nurse practitioners, RNs, and other patient care services. 2. Make appointments for outpatient services as requested. Cancels and reschedules appointments as necessary. 4. Arranges for specific patient needs for the time of the appointment, including interpreters, wheelchairs, etc. 5. Screens appointment calls for emergencies (911) and urgent requests go to appropriate team member as necessary. 6. Maintains and works lists for patients needing appointments when patient management system is down. Give the patient the option of leaving name and number, or calling back at a later time. 7. Prints, copies and distributes next day or future schedules as requested. Registration (Patient Management System): Verifies and updates the following information each time an appointment is made: Address, city, state, zip Day and evening phone numbers Insurance, including group number Reviews the appointment screen for financial/clinical and other flags and refers patient to patient financial services when appropriate. Add new account and subscriber information as identified. Determine if visit is for an accident or injury, or other type of billable service (i.e., private pay, third party). Reviews required fields in the business information management system to assure that minimum data set information is current and up to date at each patient visit. Verifies insurance eligibility with the insurance company (via web) as required Registration - Check In: Checks patients in for their appointments. Verifies whether or not patient address, phone number, employment, or insurance information has changed since the appointment was made. Directs or assists patients in completing appropriate paperwork. Generates labels and prepares chart for visit or service. Directs patient to location to wait or receive services, including lab work or x-rays. Provides information and supplies as necessary. Responsible for the efficient processing of patients through new patient and established patient registration. Keeps patient informed of delays in being seen Payment Processing: Identifies and collects co-payments for all outpatient services. Performs daily cash reconciliation and reporting. Receives and directs other payments coming into the facility. Responds to questions/issues regarding patient billing. Collects appropriate paperwork for the visit. Able to give information regarding the clinic and its financial policies. MEDICAL RECORDS: SCANNING/ELECTRONIC FAXING As a scanner you are responsible for ordering charts from archives, managing the clinic worklist by sending charts out to various clinics whom have requested them, scanning from charts for patients that are coming in for appointments which consists of documents designated per network guidelines. In addition the scanner is also responsible for scanning the incoming mail and managing incoming fax's. As needed the scanner is also asked to be a back up phone person for overflow calls. The skills associated with the scanner position are detail oriented, ability to multitask, being able to prioritize what needs to be scanned and assigned to providers first such as lab results, radiology exams, and refill requests. You should also be comfortable in identifying what an incoming do

Keywords: UW Medicine Valley Medical Center, Renton , Patient Service Rep, Sales , Renton, Washington