Job Description

Job Title: Patient Services Representative

Reports To: Director of Health Information Management

Department: Clinic

Type of Position: Full-time

Hours per week: 40

Job Description: The Patient Services Representative provides a positive face-to-face patient registration experience, including check-in and check-out support. This role is adaptive to the needs of the front and back of the clinic. The position is responsible for greeting patients, verifying insurance, electronically filing documentation into the EMR,collecting co-payments, and answering phone calls. The position will assist both scheduled and non-scheduled walk-in patients and is charged with creating a positive experience and introduction to the patient visit.

Job Duties:

Front office Patient Interaction

• Greeting patients with joy and in a professional manner both in person and on the phone

• Answer phone calls in a timely manner, returning or triaging calls in timeline set by NOVUS Health policy.

• Optimize patient interaction that enhances the patient check-in and check-out processes.

• Maintain a positive attitude with patients and co-workers as the organization's front face.  

Front office Daily Duties

• Perform tasks within the electronic medical record including Checking-patient in and out and verifying essential information and documenting all interactions/encounters in the EMR.

• Receive and record changes in patient information (in EMR).

• Verify and update patients' medical history, insurance information, and collect copays upon check in

• Maintain tracking of co-payments and prepare for transfer deposits.

• Assist with completing encounters, triage patient calls & consult with multiple providers.

• Ensure patients e-sign required documentation at all visits and scan required data (id, insurance,) as needed and required

• When scheduling appointments be mindful of the correct form including rendering provider, visit type and other clinical actions within the EMR.

• Assist patients as needed with Kiosk check-in

• Continually communicate with Supervisor on process challenges and successes.  

Other Duties

• Maintaining office inventory and equipment by anticipating supply needs and expediting supply orders

• Produce and distribute correspondence memos, letters, faxes, and/or forms.

• Sends phone messages to appropriate staff person or care team.
• Completes all return calls within 24 hours or less. 

• Attend meetings as required and participate.

• Other duties as assigned.  

Qualifications

• An associate degree, certificate completion or higher educational work with a minimum of three or more years of experience in front office clinical or healthcare setting. Direct work with electronic medical records (EMR), preferably with eClinical. 

• Excellent knowledge of healthcare administration and patient care processes.

• Effective communication, interpersonal and customer service skills.

• Proficiency in electronic medical records systems.

• Basic understanding of medical terminology and healthcare regulations.

• ability to critically process information.

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