Patient Services Representative / Medical Receptionist / Call Center
Orthopedic Specialists of Seattle Clinic Seattle, Seattle, Washington, United States of America
Job Description
Posted Thursday, October 17, 2024 at 10:00 AM
Description
Proliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State.
At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people from a wide variety of backgrounds and encourage growth and development to make our organization a great place to work. We draw on the differences in who we are, what we’ve experienced, and how we think to create Exceptional Outcomes, Personally Delivered.
We are proud to offer a comprehensive and competitive benefit and pay package including health coverage, 401k with match and profit share, PTO and more!
Position Summary
The Patient Services Representative (PSR) represents the face of Proliance Surgeons and the first impression for our patients and their loved ones. The PSR acts as a liaison associate for patient appointments, accommodation, and access to the physician. This includes booking appointments, greeting patients, using appropriate medical terminology while verifying eligibility, processing necessary information to support that activity, and triaging with physicians and medical assistants on acute scheduling problems.
Travel between Wallingford and Ballard offices required, based on business needs.
Key Duties and Responsibilities
- Provide exemplary customer service, both in person and on the phone.
- Greet and direct patients, vendors, and visitors.
- Follow established protocols to schedule patient appointments, check in/verify information for established and new patients, confirm insurance/referral, and ensure consent forms and all patient information are up to date in practice management software and electronic medical record systems.
- Answer multiline phone system and screen calls as necessary. Answer phones in a pleasant, timely manner, take messages, schedule patient appointments in accordance with office scheduling policies, and direct calls/messages to appropriate staff or physicians. Identify payor source, verify insurance eligibility and financial status.
- Enter personal health information and financial information into practice management system with a high rate of accuracy; comply with federal and local laws to ensure patient privacy.
- Assist patients with check-in process and completion of paperwork or forms when necessary.
- Proactively communicate status of appointments, wait times, or cancelled or rescheduled appointments.
- Review records for completeness, print necessary updates, and put records in order.
- Review physician clinic schedule for accuracy.
- Collect and post co-pays, coinsurances, pre-payments, and balances due on patient accounts.
- Facilitate flow of patients by coordinating with medical assistants and clinical team.
- Schedule appointments, conferences, and meetings in person, as requested.
- Schedule interpreters for patient appointments as needed.
- Complete duties and assist others as directed.
- Follow all policies as introduced during new associate onboarding, updated real time, and outlined in Associate Handbook.
Education/Experience
- High School Diploma or the Equivalent.
- 1-2 years relevant experience in public contact, preferably in a medical office environment.
- Minimum 1-year front office or reception experience, medical preferred.
- Practice Management experience (desired).
Knowledge, Skills and Abilities
- Great interpersonal skills; demonstrating patience, composure, and cooperation; working well with all patients, physicians, and staff.
- Adherence to all safety, risk management, and precautionary procedures (OSHA/WISHA), including consistent respect for confidentiality (HIPAA).
- Use time efficiently, with attention to quality, detail, accuracy, and completion.
- Willing and able to be flexible with working varied hours and dependable with attendance.
- Ability to remain objective in personal situations.
- Able to adapt to change, delays, or unexpected events while maintaining a positive mindset.
- Clear oral and written communication.
- Ability to provide feedback to improve performance.
- Self-motivated; able to work independently, measure self against standard of excellence, and overcome obstacles and challenges with little supervision.
- Ability to prepare records in accordance with detailed instructions.
- Must be able to type with speed and accuracy.
Work Environment/Physical Demands
The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.
Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required. Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May require working under stressful conditions or working irregular hours.
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