The Patient Service Representative is the face of Palomar Health Medical Group. S/he is responsible for greeting & checking in patients, answering phones, documenting accurate patient information and ensuring overall patient flow. The PSR will schedule walk-in appointments, ensure accurate patient insurance information, explain billing procedures, collect co-payments, deductibles and co-insurance, prepare/file patient forms, and process medical records.
ESSENTIAL FUNCTIONS:
- With a friendly disposition and tone, greets and checks in patients when they arrive to the office and/or guides patient through self-service kiosks.
- Maintains a high-level of customer service with patients and their family members, staff, and providers.
- Answers heavy volume of calls internally and incoming calls from referring providers; resolves call queries promptly.
- Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration.
- At time of service, ensures all insurance, personal and health information is verified. Scans insurance card and ID into patient's file.
- Responsible for out-bound calling regarding missed appointments, to follow-up with tasked messages, outreach, Medicare wellness visit scheduling, TransactRx authorizations and Arch-to-Arch. Graybill and SCMG referrals.
- Ensures smooth patient flow by monitoring daily scheduling, scanning lobby for waiting patients, and following-up with Back Office staff as needed. Straightens lobby area to ensure a positive and professional environment for patients.
- Collects patient insurance co-payments, co-insurance, deductibles, and prior balances as well as explains payment policy/billing procedures and patient financial responsibility.
- Prepares and files patient forms while protecting patient personal health information according to HIPAA requirements.
- Balances daily monies and receipts, ensures accuracy of batch summaries, and creates deposits.
- Makes recommendations to improve processes and procedures with a focus on improving patient flow, patient satisfaction, and quality.
- Monitors, manages, and routes patient portal messages.
- Serves as department receptionist for outside vendors and contractors.
- Completes other duties as assigned.
REQUIREMENTS:
High School diploma or GED, and minimum one year of experience in a customer service position, preferably in a medical practice setting. Working knowledge of contracted insurances, patient benefits, and third party requirements preferred. Experience answering telephones and computer proficiency required.
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