JOB DESCRIPTION OVERVIEW: The Patient Service Representative (PSR) performs a variety of duties to accommodate and support patients and visitors to the urgent care facility. The PSR is responsible for warmly greeting and providing direct assistance to patients in verifying demographic and personal information for all who present for treatment. They are the first impression and initial point of contact for all visitors to the urgent care facility. ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Represents Urgent Care by displaying a respectful and caring manner with patients and their families. Independently problem solves and utilizes resources to obtain patient information when patient is unable to communicate. Maintains confidentiality of patient information.
- Creates a welcoming environment and acts as a patient advocate.
- Interacts calmly, respectfully and in a friendly manner with other staff at urgent care. Assists in clerical duties as needed, functioning as a member of the health care team.
- Registers all urgent care, occupational medicine and workers comp patients, scans and indexes all patients' charts and faxes patient charts to the primary care physician office on a daily basis. Prepares the superbills for the Occupational medicine clients.
- Verifies patient demographics, current insurance, and obtains patient consent to treat to ensure accurate billing. Collects co-pays and past due balances. Assists patients with various forms, and obtains insurance waiver signatures as necessary.
- Schedules patient initial and follow up appointments when applicable.
- Performs a variety of duties involved in greeting and directing patients, their families, vendors, pharmaceutical representatives, and other business associates. Provides information to patients and their families on such matters as services, charges and routine treatment procedures.
- Performs administrative tasks and provides information to other departments upon request. Problem solves and utilizes resources to obtain patient information when patient is unable to communicate, seeking assistance as needed.
- Accepts packages and deliveries from outside and inside sources, directing and distributing or sorting as needed.
- Checks petty cash weekly, completes petty cash reports for reimbursement to company store whenever supplies are needed.
- Assists in compilation of data for regular and special reports as requested by the practice manager and other management personnel.
- Assists other departments as needed.
- Demonstrates the ability to accept responsibility for appropriate conduct within the office setting and with other department associates.
- Functions as a member of the health care team related to patient care by interaction and cooperation with physicians and other health care professionals.
- Routes patient records and specimens to assigned locations as needed.
- Maintains inventory of office supplies.
- Maintains strict confidentiality of patient information.
- Completes administrative duties in a timely and efficient manner as set forth by the practice manager. Reports errors or problems so that appropriate action may be taken for patient care.
- Ensures adequate and appropriate patient follow-up regarding prescriptions, referrals and diagnostic testing. Contributes to patient care through patient and family education, distributing resource literature and referrals as needed.
- Complies with quality assurance, HIPAA, customer service, infection control, and safety guidelines and other policies as set forth.
- Refers patients to proper resources including transfer, follow up and appointments as directed by clinician.
- Participates in ongoing training through completion of online training, attending in-person training sessions and meetings as required.
- Participates in development and implementation of general policies and procedures to provide for the physical and emotional comfort and safety of patients.
- Maintains CME requirements through continuing education and in-service training.
- Ensures cleanliness of office and clinical environment.
- Other duties as assigned and requested.
- Attendance and being on time, ready to work your scheduled hours is an essential job requirement.
QUALIFICATIONS / PREFERRED EXPERIENCE:
- Associates Degree in related field preferred, minimum of High School diploma required
- Minimum of 1 year in previous customer service related position required
- 1 to 3 years' experience in a medical office/clinic environment preferred
- Prior experience with electronic medical records preferred
- Please refer to skills Checklist for applicable skills requirements
KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to perform patient intake and document problems appropriately, seeking guidance as needed.
- High degree of verbal and written communication and interpersonal skills to determine needs, provide information, instruct, and provide emotional support.
- Working knowledge of general office equipment including fax and copy machines, multi-line phone system, and personal computer.
- Ability to address and resolve conflict, including challenging patients/clients in a professional manner.
- Ability to maintain strict confidentiality.
- Ability to perform detail-oriented work.
- Ability to adapt to a changing and growing atmosphere.
- Courteous and professional demeanor.
- Willingness to work as a team player to meet common goals of the facility.
- Ability to work in fast-paced, demanding environment.
- Excellent customer service skills.
- Promote positive department morale through effective teamwork.
- Ability to work and travel to multiple locations if needed.
PHYSICAL / ENVIRONMENTAL DEMANDS:
- Job performed in a well-lighted, modern office setting.
- Occasional travel locally
- Occasional lifting/carrying (10 pounds or less)
- Occasional standing/bending
- Moderate to high stress level
- Prolonged sitting, telephone and computer use
- Associated health risks related to patient exposure including bodily fluids and disease
This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week. DISCLAIMER: Cooperative, positive, courteous and professional behavior and conduct is an essential function of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with co-workers, peers and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others as well as responding appropriately to job performance feedback from the supervisor. Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.