Patient Services Representative I

Summary:

JCMC Sick and Well is looking for a Patient Service Representative (PSR) to work as our referral coordinator and front desk receptionist. This position serves as the first line of communication between a patient and care provider or care specialist. The PSR delivers the highest level of customer service and efficiency possible by answering phone calls, greeting patients, making appointments, collecting payments, promptly processing referrals, and providing general information.

Essential Functions:

• Welcomes and greets patients and visitors in person or on the telephone; answers questions and provides information on procedures or policies.

• Optimizes patients’ satisfaction and provider time by scheduling appointments in person or by telephone.

• Documents patient inquiries in the telephone template of the EHR and assigns tasks to the appropriate individual. Notifies clinical staff when immediate attention is required.

• Keeps patient appointments on schedule by notifying the provider of patient’s arrival; reviewing service delivery compared to schedule; and reminding the provider or patient of service delays.

• Contacts specialty offices to make referral appointments.

• Obtains authorizations from various insurance companies (e.g., Tricare, Medicaid, UHC, etc.)

• Answers patients’ questions and/or concerns about referrals, such as where they are being sent and which offices accept their insurance.

• Optimizes patient satisfaction by assisting in the transition of care—scheduling specialist appointments and sending appropriate medical records ahead of time.

• Completes tasks within a desirable time frame to ensure patient satisfaction.

• Communicates with providers to assist in identifying appropriate specialists and renewing specialty referrals.

• Maintains patient accounts in NextGen EHR by obtaining, recording, and updating personal and financial information.

• Collects patient payments and verifies insurance eligibility.

• Protects patient rights by maintaining confidentiality of personal, medical, and financial information.

• Performs additional tasks or assignments as directed by the supervisor.

Minimum Qualifications:

• High School Diploma or General Education Development (GED)

• 1-year experience working in a medical office setting

• Referral experience preferred

• Effective verbal and written communication at all levels, both internally and externally

• Self-motivated, quick learner, organized, detail-oriented, and able to multi-task

• Active listener with the ability to respond appropriately and professionally

Benefits:

• 401(k)

• Health, Dental, and Vision Insurance

• Employee Assistance Program

• Accident, Short-Term Disability, Long-Term Disability

• Paid Time Off