Patient Service Representative I

Department: Administration

Position:  Patient Service Representative I

Employee Category:  Non-Exempt

Reporting Relationship:  Practice Administrator

Character Qualities:

Attentiveness- Showing the worth of a person or task by giving my undivided concentration.

Enthusiasm- Expressing my joy in each task as I give it my best effort.

Joyfulness- Maintaining a good attitude, even when faced with unpleasant conditions.

Patience- Accepting a difficult situation without giving a deadline to remove it.

Punctuality- Showing esteem for others by doing the right thing at the right time.

Summary of Duties and Responsibilities:

Answers telephones, schedule appointments, obtain patient information, prepare chart for examination, collect and secure collections at patient check-out. Provides back-up and overflow coverage for Front Office Telephone Operator(s).

Primary Duties and Responsibilities: 

1. Receives patients at reception window.
2. Obtains required information/documentation from patient at check in.
3. Obtains financial and family information and updates it for each patient on each visit including, address, phone, insurance coverage, and DOB.
4. Updates information and makes changes as necessary in the electronic medical records.
5. Schedules appointments in electronic medical records.
6. Posts charges and payments at the time of check-out for patient
7. Verifies any late or open balances and reminds patient of the outstanding balance. 
8. Calls billing assistance to help patient with balance owed questions.
9. Accepts payments and assures daily collections are secured.
10. Balances daily transactions.
11. Assures waiting area is good order throughout the day.  Calls custodial staff as needed for assistance.
12. Follows HIPAA guidelines and Variety Care Privacy policy and procedure.
13. Assures that office equipment is in good working order.  Notifies appropriate staff member if problems arise.
14. Accepts direction from the Practice Administrator or the Physician on staff.
15. Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable.  Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
16. Embodies the strength of personal character.  Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment.  Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
17. Performs other duties as assigned.

Requirements, Special Skills or Knowledge: 

1. High School Diploma or GED.
2. Possesses legible handwriting and basic mathematic skills.
3. Possesses ability to work with the public.
4. Possesses ability to enter simple data entry and has basic keyboarding knowledge.
5. Able to communicate with patients and staff.
6. Trustworthy handling confidential information.
7. Able to work in an active and stressful environment.
8. Able to work with difficult patients from time to time.
9. Bilingual (English/Spanish)

Preferred Requirements, Special Skills or Knowledge: 

1. One or more years of clerical experience.
2. One or more years of customer service experience.

ADA Requirements:

1. Able to lift a minimum of 25 pounds. 
2. Able to sit for long periods of time.