PATIENT SERVICE REP

General Statement Of DutiesPatient-focused tasks include greeting patients, scheduling appointments, scheduling any ordered tests, validating demographics, updating insurance coverage, and collection of co-pays and account balances.Essential Job FunctionsDuties performed in the PSR position include but are not limited to the following: Able to multitask, and to independently move from one area to another providing assistance where needed on a daily basis.Answer incoming telephone calls promptly in an appropriate, professional and courteous manner.Learn daily functions of the check-in area which include but not limited to:Prepares for patients’ arrivalReview insurance for referral and/or co-payment requirementsCollect payment on account balances owed by patientMaintains daily censusAccepts and schedules all incoming consultations by phone Demonstrates understanding of customer service.Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer.Communicates in professional and friendly manner.Acknowledges visitors and accurately responds to routine requests for information.Notifies nursing staff of apparent seriously ill patient on arrival and upon dischargeChecks patients in by completing the following tasks:Verification of patient demographics (name, address, phone number) every 6 monthsConfirmation of and updating insurance information each visitInitiation of required changes as necessaryNotifying clinical personnel of patient’s arrivalCollects co-pays, payment on account (cash, check, credit card)Batches all payments, balances cash drawer dailyCoordinates patient’s discharge at the check-out are: Schedules appointments Follow-upConsultations as ordered for each patientCoordinates and schedules all chemotherapy appointmentsCoordinates and schedules all “nurse only” appointmentsSchedules outpatient radiology and laboratory testingRefers to Financial Counselors under the following circumstances:Patient requires counseling regarding financial difficultiesPatient requests/requires payment plan for accountTests that require prior approval Miscellaneous duties:Sorts and delivers departmental mailNotifies physicians of any incoming calls from referring physicians, retrieves chart for oncologist immediatelyStocks area with paper, office supplies, appointment cards.Other duties as assigned specific to department needsNew Patient Specialists (NPS)Receive referrals by electronic transmission, fax, or by mail. Acknowledge receipt to referring office. Records are reviewed for completeness: notes, path, labs, imaging, other pertinent information. Referring office contacted if additional records needed.New patient form is completed and attached to the records, then given to physicians for review.Physicians mark priority/urgency of appointment on the form and return to PSR/NPS via designated inbox in departmentPSR/NPS locates available time on physician scheduleContacts patient with instructionsNPS registers patients in systemsLogs referrals on spreadsheet for tracking and codingNew patient packet is sent to Medical Records to be scanned in chart for codingCode of Conduct:Maintains work area and lobby in neat and orderly manner.Attends meetings as required.Performs related work as required per department (See required duties specific to department)Adapts to role changes in a positive manner.Demonstrates ability to effectively function in other departments as needed.Directs Pharmaceutical Representatives to the appropriate location.Does not conduct personal business during working hours.Does not eat or drink while visible to the publicAnswers telephones, takes messages and/or routes call appropriately.Typical Physical DemandsResponsibilities may require sitting or for standing for long periods of time. Stooping, bending and stretching for files and supplies is common. Occasional lifting of files or paper weighing up to 30 pounds may be required. Work requires manual dexterity sufficient to operate a keyboard, telephone, copier and such other office equipment as necessary. It is necessary to view computer screens for long periods of time.Typical Working ConditionsWork is performed in a reception area. The position involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant. Frequent interruptions occur. Contact involves dealing with ill people.Performance RequirementsExcellent communication skills are required. Must be able to communicate to customers in a friendly, professional manner. Problem solving: The duties of the job follow established procedures with some variation in judgment required, especially when dealing with patients and in recognizing proper charge relationships. The incumbent must be able to handle patient inquiries and questions in a tactfully, courteous manner. Must be able to speak clearly and concisely. Must demonstrate the ability to read, understand and follow oral and written instructions. Demonstrates ability to accurately sort and file materials by alphabetic or numeric systems. Demonstrates ability to establish and maintain effective working relationships with patients, employees and the general public.EducationHigh school diploma or G.E.D.Job ClassificationHIPAA Compliance: In order to fulfill the responsibilities of this position, access to the following information is required: Medical Records/Patient Demographics