Patient Service Representative / Front Desk Receptionist
A Patient Service Representative / Front Desk Receptionist provides optimal patient-centered services supporting the practice front office administration by performing reception, registration, check-in, check-out and customer service functions. Executes the day-to-day activities of patient-facing service ensuring quality assurance and customer service satisfaction while facing and coordinating communication between patients, family members and staff.
Essential Duties and responsibilities
·Serves as initial point of contact for patients and visitors, creating and providing a positive experience
·Timely registration of patient(s) arrival by validating accurate demographic information.
·Professional collection of out-of-pocket payments prior to services being rendered.
·Assuring all payments are posted timely and all monies balance at the end of the day.
·Inform patients about delays and wait times; when necessary, follow up with patients to ensure their inquiry or complaint has been satisfactory resolved as needed.
·Answering, investigating and/or directing patient inquires or complaints to the supervisor or manager.
·Obtaining and validating photo identifications and insurance cards, scanning relevant documents into patients’ chart electronically and categorizing appropriately.
·Managing outgoing and incoming faxes thru both electronic and manual fax machines.
·Maintaining appropriate levels of administrative office supplies needed to adequately perform your duties.
·Proper use of phone and written etiquette when handling correspondence
·Maintaining reception and patient waiting area(s) such as cleanliness, sanitation, and literature organization.
·Maintain strict confidentiality of PHI in adherence and compliance to HIPPA regulations.
·Proper answering of phone calls
·Scheduling and confirming appointments as needed and documenting all calls for high end studies.
·Triaging all calls and assuring proper routing.
·Organize and prioritize tasks to meet deadlines while ensuring and maintaining efficient patient flow.
·Adherence and compliance to company policies, procedures, operational objectives, and goals.
· 2+ years of exceptional customer service delivery preferred
· Positive interpersonal communication and critical thinking skills
· Ability to work in a high volume and fast-paced environment
· Computer knowledge and skills, EMR/HER experience preferred
· Knowledge of basic medical terminology preferred
· Bilingual (bonus)