Patient Service Representative

Envision Imaging is looking to add a PRN Patient Service Representative to our team!

Summary/Objective:

The Patient Service Representative (PSR) focuses on the delivery of patient care and facilitates the needs of the physician. The PSR ensures the patient knows and feels that they are the most important person in that moment, creating an environment where patients know they are a priority and providing spectacular service. Administrative tasks include answering phones, data entry, patient check in/out, scheduling appointments, entering charges, verifying insurance coverage, receiving payments, and issuing receipts. The PSR supports company initiatives by adopting new approaches, practices, and processes to deliver unmistakable quality, spectacular service, and operational excellence consistently.

Essential Functions

• Answers inbound calls to the Center.
• Provides a friendly and warm greeting to all patients and/or providers.
• Checks scheduled patients in/out and ensures proper documentation is received from the patient.
• Collects co-pays, co-insurance, and deductible if necessary.
• Listens and resolves patient, provider, and customer complaints, communicating to PSR Lead and/or Area Manager as needed.
• Ensures accurate data entry for patient registration.
• Assists with medical records as needed.
• Ensures all queues are processed in a timely and efficient manner while adhering to all process & compliance requirements.
• Manages eRIS Center workflow, including daily schedule, billing complete, priors grid, delinquent exams, waitlist, report delivery queues, and collection of TOS.
• Stays abreast of known carrier related issues and identifies carrier specific concerns (e.g., out of network, specific plan limitations).
• Monitors schedule and ensures all data, attachments, history, etc. are completed before the exam is completed.
• Facilitates no-show appointments (calls patients, cancels, reschedules).
• Reschedules and cancels appointments as needed/directed (receives incoming/outgoing calls to patients).
• Monitors waiting room to avoid extended wait time and assists patients as needed.
• Requests orders and processes new/same-day requests.
• Requests all patients complete a satisfaction survey after their exam.
• Other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

• Communication Proficiency.
• Organizational Skills.
• Time Management.
• Problem Solving/Analysis.
• Customer/Client Focus.
• Collaboration Skills.

Supervisory Responsibilities

This position has no supervision responsibilities.

Work Environment

This job operates in an outpatient clinical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear.

Travel

No travel is expected for this position.

Job Qualifications

Minimum Qualifications/Experience:

• One plus year of experience providing exceptional customer service – healthcare environment preferred
• Detail oriented, self-motivated, a problem solver and a team player
• Ability to navigate multiple computer screens and browsers quickly and accurately
• Ability to excel in a very fast-paced team environment
• Ability to continuously “exceed” company and customer expectations
• Strong communication skills & professional demeanor

Education/Certifications:

• Minimum of High School diploma or equivalent (GED)

Additional Eligibility Qualifications

None required for this position.

Compliance

Adheres to Envision’s Code of Conduct and Compliance Policies and attends annual Compliance training as set forth by the Company.

Company Benefits

• Health Benefits: Medical/Dental/Vision/Life Insurance
• Company Matched 401k Plan
• Employee Stock Ownership Plan
• Paid Time Off + Paid Holidays
• Employee Assistance Program

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Other duties may be assigned as needed by supervision.

OSHA Exposure Rating: 1

It is reasonably anticipated NO employees in this job classification will have occupational exposure to blood and other potentially infectious body fluids.