The service representative is part of a cross-trained team that performs the following processes
necessary for efficient operational function of a health center: pre-registration, registration,
appointment confirmation, enrollment, scheduling, rescheduling, insurance verification, panel
management, with medical record tasks such as record requests, printing Immunization records,
copies of referrals, lab slips etc. Also assist patients by tasking messages through EHR to providers
and clinical staff. The position is responsible for greeting customers and providing quality customer
service in person and on the telephone. Handles all incoming mail and assigned faxes and disburses to appropriate departments. Receives co-payments and post payments for back balances
to patient accounts and gives appropriate receipts to patients. Frequent communication outside of
the work group is required to resolve disagreements, reach agreements and clarify issues/processes.
Responsibility exists to ensure that internal customers are satisfied with service. Communication with
external contacts is for providing or receiving factual information. Courtesy and tact are required in
dealing with customers.
Greets patients immediately upon arrival in a professional, friendly manner. Communicates effectively with patients. Provides exemplary customer service.
Handles incoming and outgoing calls with the public and staff in a courteous and helpful manner. Makes appropriate effort to ensure that callers do not hold for excessive amounts of time. Records and distributes messages in a complete and timely manner.
Using an electronic scheduling system, schedules patients for office appointments based on physician and patient needs. Places appointment reminder calls. Reschedules appointments as necessary. Prepares all appropriate forms for visits in advance including patient information and consent forms.,
Registers and attends all patients by capturing and entering high-quality patient demographic and financial information from , hard copy documentation, and direct patient contact. Adapts interview process to the age of the patient or family member. Enters all information gathered into the practice management system and documents cancelled and no show appointments.
Communicates the financial liability to the patient and collects and issues receipts for co-pays at the time of service. This can include co-pays and balances due from prior services, as well as payment for services rendered at that time.
Scans documents into the Electronic Health Record system into the appropriate category. Ensures all appropriate paperwork is complete and included on the patient chart and ensures that all physician specific patient forms are updated each visit. This includes obtaining release signatures at the required time intervals, and filing correspondence and other information.
Balance cash log to money collected and submit to appropriate billing office.
When appropriate, coordinates appointment with other departments. May coordinate requests for services between the multidisciplinary treatment teams and confirms insurance for each discipline.
Consistently and independently follows established safety and infection control procedures. Intervenes in unsafe situations.
¿ Complies with the standards of conduct and Corporate Responsibility Program and seeks guidance when in doubt.
¿ Meets or exceeds expectations of individuals for whom service is provided.
¿ Participates on interdepartmental, hospital and departmental committees as appropriate.
Performs other duties as assigned.
High School Diploma or equivalent.
Basic medical terminology preferred.
Minimum Work Experience Requirements:
One year of customer service experience, preferably in health care.
Mon, Tues, Wed and Fri 7:30am - 4:00pm
Thurs., 9:30am - 6:00pm
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