Patient Support Representative- Anaheim

POSITION

Patient Service Representative Level 2

REPORTS TO

Assistant Director Office Services – Optical & Coverage Manager

DIRECT REPORTS

None

SALARY RANGE

$17.50 - $19.00 hourly

LOCATION

DATE

FAMILY POSITION

Office Services

PURPOSE

Responsibilities include the provision of exceptional customer service and preparation of documents to ensure patient satisfaction and professionalism and smooth clinic flow.   Assist with telephones including scheduling/rescheduling appointments. Posting all monies collected at the Front Desk to patient accounts as well as balancing all monies, credit card transactions and checks at the close of business. 

Key Accountability:

Expected Outcome:

Responsibilities

• Greet patients upon arrival
• Answer phone by 3^rd ring
• Check-in patients
  1. Verify all information is correct in demographics for all patients
  2. Obtain/ scan insurance and identification cards
  3. Make sure all authorizations are put in system
  4. Process new patient information packets
  5. Add PCP’s to all patients' charts
  6. Post monies/batch reconciliation
  7. Put up fee tickets promptly
  8. Communicate with the staff and patients regarding wait times/ delays in clinic
• Scanning in documents (outside medical records/ consents/ all pertinent information)
• Appointment confirmations
• Appointment reschedule when needed
• Request authorizations
• Review the schedule to ensure all requested testing appointments have been kept
• Insurance verification / Eligibility (HMO, PPO, and Vision Plans)
  1. Review scheduled/ insurance verification for and reschedule any ineligible patients
  2. Review the schedule to ensure all required authorizations are obtained
• Checking incoming and outgoing fax status
• Ensure all Medical records request get to the correct department for processing
• Maintain a clean work/ waiting area, restock business cards for all doctors
• Take messages to send tasks to technicians when needed
• Check out patients,

1. Make sure all doctors' orders are complete
2. Verify that correct insurance has been added to encounter
3. Ask patient if all questions have been answered and they understand their diagnosis and plan before leaving
4. Offer dark glasses for dilated patients
5. Hand out surveys/Yelp cards

Leadership

• Problem assessment.
• Creative problem solving.
• Interpersonal skills.
• Leadership abilities.
• Oral and written communication skills.

Personal Leadership

• Proactively sets, meets, and strives to exceed expectations

Communication

• Is an open, clear confident communicator
• Communicates effectively to ensure deliver best services to patients
• Professionalism

Health and Safety

• Comply with all company health and safety systems, policies, protocols, and legislative requirements
• Is aware of the requirements that Azul Vision has in terms of Health & Safety and is committed to own safety and wellbeing and the safety of others in the workplace
• Ensure own reporting of incidents, accidents and near misses
• Ensure housekeeping in own work area provides a safe and healthy environment

Quality & Continuous Improvement

• A high standard of quality work is produced
• Actively participate in team discussions which includes opportunities for process improvements

Administration

• Meets and/or exceeds agreed objectives and goals
• All written and verbal communication meets agreed standards

Other

Any other duties the employer may reasonably require the incumbent to perform.

Functional Relationships

• Clinical Services
• Medical Operations
• Medical Directors
• Office Support Staff
• Human Resources
• Billing/Finance

Key Performance Measures and Expectations:

EXPERIENCE:

Minimum:

• High School Diploma (or its equivalent)
• 2 years of experience in the medical field front office
• Experience working with the public.

Preferred:

• Over 2 years and up to and including 5 years of experience.
• Experience in medical reception and customer service.

KNOWLEDGE, SKILLS, ABILITIES:

• Computer literate.
• Ability to type 25 wpm.
• Working knowledge of general office duties.
• Working knowledge of contracted insurance plans.
• Good verbal and written communication skills.
• Good telephone skills.
• Customer service oriented.
• Task-oriented.
• Ability to work in a fast-paced environment.

REQUIREMENT:

• Full COVID-19 vaccination is an essential requirement of this role. Azul Vision will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
• Azul Vision requires all new hires and employees to report their COVID-19 vaccination status
• Employees must comply with any state and local masking orders. In addition, when in an Azul building, employees are expected to wear a mask at all times.