Patient Services Representative - Gateway Laboratory - Full Time

To be fully engaged in providing No Harm/Quality, Customer Experience, and Stewardship through friendly, rapid and accurate patient support, including completion of patient registration documentation, appointment scheduling and assistance with a variety of departmental projects and clerical duties.

• Demonstrates knowledge of and supports the organizations mission, vision and value statement.
• Completes work within authorized time to ensure compliance with department standards.
• Maintains established benchmarks as related to assigned tasks and shows continual growth and improvement in benchmarks.
• Pre-registers, pre-certifies and schedules patients accurately and in a timely manner.
• Processes and maintains all schedules for area of responsibility, runs schedules daily,

  forwards to appropriate departments and/or individuals in a timely manner. Communicates schedule changes as needed.

• Assembles charts accurately; verifies correct patient name, orders applicable records, verifies charge information is on chart.
• Shows commitment to individual and departmental Continuous Quality Improvement

  and organizational operational effectiveness.

• Adheres to all HFMG policies to ensure patient’s privacy and the confidentiality of the Health Information.
• Provides general reception duties including\: greeting and assisting customers in a timely and courteous manner with a willing and helpful attitude.
• Answers telephones properly, courteously, and tactfully with the public, physicians, outside businesses, and other departments.

  Directs calls to the appropriate party and transfers when appropriate. Takes complete and accurate messages.

• Responds to phone messages in a timely manner.
• Maintains physician and mid-level provider patient appointment schedules.
• Facilitates patient appointments and referrals in a timely, efficient and friendly manner.
• Provides superior customer service focused on professional and effective communication with patients and co-workers.
• Engages patients who have been waiting past their appointment time notifying the patients of any delays.
• Understands the impact of actions, attitudes, and the patient’s perception as it relates to overall customer satisfaction and be self-aware of how your role affects the customer’s experience.
• Obtains demographic and insurance information from patient in a pleasant, efficient manner and inputs data accurately into the patient management system.
• Verifies patient’s eligibility of insurance utilizing assigned tools and resources, updates demographic and insurance as needed and copies information into the patient’s account.
• Prepares a financial estimate of the anticipated price for the services to be rendered prior to the performance of services and communicates the information to the patient.
• Collects all current and past-due patient responsibility balances (i.e.,

  co-payment, deductible, coinsurance, self-pay balances, retail products, bad debt balance) prior to services being rendered.

• Performs daily reconciliation, balancing and cash out procedures.

• Enters payments correctly into OTC and Cash Deposits systems.

• Prepares the next day’s work for all scheduled patients to include the financial estimate of the patient responsibility balance.

• Initiates IT work tickets to resolve equipment or system related issues.

• Maintains documentation for service on equipment.