Job Description

Position Summary:

The Patient Services Representative performs business office functions related to patient visits in the areas of switchboard operation, appointment scheduling and front desk patient reception/registration.

Principle Duties and Responsibilities:

• Answer incoming telephone calls in a pleasant manner and dispatch appropriately
• Retrieve messages from answering service and distribute messages to the appropriate party
• Prepare medical records accurately for upcoming appointments
• Appointment scheduling for all ECOW locations to include reschedules due to schedule changes
• Retrieve information from and process tasks within the electronic medical record system
• Send reminder letters to patients and medical facilities as appropriate
• Process returned mail
• Greet and register patients at reception desk
• Answer basic billing and insurance questions
• Collect/verify/maintain patient demographic and insurance information
• Monitor physician schedules and ensure all doctors are scheduled accurately according guidelines
• Post self-pay charges and personal payments in computer
• Balance cash drawer and prepare bank deposits
• Open and close clinic per department rotation schedule
• Assist in training of new employees and cross-training existing employees
• Maintain knowledge of satellite operations through regular communications with satellite staff
• Responsible as scheduled for duties assigned to each station within the rotation
• Review deceased patient records and make appropriate changes in the patient record
• Research various patient services and make sure the service is billed on the correct patient account
• Process medical record releases according to guidelines for release of protected health information
• Ability to cross-train and learn multiple areas of responsibility within the patient services role
• Ability to respond to both external and internal customer needs in a timely manner
• Develop and maintain positive working relationships with other employees
• Other duties as assigned

Schedule:

Rotation M-F 7:00-4:00 and 8:00-5:00

Work Relationship and Scope:

Patient Services Representatives report directly to the Patient Services Manager.

Knowledge, Skills, and Abilities:

• High School diploma or equivalent
• 1-2 years customer service experience
• Demonstrates knowledge of proper, safe, efficient usage of office equipment, working knowledge of Microsoft Office
• Ability to work in a fast-paced medical facility while adhering to HIPAA compliance regulations
• Ability to travel to other ECOW locations when necessary

Work Conditions:

Work is primarily performed at the main clinic; 800 N. First Street, Wausau, WI. Travel to satellite locations is required at times. Hours of work will be dependent on the needs of the Clinic. Requires the ability to sit or stand for extended periods of time. Occasional lifting (30 pounds), bending, stooping, pushing, pulling, and climbing stairs is required.

Acknowledgement:

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job duties as requested by the Administrator or Board President. All requirements are subject to change over time. Reasonable accommodations will be made to those individuals with a disability.

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