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Valley Health · 14 hours ago

Patient Service Representative - Primary Care - Full Time

Inwood, WV

Full-time

Onsite

Entry Level

1+ years exp

Valley Health is a healthcare provider seeking a Patient Service Representative to serve as the first point of contact for patients within their physicians’ network. The role involves providing administrative support, scheduling appointments, and ensuring a high-quality patient experience through excellent customer service and attention to detail.

Health CareMedicalNon Profit

Responsibilities

Listens to patients requests for an appointment and then schedules an outpatient appointment while following clinic scheduling guidelines. Offers alternate providers or locations when appropriate to meet the patients’ needs. Raises up patients’ needs that they cannot meet to Office Coordinator or Practice Manager

Electronically selects and sends appropriate appointment reminder letter to the patient in accordance with clinic scheduling guidelines

Utilizes all available scheduling functions, such as Wait Lists, to aid service to patients as appropriate

Follow established clinic scheduling guidelines when cancelling and rescheduling appointments. Directs any requests from providers or other staff to adjust appointment schedules to Office Coordinator or Practice Manager for review and approval before acting

Process urgent requests for referrals same day. Process routine referral requests within 72 hours

Obtains prior approval or prior authorization as needed. Communicates referral appointment and appointment instructions to patient

Receives and greets every patient in a courteous and friendly manner using a welcoming and positive tone, words and actions. Patients are serviced with the objective of meeting patient needs

Ensures new patients are provided appropriate documents as determined by the practice

Raises up emergent situations or expressed patient problems or concerns directly to Office Coordinator or Practice Manager for assistance

Supports the care team with keeping patients informed about any delays in the delivery of care the patient might experience in the waiting room and exam room

Obtains all information necessary to complete the outpatient registration process assuring demographic and financial/insurance information is correct and entered accurately into the Epic system

Assures correct data capture and data entry necessary for regulatory agencies and compliance requirements

Maintains required level of knowledge and proficiency in all core functions (demographic and financial information capture, insurance eligibility and verification, regulatory and compliance monitoring) of front desk operations

Conveys to patient what payment is due based upon Insurance card or insurance verification and requests of patient how they will be paying today (cash, check, credit card)

Receive and receipt all payments accurately as determined by daily cash verification process

Maintain and balance cash drawer accurately as determined by daily cash up process

Answers phones within 3 rings using a 3-part greeting (Name of clinic, your name, 'How may I help you?')

Ends calls courteously by asking patient if there is anything else we can for them today

Takes clear, complete and accurate phone messages or prescription requests using the Epic messaging system

Date stamps all incoming patient related information and delivers to appropriate provider or staff person for action on a daily basis

Prepares accurately all correspondence to patients and/or other entities as directed by providers or other staff person

Sends requests for routine or subpoenaed medical record releases to assigned HIM location for processing. Handles same day requests for medical records for patient care continuity as needed. Seeks assistance from HIM resources with any questions related to medical records release process

Receives, process and distributes incoming mail in a timely manner and in accordance with established clinic processes

Covers at other locations performing like office functions as requested in times of staffing shortages or during workload efficiency adjustments

Maintains sufficient office supplies and required forms for daily front desk operations

Maintains departmental filing system accurately. Classifies, sorts, distributes and/or files correspondence, articles, mail, records and other documents

Opens and/or closes clinic according to practice guidelines

Performs other duties as requested and observed

Qualification

Customer ServiceAppointment SchedulingEpic SystemCash HandlingHealth Information ManagementPrioritizeInterpersonal SkillsCommunication SkillsConfidentiality