The Patient Services Representative has direct patient contact. It is necessary that this staff member be able to handle patient needs in the most efficient manner possible in an effort to streamline the patient’s encounter. Employee must also maintain broad based knowledge of the care delivery system, exhibiting extensive interpersonal skills, maintaining general knowledge of insurance participation status and changes, having general knowledge of answering phones, appointment scheduling, patient messaging, data entry, and the internal/external referral processes to allow for comprehensive facilitation of the patient’s encounter. The employee’s skills will expand to the patients billing information and be able to assist patients with payments on account(s) and setting up financial payment plans. Customer service skills is of the utmost important.
Demonstrates the primary goal of customer satisfaction through positive interaction with patients, families, colleagues, and care providers in a respectful, courteous, confidential, and caring manner.
Addresses non-clinical patient concerns in a prompt, courteous, and efficient manner, making certain that all issues are documented and resolved in a timely fashion.
Maintain a thorough understanding of the technical components of this position.
Attend required in-service programs and continuing education programs as required.
Support changes and new programs to improve patient care, service, and staff morale.
Uphold designated productivity levels
Display high customer service skills.
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Regular and reliable attendance is required
Performs other duties as required.
Associates degree and minimum one year of customer service experience or a High School Diploma/equivalent and minimum 2 years customer service experience. Experience in a health care environment is preferred. Must be familiar with use of standard office equipment and general office practice. Familiarity with PC operations is required. Position requires pleasant personality, good communications and handwriting skills, sound judgment, and ability to handle confidential information with discretion. Must show initiative as a member of the team and assist in all possible ways to provide optimum patient care. Ability to achieve proficiency in three to six months in the position to learn routines, policies and procedures. Must possess a high degree of professionalism, strong work ethic, and the ability to maintain a positive attitude when dealing with internal and external customers. At level II of this position, PSR must have proven knowledge of insurance participation status and requirements (co-pays, referrals, etc), advanced knowledge of the Information System including impact of work on other areas, and the ability to train new staff in all requirements of the position.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Opportunity Employer