Patient Services Representative
Arch Health Partners - Escondido, CA

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General Summary: The Patient Service Representative is the face of Arch Health Partners. He/she is responsible for greeting & checking in patients, answering phones, and documenting accurate patient information. The PSR will schedule & confirm appointments, ensure accurate patient insurance information, explain billing procedures, collect co-payments, deductibles and co-insurance, prepare/file patient forms, and process medical records.

Essential Job Responsibilities:

  • Greets and checks in patients when they arrive to the office.
  • Maintains a high level of customer service with patients and their family members, staff, and providers.
  • Has patient complete required forms, obtains necessary signatures, and accurately enters the patient information for registration.
  • Ensures all insurance, personal and health information is obtained and verified prior to each patient’s appointment. Scans insurance card.
  • Maintains daily scheduling and confirmation of patient appointments.
  • Responds to heavy volume of incoming calls for appointments and other requests.
  • Collects patient insurance co-payments, co-insurance, deductibles, and prior balances and explains payment policy/billing procedures, and patient financial responsibility.
  • Prepares and files patient forms.
  • Balances daily monies and receipts, and ensures accuracy of fee tickets & batch summaries.
  • Other duties as assigned.

The above is not intended to be an all-inclusive list of essential functions for the job described, but rather a general description of some of the responsibilities necessary to carry out the duties of this position.

Education: High school diploma.

Experience: High School diploma or GED, and minimum one year of experience in a customer service position, preferably in a medical practice setting. Working knowledge of contracted insurances, patient benefits, and third party requirements preferred. Experience answering telephones, typing 60 wpm, and computer proficiency required.

Performance Requirements:

1. Knowledge of medical practice protocols related to scheduling appointments.
2. Knowledge of manual/computerized scheduling systems.
3. Knowledge of customer service principles and techniques.
4. Working knowledge of the health care industry and insurance billing process.

1. Skill in communicating effectively with physicians/clinicians about scheduling preferences.
2. Skill in maintaining master appointment schedule via computerized means.
3. Skill in producing reports about appointment patterns as needed.
4. Strong customer service, written & verbal communication, organizational and computer skills. Type 60 wpm.

1. Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
2. Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
3. Ability to analyze situations and respond appropriately.
4. Ability to interact with all levels of medical staff, and be a team player. Must be able to multi-task, handle stressful situations, and work in a fast-paced, high volume work environment.

Equipment Operated: Standard office equipment with an emphasis on computer hardware and software as well as the telephone.

Work Environment: Medical office or reception area. Exposure to communicable diseases and other conditions related to clinic setting. Arch Health Partners maintains a drug free workplace, and smoke free working environment. Employees are required to successfully pass a pre-employment drug screen. Smoking is not permitted anywhere in or near Arch facilities.

This position works in a well-lit, air-conditioned, busy clinical setting with moderate noise level. This position is occasionally exposed to hazardous materials, non-ionizing radiation, and loud/repetitive noise. Personal protective equipment is not required.

Mental/Physical Requirements: While performing the duties of this job, the employee is frequently required to sit using wrist deviation, and hand/wrist repetition completing data entry. The employee must occasionally stand, walk, twist, bend, squat, kneel, reach, grasp, pull (charts), push (carts), lift up to 25lbs and use manual dexterity. Specific vision required by the job includes close eye work, normal color discrimination, and normal hearing. Periodic stress from handling many calls and patient requests.