SUMMARY:

The Patient Service Representative reports to the Office Manager. The Patient Service Representative obtains patient registration information, makes appointments, greets patients upon arrival in the office, and manages patient data.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

Instill Trust and Value Differences
Patient and Community Focus and Collaborate

RESPONSIBILITIES:

Triages and tracks telephone contacts; directs calls to appropriate party. Takes accurate messages and follows established procedures to obtain information and assess urgency of call. Monitors status of phone messages to ensure complete follow-through.Obtains patient registration information upon initial telephone contact. Courteously and accurately completes patient registration form/screen during initial telephone contact. Schedules appointments to ensure an efficient flow of patients; confirms patient appointments as required.

Reschedules appointments as necessary and tracks missed appointments.

Obtains necessary authorization numbers and referrals according to third party payer requirements.

Obtains and verifies all financial information to ensure accuracy and completeness of all necessary forms.

May create and maintain patient medical records.

Checks patients in when they arrive at the office.

Ensures complete and accurate demographic and insurance information upon registration.

Requests appropriate patient identification and obtains a copy of current insurance card. Collects co-payment.

Posts co-payment as per procedure.

Maintains patient flow in waiting room to ensure prompt processing of all patients; notifies medical staff of patient arrival.

Performs discharge functions, including scheduling of physician appointments, diagnostic testing, and hospital procedures.

Confirms that all necessary ICD-9 and CPT codes are in the medical record and obtains any missing information prior to patient departure.Reconciles and batches encounter forms at the end of the day.

Maintains quality assurance, safety, and environmental and infection control in accordance with established policies and procedures.Protects and preserves the patient’s right to privacy and confidentiality.

MINIMUM QUALIFICATIONS:

BASIC KNOWLEDGE:

Knowledge normally acquired through completion of one-year Medical Office Management program or equivalent experience in a health care environment.

Demonstrated knowledge and skills necessary to provide care to patients with consideration of human developmental stages and cultural patterns

EXPERIENCE:

Two years’ experience in health care environment.

Proficient in English language and computer skills.

Familiarity with medical terminology.

Excellent interpersonal and communication skills.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Outpatient medical practice office environment.

Works with office equipment and has direct patient contact.

Any potential hazards are minimized by adherence to established safety procedures and precautions including use safety equipment and protective clothing.

Walks and stands intermittently throughout the day.

SUPERVISORY RESPONSIBILITY:None.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: