Patient Service Representative - Urbana/Decatur

Job Description

Job Description

This role will require regular travel between locations, typically a couple of times per week, primarily to Urbana and Decatur, with occasional travel to Mattoon as needed. Work hours may vary depending on the unpredictable schedule of surgeries, so flexibility is essential.

As a full-time, on-site Patient Service Representative - you will be responsible for providing superior patient experience and customer service, in addition to processing prior authorizations; scheduling patient appointments and completing on-demand eligibility checking; verifying appointment information; registering and creating records for new patients; assisting patients in completion of necessary forms and consents; obtaining and verifying current insurance or other financial information; requesting and recording all co-payments, co-insurance, self-pay, product sales, previous balances, and monies received in the office; updating patient demographic data in the practice management system; scheduling and re-scheduling return appointments according to scheduling guidelines; and performing other daily administrative duties.

You are a well-rounded customer service professional with extensive administrative office experience, who is detail-oriented, proactive, and takes initiative, with a passion for healthcare. You have at least two years of experience in a medical office or other healthcare setting; familiarity with third-party payer systems (Medicare and commercial insurance); excellent written and verbal communication skills; working knowledge of computer applications such as word processing, medical office management, and spreadsheets; and the ability to accurately record and transmit detailed information.

VitalSkin Dermatology – We are a growing dermatology company with several locations. We offer our employees merit-based competitive pay, on-the-job introductory level training, and direct hands-on experience with patients. Our benefits include healthcare (medical, dental, and vision), 401(k) retirement, voluntary insurance, as well as paid time off (holidays, sick time, and vacation).

Minimum Qualifications

• High school graduate
• 2+ years customer service experience
• Well-developed written and oral communication skills
• Demonstrates understanding of customer service principles
• Working knowledge of computer applications: word processing, medical office management, and spreadsheet
• Ability to accurately record and transmit detailed information
• Ability to exercise good judgment in evaluating situations and making decisions
• Ability to use tact and sensitivity to timing in personal transactions
• Previous experience in operation of office systems including personal computer, printers, copiers, fax, postage machine, and telephone systems

Preferred Qualifications

• 2+ years’ experience in a medical office or other healthcare setting
• Familiarity with third-party payer systems: Medicare and commercial insurance

Detailed Job Description

On a typical day, this role is responsible for all aspects of the front office, including:

• Greet arriving patients, providing a superior patient experience.
• Obtain authorizations, as required by payors, prior to patient being seen.
• Schedule patient appointments and complete on-demand eligibility checking.
• Correct any and all eligibility errors prior to patient being seen.
• Verify appointment information and notify nursing staff in accordance with procedure.
• Register and create records for new patients, assist patients in completion of necessary forms and consents.
• Obtain and verify current insurance information or other financial information, as necessary.
• Request and record all co-payments, co-insurance, self-pay, product sales, previous balances, and monies received in the office.
• Update patient demographic data in practice management system.
• Schedule and re-schedule return appointments according to scheduling guidelines.
• Maintain continuity in communication with supervisor regarding expected telephone calls, pages, and potential patient service-related problems and availability of medical and administrative staff.
• Check out services including performing scheduling, authorization, or payment collection in accordance with policies.
• Adhere to patient confidentiality and records release policies.
• Utilize office equipment for copying and fax transmission of documents.
• Maintain and balance individually assigned cash box with receipts.
• Perform end-of-day functions as assigned, including managing no-shows, missing charge reports, posting charges, balancing cash receipts, and creating bank deposits.
• Manage automated reminder system, completing required follow-up action.
• Maintain daily appointment schedule, notifying nursing staff and providers of changes.
• Prepare new patient packets for next day clinic.
• Utilize triage system for all patient-related calls, in accordance with triage procedures.
• Answer calls and resolve issues patients have, including scheduling and patient balances. If unable to resolve, take message and forward to appropriate staff.
• Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
• Keep lobby and front reception area clean.
• Travel between offices as assigned, typically a couple of times per week, primarily to Urbana and Decatur, with occasional travel to Mattoon.
• Adjust work hours as needed based on the unpredictable schedule of surgeries, maintaining flexibility to meet patient and provider needs.