Role Description The Patient Services Representative II coordinates schedules of patients in an out-patient clinic and provides clerical assistance toward the smooth operation of the facility. - Schedules patient appointments, either by telephone or in person. - Provides information about clinic operations. - Obtains patient demographics on new patients and updates demographics on established patients. - Answers telephone calls and distributes to the appropriate people. - Coordinates schedules as directed to patients requiring multiple services, communicating with nursing and provider teams as necessary. - Verifies insurance eligibility, secures referrals, and follows up with status of referrals when communicating to patients. - Completes insurance denials and works closely with providers to obtain needed information to file appeals. - Reports out abandon call rate in Tiered Huddles. - Greets patients as they come into the clinic for scheduled appointments. - Accepts payments and writes receipts. - Distributes encounter forms and inspects the form for completeness and accuracy. - Ensures the resident and faculty signatures are on the encounter form and chart. - Copies insurance cards and uploads into the EMR as appropriate. - Balances and closes personal Cash Drawer Reconciliation, daily. - Prepares ancillary forms for other services (i.e. x-rays, vascular services, etc.). - Promotes the organizations Patient Portal for communication between patient and clinic. - Pulls patient charts for appointments or to file lab, x-ray, hospital information or other information into the chart. - Copies medical records for patients and other providers or facilities. - Makes up new patient charts and/or packets of information. - Validates all handouts are within compliance date. - Requests medical records from other facilities. - Talks to patients about financial accounts. - Obtains insurance prior authorization for prescribed services. - Secures referrals to other providers for HMO patients. - Secures referrals from PCPs for HMO patients to be seen in the clinic. - Collects and verifies proof of income in order to determine what sliding scale discount is appropriate, if any. - Monitors and acts on WQs in EMR for Referrals. - Transcribes outside referrals into organizations EMR. - Coordinates referral process for patient access to clinical care. - Dispenses supplies as needed. - Participates in Quality Improvement activities. - Notifies appropriate person when supplies are low and need to be reordered. - Types notes and letters for physicians as needed, via letter or patient portal. - Makes immunization cards as needed. - Sorts and distributes mail. - Communicates with patients of all ages in a professional manner at all times. - Communicates with co-workers and employees in a manner which promotes a highly “team oriented” approach. - Enhances professional growth and development through in-service meetings and education programs. - Maintains patient confidentiality. Qualifications - High School Diploma or GED required. - 3 or more years of experience in customer service, including at least 6 months in a clinical environment, required. Requirements - Advanced verbal and written communication skills. - Advanced customer service skills. - Advanced ability to work effectively with other employees, patients, and external parties. - Advanced proficiency with the use of Microsoft Office tools. - Knowledge of hospital policies and procedures. - Keyboarding skills sufficient to meet the requirements of the position. Benefits - Comprehensive benefits package, including PTO. - 401(k) plan. - Medical and dental plans. - Additional benefits designed to meet specific needs both inside and outside of the work environment.