Description
Summary
Patient Customer Service Representative/Aide is responsible for providing exceptional customer service for all patients while facilitating patient flow. Acts as a liaison between insurance specialist, schedulers, clinicians and patients. Assists patients and therapists with preparation and provision of efficient therapy services.
Responsibilities
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Serves as the initial point of contact for all patients, greeting and answering phones in a timely and professional manner, prioritizing and directing calls appropriately.
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Performs patient registration and scheduling for all patients.
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Collaborates with schedulers, insurance specialists and clinical staff to optimize scheduling and maximize patient volumes. Updates schedules to reflect patient arrival, cancel or no-show.
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Updates insurance information and communicates with insurance specialist to ensure proper billing and authorization.
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Receives and processes patient payments at point of service according to guidelines. Answers patient inquiries and refers to appropriate team member.
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Creates and maintains patient charts, including required documentation. Scans documents into the medical record and completes the discharge process from all systems. Archives paper charts according to established procedure.
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Processes medical records requests identified by Health information management, third party payers, attorneys, patients, caregivers or vendors.
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Maintains and replenishes department supplies to ensure a smooth-running department.
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Ensure optimal patient experience for their visit with set-up and cleaned treatment rooms/gym. Assist physical/occupational therapists/speech language pathologists and assistants as instructed.
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Cleans equipment adhering to infection control guidelines, communicates with supervisor about equipment repairs/inspections and safely assists patients as needed on/off equipment.
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Ability to travel between outpatient sites as assigned based on coverage needs
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Serves as back-up to other administrative functions as needed.
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Performs other duties as assigned.
Other Information
Required Skills:· Excellent customer service skills, pleasant, professional, and articulate phone voice· Ability to multi-task· Computer literacy, efficient and accurate data-entry and reporting skills
Desired:· Minimum of one year of healthcare office experience and/or experience assisting therapy clinicians with treatment sessions
preferred.· Experience with medical terminology, medical coding, billing procedures, medical records· Experience working with patient and/or people interactions within community· Bilingual - Language preference based on siteWorking Conditions:
Manual: Some manual skills/motor coord & finger dexterity
Occupational: Little or no potential for occupational risk
Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force
Physical Environment: Generally pleasant working conditions
Company: Vassar Brothers Medical Center
Org Unit: 1298
Department: Physical Therapy South Ave
Exempt: No
Salary Range: $17.00 - $31.36 Hourly
