Patient Experience Concierge

Arizona Center for Cancer Care; Sun City (AZ); On-site; USD 34,000 - 42,000; Full time

Job summary

Arizona Center for Cancer Care in Sun City, AZ seeks a Patient Service Representative to greet patients, register them, schedule appointments, check-in and check-out, and answer phones with courteous, professional service. You will manage demographic and insurance data in the EMR and coordinate with physicians and staff to keep the front office running smoothly.

Qualifications include a high school diploma, experience in a medical office, knowledge of medical terminology, and HIPAA compliance.

Qualifications

• High school diploma or equivalent required.
• One year work experience in a medical office setting preferred.
• Knowledge of medical terminology preferred.
• Completion of a recognized medical secretarial program preferred.
• Word processing and computer experience required.
• Answer multi-line phones.
• Strong team player and enthusiasm in working with others.
• Must demonstrate excellent phone etiquette and exceptional customer service skills.

Responsibilities

• Greets and registers all incoming patients professionally.
• Handles incoming and outgoing communications concisely and in a pleasant manner.
• Ability to prioritize appointment urgency, following company standard operating procedures.
• Schedules all patient appointments in EMR according to standard operating procedure.
• Obtains complete and accurate demographic and insurance information for each patient while registering into the EMR in a prompt and courteous manner.
• Documents all patient encounters in the appropriate section within the patient’s electronic medical record.
• Collects on patient accounts and/or co‑payments as indicated, maintaining accurate accounting of daily collections.
• Responds to patient inquiries regarding basic insurance or billing questions.
• Answers telephone promptly, courteously using good telephone etiquette taking complete messages, providing adequate information, and routing callers properly.
• Checks phone messages hourly and returns all calls before lunch, midafternoon, and prior to leaving for the day.
• Restocks and maintains assigned workstation and equipment in a neat and orderly fashion.
• Sends appropriate records, calls, and messages to physician.
• Sort and route incoming faxes i.e. images, records request, refill requests.
• Check and proceed accordingly with incoming referral faxes: Referrals (Top Priority); Create new referral chart, call patient to make appointment, document if appointment or message was left, follow up if needed; Follow up with referring office if unable to schedule.
• Create new patient charts.
• Must have referral in chart and all records prior to appointment.
• All patient charts must contain primary care provider and referring physicians.
• Patient appointment reminders calls.
• Send medical records release to referring physician’s office, document request, and scan the request into EMR.
• Documents in EMR all patient encounters.
• Provide courteous customer service and maintain composure when dealing with angry or irritated patients.
• Ability to problem solve and anticipate issues.
• Maintain referral platform.
• Knowledge of medical terminology and acronyms, EMR and HIPAA policies.
• Performs other duties as assigned by management.

Skills

Customer service

Phone etiquette

Medical terminology

EMR experience

HIPAA compliance

Education

High school diploma or equivalence

Medical secretarial program (preferred)

Tools

Word processing

Computer skills

Job description

Arizona Center for Cancer Care in Sun City, AZ seeks a Patient Service Representative to greet patients, register them, schedule appointments, check-in and check-out, and answer phones with courteous, professional service. You will manage demographic and insurance data in the EMR and coordinate with physicians and staff to keep the front office running smoothly.

Qualifications include a high school diploma, experience in a medical office, knowledge of medical terminology, and HIPAA compliance.