Patient Service Associate

Orthopedic ONE; Delaware; On-site; USD 32,000 - 48,000; Full time

Job summary

Orthopedic One is seeking a front desk/clinic receptionist to accurately complete patient check-in, collect co-pays, and verify demographics in the EMR system. The role supports patient flow, insurance verification, and portal sign-up while maintaining a clean lobby and assisting with general office duties.

The candidate should have a High School Diploma or equivalent and prior clerical or medical office experience is preferred.

Qualifications

• High School Diploma or equivalent required; customer service experience preferred.

Responsibilities

• Greets patients upon arrival and directs them within the clinic.
• Collects co-payments and balances, verifies patient demographics, and updates EMR.
• Verifies patient identification and insurance information during check-in.
• Activates patient portal signup and responds to patient questions with professionalism.
• Maintains lobby cleanliness and supports front-desk workflows.
• Performs general office duties: scanning, photocopying, and document handling.

Skills

Customer service

Clerical skills

HIPAA compliance

Education

High School Diploma or equivalent

Job description

Location: Orthopedic One

Clinical Services Schedule: Regular Full Time, Opening Shift

POSITION SUMMARY

Responsible for accurately completing the check-in process for all patients, including collection of co-payments and small balances, in addition to verifying all patient demographic information.

RESPONSIBILITIES AND ACCOUNTABILITIES

Customer Care

• Greets patients upon arrival in a prompt, polite and helpful manner
• Directs patients within clinic and notifies clinical staff as needed.
• Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind.
• Performs medical reception duties as needed including receiving patient visitors and responding to medication/ document pick-up per procedure.
• Assists with transporting patients to main waiting area as indicated.
• Assists with patient intake paperwork when necessary.
• Scans, copies, and performs other miscellaneous office duties as needed.
• Maintains lobby cleanliness throughout the day, as well prepares lobby based on provider pod location for next business day. Depending on location, attends to wheelchair cleanliness and availability as needed.
• Performs other tasks as assigned by management

Check In

• Accurately and efficiently checks patients in by collecting patient and insurance information required to update information in EMR including photocopying or scanning insurance cards or capturing patient photo ID.
• Verifies correct patient identification using two patient identifiers, as well as demographic, pharmacy, email, and PCP/referring physician information.
• Activates or declines patient portal sign-up per company process.
• Address EMR patient alerts related to patient intake.
• Processes patient paperwork and obtains Release of Information Forms where indicated.
• Updates patient upon arrival when physicians are running behind schedule and helps facilitate rescheduling of appointments if necessary.
• Collects on past due balances or refers patients to Financial Counselor in accordance with company policy.
• Prints patient schedules, and may prepare patient record for next business day.
• Updates the patient status in the EMR system.

Insurance

• Uses insurance list to confirm Orthopedic One participation with patient insurance
• Confirms insurance eligibility check completed at time of check in.
• Monitors billing alerts and contacts Patient Accounts to address accordingly

Co-Pays

• Collects co-payments according to insurance plan information and type of service.
• Collates all copays and completes associated documentation
• Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement.
• Maintains cash box and alerts supervisor to any discrepancy or need for change

Initiative

• Seeks out assignments, added duties, or opportunities to learn when assigned work is complete, as patient census or workload permits, or to otherwise fill down time productively.
• Proposes new ideas, makes suggestions, and seeks opportunities to improve processes or workflow through appropriate channels.
• Attempts to problem solve when assigned work is disrupted, equipment is down, etc. before involving supervisor.

Teamwork

• Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
• Works cooperatively and refrains from participating in negative conversations.
• Shares knowledge and insights with co-workers in a constructive manner.
• Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
• Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

Policies and Procedures

• Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
• Provides assistance and support to leadership in implementing policies and procedures as necessary.
• Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

Qualifications

• Education, Experience, Certification and Licensure Requirements:
• High School Diploma or equivalent required. Customer service experience required. Prior clerical experience in a medical office setting desired.