Patient Service Representative

US Oncology Inc.; Bethesda (MD); Hybrid; USD 25,000 - 44,000; Full time

Job summary

Prism Vision Group's Mitchell & Morin Eye Institute in Bethesda, MD is seeking a Patient Service Representative to handle inbound/outbound patient interactions, scheduling, and registration in an onsite role.

The PSR will manage financial counseling, insurance verification, HIPAA compliance, and coordinated care, working with physicians and staff to ensure smooth patient flow.

Qualifications

• Education: High School Graduate or GED.
• Experience: 2+ years in patient-facing healthcare or customer service preferred.

Responsibilities

• Schedule and complete patient registrations for appointments with attention to detail.
• Verify demographics and insurance information; confirm benefits and referrals.
• Obtain IDs and insurance cards; verify identity and coverage prior to services.
• Maintain HIPAA privacy and confidentiality in all interactions.
• Facilitate patient flow through the clinical care process.
• Provide information on appointments and payment policies; assist with financial counseling.
• Collect payments according to guidelines and advise on payment plans.
• Act as liaison for patients, physicians and staff to resolve care obstacles.
• Notify relevant parties of appointment times, referrals, and pre-authorization needs.
• Train other patient services representatives and uphold excellent customer service.
• Comply with company policies and standards.

Skills

Verbal communication

Written communication

Customer service

HIPAA compliance

Cash handling

Multitasking

Teamwork

Problem solving

Education

GED or High School Diploma

Tools

Microsoft Office

Job description

This onsite, non-exempt role is located at Mitchell & Morin Eye Institute, Bethesda, MD office, which is part of Prism Vision Group. There will be occasional travel to other locations based upon business needs.

Compensation Range: $18-$31.89/hr (Dependent on Experience)

The Patient Service Representative (PSR) is responsible for providing the full scope of a) inbound and outbound access patient interactions and functions whether by telephone, internet or in-person, b) patient scheduling and logistics, c) executing daily workflows including cancellation, missed visit and tickler-recall deployment and d) executing revenue cycle claim scrubbing and missing slip completion.

ROLE AND RESPONSIBILITIES:

• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Initiate pre-registration process and ensure all demographic insurance information is accurate, complete and up to date on patient’s chart. Verification of insurance information, verification of benefits and insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Assure ease of patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling services at time of check-in including identifying alternate funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff in facilitating ease of care. Identify and resolve trouble spots and problem patterns in the provision of care.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service skills.
• Comply with company policies and standards.

POSITION QUALIFICATIONS:

• Education: High School Graduate or General Education Degree (GED)
• Experience: 2+ Years experience in a patient facing healthcare function or other customer service function preferred.

KNOWLEDGE/SKILLS/ABILITIES:

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite

WORK ENVIRONMENT:

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.