Patient Service Representative (Medical Records/Referrals)

Prism Vision Group; Spokane (WA); On-site; USD 25,000 - 44,000; Full time

Job summary

Spokane Eye Clinic, part of Prism Vision Group, is seeking a Patient Service Representative to handle inbound/outbound patient interactions, scheduling, and revenue-cycle tasks onsite in Spokane, WA.

The role requires 2+ years in a patient-facing healthcare or customer service setting, strong communication skills, and the ability to manage multiple systems while ensuring accuracy and privacy.

Qualifications

• Education: High School Graduate or GED.
• Experience: 2+ years in a patient-facing healthcare or customer service function preferred.
• Excellent verbal and written communications in English; bilingual a plus.
• Strong customer service, problem solving, and attention to detail.

Responsibilities

• Schedule and complete full registration for patients requesting appointments with accurate adherence to policies and procedures.
• Initiate pre-registration and ensure demographic/insurance information is up to date.
• Verify insurance information, benefits, and referral data.
• Obtain IDs and insurance cards and confirm patient identity and coverage prior to services.
• Adhere to HIPAA standards and protect patient privacy.
• Facilitate smooth patient flow through the clinical care process.
• Provide information on appointments, parking, policies, and anticipated charges.
• Offer upfront financial counseling and discuss payment plans as needed.
• Communicate financial obligations and collect funds per guidelines.
• Act as liaison for patients, physicians, and staff to resolve care barriers.
• Notify relevant parties about appointment details and authorization requirements.
• Train other PSRs and deliver excellent customer service.
• Comply with company policies and standards.

Skills

Verbal communication

Written communication

Customer service

Critical thinking

Problem solving

Cash handling

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Overview

This onsite, non-exempt role is located at Spokane Eye Clinic, Spokane, WA, 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.

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.

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.