Patient Service Representative

About Livara Health, Inc.
Livara is reimagining musculoskeletal care for value-based provider groups and health plans. With an interdisciplinary, biopsychosocial, and high-touch clinical model, Livara works with payors, risk-bearing providers, and health systems to improve outcomes, reduce costs, and fill gaps in the current musculoskeletal (MSK) care model.

With the MSK space being extremely fragmented and lacking cohesion between Primary Care Physicians, Physical Therapists, and Surgeons, there are many barriers for companies to enter the value-based care world. Livara's fully integrated pathway brings everything together in one place, creating a seamless experience. The company brings a highly clinical and data-driven approach to MSK care, with a solution focused on 3 main pillars: care planning, care delivery, and care navigation. The system is designed to predict and qualify clinical risk factors to highlight where the biggest impact is going to be. From there, Livara is able to take the continuous flow of data from the patient to the clinician and quickly adjust any treatment course based on these results.

Livara is pioneering value-based contracts in the MSK space, headed by CEO Rob Cohen and Co-Founder and Chief Medical Officer (CMO) Kamshad Raiszadeh. Unlike most competitors, the company takes on risk and focuses on Medicare and fully insured populations, with key partners that include Providence and Scripps.

*Patient Service Representative
Summary *
The Patient Service Representative performs a variety of business-related duties both clerical and administrative in nature. This position requires skills in planning, organizing and problem solving. The position requires oversight of front office tasks to include greeting and registering patients, collecting payments, patient scheduling, and monitoring the assigned clinics schedules and billable claims.

This role requires close collaboration with our Billing Manager, Health Information Specialist, Eligibility and Benefits Specialists, Staffing Coordinator, Clinic Managers, and all Clinicians.

Supervisory Responsibility
This position has no supervisory responsibilities.

Essential Functions

• Collaboration and teamwork

• Demonstrates a commitment to serving others through teamwork collaboration, developing others and supporting SpineZone values. Encourages healthy working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are made with honesty and respect, guided by SpineZone values.

• Effective, clear communication to promote efficient department operations and excellent patient care.
• Stays informed through staff meetings and shares pertinent information with team members.
• Assists team members with their tasks when needed.
• Provides clear communication to Clinicians about the arrival and any other communication surrounding patients
• Demonstrates flexibility to meet clinic and overall team needs.
• Assists in daily maintenance and general departmental flow.
• Promotes a positive work environment by accepting interpersonal differences and respecting team members' values and opinions.
• Provide department support and clinic needs as assigned and directed by leadership.

• Provide training and mentoring to new team members as directed by Leadership.

• Phone Etiquette

• Exhibits professional and friendly phone etiquette

• Answers multi-line phone system, retrieves messages, and ensures proper messages are communicated
• Responds to all phone calls within three rings and answers with name and company.
• Is helpful, knowledgeable, and thanks the caller at the end of the call.
• Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology.

• Announces call to the connecting party when transferring a call.

• Department Operations

• Follows all HIPAA regulations and compliance.

• Strong customer service skills and ability to engage well with patients
• Greets patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner.
• Maintains a clean environment.
• Use discretion and independent judgment in handling patient or physician complaints received
• Provides accurate information to all patients, clinicians, team members and visitors and maintains a variety of office support activities.
• Prepares and monitors daily/weekly schedules.
• Obtains and verifies insurance benefits for patients
• Electronically files all office records as necessary
• Processes all medical and billing record requests
• Maintains supply levels, patient brochures, petty cash, and inventory. Notifies Facilities and Clinic Manager of any repairs or maintenance needed in the environment.
• Knowledgeable on procedure for activating appropriate emergency support systems and monitors patient waiting area alerting clinicians of any potential medical occurrences.
• Keeps work-related discussions professional and limited to private areas.
• Implements service recovery when appropriate.

• Eager to assist the company in any other related duties assigned.

• Financial Responsibilities

• Maintains patient accounts by obtaining, recording, and updating personal and financial information.

• Accepts accountability for the organization's financial success while delivering the highest quality of care and service.
• Protects patients' rights by maintaining confidentiality of personal and financial information.
• Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines).
• Takes initiative in using time effectively.
• Actively sets priorities and adjusts to unscheduled situations.
• Accepts responsibility for own actions and outcomes.
• Initiates communication with others to ensure the job is completed successfully.
• Department goals (i.e., department productivity, patient visits, KPI's).
• Request