Patient Customer Service Representative-Full Time-Day

Summary:

Patient Customer Service Representative/Aide is responsible for providing exceptional customer service for all patients while facilitating patient flow. Acts as a liaison between insurance specialist, schedulers, clinicians and patients. Assists patients and therapists with preparation and provision of efficient therapy services.

Responsibilities:

1. Serves as the initial point of contact for all patients, greeting and answering phones in a timely and professional manner, prioritizing and directing calls appropriately.      
2.  Performs patient registration and scheduling for all patients.      
3. Collaborates with schedulers, insurance specialists and clinical staff to optimize scheduling and maximize patient volumes. Updates schedules to reflect patient arrival, cancel or no-show.
4.  Updates insurance information and communicates with insurance specialist to ensure proper billing and authorization.      
5. Receives and processes patient payments at point of service according to guidelines. Answers patient inquiries and refers to appropriate team member
6. Creates and maintains patient charts, including required documentation. Scans documents into the medical record and completes the discharge process from all systems. Archives paper charts according to established procedure.    
7. Processes medical records requests identified by Health information management, third party payers, attorneys, patients, caregivers or vendors.      
8. Maintains and replenishes department supplies to ensure a smooth-running department.
9. Ensure optimal patient experience for their visit with set-up and cleaned treatment rooms/gym. Assist physical/occupational therapists/speech language pathologists and assistants as instructed.
10. Cleans equipment adhering to infection control guidelines, communicates with supervisor about equipment repairs/inspections and safely assists patients as needed on/off equipment.   
11. Ability to travel between outpatient sites as assigned based on coverage needs   
12. Serves as back-up to other administrative functions as needed.   
13. Performs other duties as assigned.

Other Information:

Required Skills:· Excellent customer service skills, pleasant, professional, and articulate phone voice· Ability to multi-task· Computer literacy, efficient and accurate data-entry and reporting skills

Desired:· Minimum of one year of healthcare office experience and/or experience assisting therapy clinicians with treatment sessions

preferred.· Experience with medical terminology, medical coding, billing procedures, medical records·  Experience working with patient and/or people interactions within community·  Bilingual – Language preference based on site

Working Conditions:

Manual: Some manual skills/motor coord & finger dexterity

Occupational: Little or no potential for occupational risk

Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force

Physical Environment: Generally pleasant working conditions

Company: Vassar Brothers Medical Center

Org Unit: 1298

Department: Physical Therapy South Ave

Exempt: No

Salary Range: $ $31.36 Hourly