Patient Service Representative

University of Toledo Physicians' mission is to improve the human condition through excellence in patient care and medical discovery. Representing more than 200 physicians, UT Physicians are leaders in clinical care, research and education of the future physicians, providing care in a wide range of medical specialties from the most complex diagnoses and treatments to primary care for the entire family. The primary site of inpatient care services is at the University of Toledo Medical Center, but many of our physicians’ practice at hospitals and medical offices throughout the region.

University of Toledo Physicians offers competitive pay and benefits including: 403B, Pension, health and tuition waiver at UT.

POSITION SUMMARY

The Patient Service Representative is the primary point contact for patients coming into and/or telephone the clinic they are assigned to. This position has multi-functions that include answering phones, triaging calls, and speaking with providers, patients, and other customers, whether in person or on the phone. This position maintains a strong attention to detail and an understanding of how to efficiently use EHR, Excel and Word programs.

ESSENTIAL JOB FUNCTIONS AND ACCOUNTABILITIES

• Answers the multi-line phone in a timely and professional manner. Prepares messages for staff and maintains the voice messaging system

• Greets patients, physicians, and visitors, and directs to appropriate staff or waiting area in a friendly and helpful manner, quickly and efficiently

• Prepares documentation prior to visits, ensuring current co-pays and outstanding balances are collected at time of service. Ensures patient demographic details are captured and proper forms are signed at time of service.

• Triage, compose, and route messages from patients and other customers to appropriate recipient. Completes follow-up as needed.

• Verifies demographic data and scans insurance cards and identification into the EHR, ensuring current information is obtained

• Accurately provide information to outside customers, hospitals, pharmacy, etc. to verify patient information recorded in the medical record

• Schedules patient appointments accurately following division specific guidelines and in a timely fashion. Enter all patient appointments in scheduling application ensuring patient demographic detail is captured.

• Sending/receiving patient records, obtaining outside notes, reports, and referrals, and managing charts to ensure information is completed and filed appropriately

• Process patient portal areas in EHR for appointments and cancellations

• Enter all patient appointments in computer, prepare patients charts, verify insurance verification has been completed, keep track of status on preauthorization, check for patient co-pay, verifies patient insurance when applicable

• Responsible for payments received at the office with strict adherence to the UTP Cash Handling Policy and Procedures. Print daily reports for cash out functions and reports any discrepancies to the proper contact for corrections.

• Make bank deposits/cash collections according to the UTP Policy and Procedures if applicable

• Assist with monthly reporting for scheduling and testing as ordered by a Physician

• Retrieves and distributes daily mail appropriately

• Reschedule patients in the event of an emergency or cancellation as set forth by Medical Director or Practice Administrator.

• Performs special projects as assigned to maximize the department revenue cycle operations

• Attends required meetings and participates in committees as requested

• Adheres to workflow design established for department and meet all job performance standards

• Maintains confidentiality in all matters concerning the practice, and patients, per HIPAA policy

• Maintains a clean and safe work environment.

• Maintain a professional appearance and possess a positive patient-centered focus at all times

• Other duties as assigned

REQUIRED QUALIFICATIONS

• Education: High School Diploma or Equivalent
• Skills:
  • Prior experience with a multi-line telephone system
  • Data entry and key boarding skills
  • Excellent written and verbal communication skills
  • Organization and ability to multi-task as needed
  • Critical thinking skills
• Years of Experience: 6 months of healthcare industry experience

PREFERRED QUALIFICATIONS

• Education: Associates Degree or bachelor’s degree
• Skills:
  • Understanding of anatomy, physiology, and medical terminology
  • Knowledge of EMR software
• Years of Experience: 2+ years of relevant experience

WORKING CONDITIONS

Primarily working inside in a well-lit, well-ventilated area.

The above list of duties is intended to describe the general nature and level of work performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of duties performed by the people so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity or gender expression, age, disability, military or veteran status, height, weight, familial or marital status, or genetics.

Equal Opportunity Employer/Drug-Free Workplace