Position: Patient Service Representative

Department: Chelmsford Office

Classification: Full Time ? Non-Exempt

Reports to: Practice Manager

Job Summary: A patient service representative is an administrative assistant who is responsible for helping patients gain access to medical treatment. The job description for a patient service representative will include communicating well with members of the public and accurately recording data. In a medical call center environment, a patient service representative processes the information required for scheduling and insurance billing.

Essential Duties and Responsibilities included but not limited to:

Telephone Duties:

• Answers the telephone warmly, greeting callers and/or caregivers in a pleasant and professional manner.
• Directs call appropriately, i.e., billing questions, accounting etc.
• Makes phone calls for clinical staff to obtain information, labs, etc.
• Notifies the clinical personnel and/or physician of urgent/emergency calls Cancels appointments as necessary from either the patient or the physician and ensures that the empty appointment slot is filled with another patient.
• Responds to routine telephone requests for information/service.
• Handles all appointment schedule changes.
• Records accurate clinical messages from patients in EPIC (Clinical Inbox Messaging) and routes them to the Clinical person of the day
• Records accurate appointment message information from patients and routes them to the appropriate front desk person through EPIC. This would include notification of cancellations to other front desk staff.

Scheduling and Registration Duties:

• Schedules all appointments per standard of practice in EPIC.
• Demonstrates excellent telephone customer service skills to referring physician offices and patients seeking to schedule an appointment
• Records basic registration demographics, referrals, insurance and authorization information for scheduling appointments within EPIC database
• Records insurance information and obtains pre-approval for treatment if needed
• Refers individuals to outside agencies when unable to meet their needs.
• Relays information between patients and other staff members and provides them with updated as needed.
• Updates medical records as needed in EPIC
• Ensures that the patient receives the new patient packet either by email or regular mail
• Offers any other necessary information or assistance
• Following patient appointment, scan all new patient paperwork into EPIC per the practice protocol