Reporting directly to the Manager for Centralized Operations in the Department of Neurology, the Patient Service Representative (PSR) will provide operational support for all clinical practices in the department through centralized operations. These operations will include centralized scheduling. The PSR for scheduling will screen and schedule all patient calls for clinical appointments in the Department of Neurology. Working with others on the centralized operations team, the PSR will follow standardized operating procedures in order to facilitate patient access. PSR will answer telephone,accurately register patients’ demographic and insurance information and schedule patient appointments and procedures. Scheduling of patient appointments in GE /IDX practice management system and insurance verification, providing patients with all appointment relevant information.
Using a telephone headset and computerized practice management system, schedules all patient appointments in accordance with specific scheduling protocols. Uses all tools to accurately schedule patient appointments.
Receive/obtain referrals. Obtain payor required authorizations for office visits including those for worker’s compensation.
Pre-register new patient over phone, before appointment.
Verify insurance eligibility in IDX, explain range of potential charges for the visit, patient’s financial obligation including co-pay, co-insurance.
Send new patient information via email, mail or direct patient to Department website. Explain to patient information to bring to the appointment.
Confirm patient appointments using automated system. Review reports to ensure all patients received reminder call 48 hours prior to appointment. Make necessary follow up calls to patients/family members who need multiple reminders.
Schedules appointment requests received via the Patient Portal and ZocDoc.
Updates patient appointment cancellations as per Televox report.
High School Diploma required, Associates Degree preferred or the equivalent in education, training and experience in a physician practice setting
Minimum of 0-2 years of experience working in a physician practice scheduling appointments and working with medical records.
Computer literacy- ability to use Microsoft Word
Ability to work with patients in an empathetic manner
Effective and appropriate interpersonal and communication skills both.
Reliable and highly motivated
Ability to understand and adhere to established procedures or other complex guidelines in the performance of work tasks.
Ability to work with others in a central operation team and facilitate requests related to patient care/patient flow.
Ability to perform tasks with accuracy and minimal error rate.
Ability to use good judgment in the course of interactions with physicians, patients, staff, and management.
Posses professional communication skills
Bilingual Verbal Fluency in Spanish and English-a plus