Patient Services Representative chez RPCI Oncology PC

Description

Roswell Park Care Network is a recognized leader in oncology and specialty care, serving community physician practices across New York State. We are committed to delivering exceptional patient care and advancing innovative treatment options.    

We offer an excellent benefit package:  

• Work-Life Balance – Monday-Friday schedule - no nights or weekends!
• Career Advancement – Build your future with our career ladder program
• PSR Academy – Enhance your skills with specialized training and workshops
• Comprehensive Benefits – Medical, dental and vision coverage
• 401(k) with Company Match 
• Generous Time Off 
• Company paid life insurance, options for LTD, Critical Illness, Accident
• Generous Vacation and Sick time
• 11 Holidays

 The Patient Service Representative (PSR) serves as the initial point of contact for patients, providing administrative and customer service support. Handle tasks such as scheduling appointments, managing patient information, processing payments, and ensuring smooth communication between patients and medical staff. PSRs play a crucial role in creating a positive patient experience and maintaining efficient healthcare operations.  

Responsibilities: 

Medical receptionist

• Greet and welcome all patients: Creating a friendly and welcoming environment is paramount, setting the tone for the entire patient visit. This involves greeting patients and visitors in person and over the phone professionally.
• Announces patients, visitors as needed with sensitivity.
• Interact with fellow workers in a way that promotes a respectful and cooperative working environment
• Assists nurses, physicians, and other clinical and/or medical staff l with administrative support
• Accurately and efficiently respond to tasks received from providers, other office staff, and billing
• Open and close the patient waiting room
• Must adhere to policies, procedures and regulations as outlined in the office policy and procedures manual

Registration and Information Management

• Register patients using EMR.
• Coordinates and prepares patient’s appointments and itinerary
• Check insurance eligibility and verification on every patient
• Collect and scan insurance and other required documents
• Check report to ensure coverage and proper co-pay collection
• Confirm insurance eligibility and verification prior to scheduling new patient appointments
• New patient intake including entry into EMR
• Verify and update patient demographic and insurance details at each visit.
• Collect identification and insurance cards, copying or scanning them for the patient's record.
• Scan other relevant patient information into the Electronic Medical Record (EMR).
• Enters data from source documents into computer following format displayed on screen and enters necessary codes; compiles, sorts and verifies accuracy of data to be entered; responds to inquiries regarding entered data and makes corrections as necessary
• Retrieves patient records, test results and/or charts from outside sources
• Prepares paperwork and patient records related to their area of responsibility

Financial Responsibilities

• Collect co-pays and past due balances on patient accounts. Process payments and issue receipts. Handle insurance inquiries and verify insurance eligibility.

Appointment Management

• Optimize provider schedules by efficiently scheduling and confirming appointments. Answer phones, taking messages, and making appointments.   
• Calling and rescheduling cancellations.
• Monitor’s voicemails and returns calls
• Creates reminder calls

Patient Support and Communication

• Answer patient inquiries, provide general information, and address concerns. Help patients complete medical forms and guiding them on next steps. Ensure patient privacy and confidentiality, following HIPAA regulations.  
• Invites every patient to join the patient portal and includes proper paperwork and education to the patient
• Patient check-out.
• Act as a liaison between patients and healthcare providers.
• Maintain and update patient records. Maintain office inventory and equipment, including ordering supplies. Maintain cleanliness and organization of the reception area. 
• Creates and mails patient letters (no show and 3 call attempt)
• Provides assistance to patients and family members; refers questions to the appropriate department or individual
• Maintains, sorts, files, and obtains patient records, files and/or charts

Other Responsibilities:

• Backup for Medical Records
• Assists in training other staff members on the appropriate use of equipment, office systems and work procedures as requested
• Assists other departments with administrative duties, as requested
• Prepares other written documentation as required by the profession and the department; maintains, distributes, analyzes and projects information for required records, reports and statistics, as directed
• Update HealtheLink, as requested
• Enhances professional growth and development by participating in educational programs, reading current literature, and participating in in-service meetings and workshops.
• Performs other related duties as assigned or requested

Communication and interpersonal skills

• Active Listening: Give patients your full attention, maintain eye contact, and demonstrate empathy to make them feel heard and understood. This helps build trust and rapport.
• Clear and Concise Communication: Avoid medical jargon and use plain language to explain procedures, instructions, and billing information. Use the "teach-back" method to ensure patients understand the information provided.
• Empathy and Compassion: Recognize and acknowledge patients' emotions and fears, creating a supportive environment where they feel valued.
• Non-Verbal Communication: Maintain a warm and approachable demeanor through body language, facial expressions, and gestures to put patients at ease.
• Respect and Cultural Competence: Treat all patients with respect, recognize and value cultural differences, and tailor communication style to meet the needs of diverse patient populations. 

Patient registration and administration

• Warm Greeting and Efficient Check-in: Welcome patients with a friendly demeanor and efficiently gather necessary demographic, insurance, and payment information. Offer self-arrival technology options if available.
• Accurate Data Entry and Management: Ensure patient records, billing details, and medical records are entered and maintained accurately in electronic health record (EHR) systems or other practice management software.
• Proactive Scheduling and Coordination: Efficiently schedule appointments, coordinate with other departments for ancillary services, and send out reminders to minimize delays and improve patient flow.
• Insurance Verification and Billing Assistance: Verify insurance coverage and benefits, obtain pre-authorizations when required, and provide clear explanations of financial responsibilities and payment options. 
• Assist patients with billing inquiries and connect them to financial advocacy resources if needed.
• Maintain Cleanliness and Organization: Ensure the reception area and office environment are tidy and organized to project professionalism and maintain patient confidence. 

Patient support and engagement

• Address Patient Inquiries and Concerns Promptly: Respond to questions, concerns, and complaints professionally and efficiently, directing them to the appropriate medical staff if needed.
• Provide Patient Education and Resources: Inform patients about clinic services, appointment instructions, medication guidelines, and community resources to promote their well-being.
• Utilize Patient Portals and Technology: Encourage patients to use online portals for appointment scheduling, viewing medical records, and communicating with the practice. Offer telehealth appointments where appropriate to increase patient convenience and access to care.
• Gather and Address Patient Feedback: Encourage patients to provide feedback through surveys or feedback forms to identify areas for improvement and demonstrate a commitment to continuous quality improvement. 

Professional development and compliance

• Ongoing Training and Skill Development: Regularly participate in training and workshops to improve communication skills, empathy, time management, and problem-solving abilities.
• HIPAA Compliance: Understand and strictly adhere to HIPAA regulations to protect patient privacy and confidentiality, ensuring all patient information is handled securely.
• Stay Informed: Keep abreast of changes in healthcare regulations, medical terminology, and office procedures to maintain competency in the role.
• Seek Mentorship: Form relationships with experienced PSRs and supervisors to gain guidance and support for professional growth. 

Requirements

Education/Experience:

• High School diploma or G.E.D. and the equivalent of one (1) year of full-time clinical or administrative health care experience; or
• High School diploma or G.E.D. and the equivalent of six (6) months of full-time RPCI Oncology, PC clinical or administrative health care experience.
• Must have one (1) year customer service experience in an office, preferably with patients
• Successful completion of an accredited medical office assistant education program preferred
• Must have experience working in Windows and with MS Office software