Job Description

Patient Services Representative - Otolaryngology * Days - 40hrs/wk.

Requisition #: req12506

Shift: Days

FTE status: 1

On-call: No

Weekends: No

General Purpose of Job

Under the direction of department leadership, the Patient Services Representative serves as the first point of contact between the clinic and patients. Essential duties include providing excellent customer service, handling incoming and outgoing calls, scheduling appointments and assisting patients with forms. In addition, the Patient Services Representative must be highly organized and have excellent interpersonal skills. This position operates in a fast-paced environment and is considered a crucial link between the patient and care team.

Knowledge, Skills and Experience:

• High school education or equivalent
• Prior administrative or clerical experience in a clinical setting preferred
• Experience with computer data entry and strong typing skills
• Knowledge of medical terminology and coding preferred
• Excellent customer service and interpersonal skills; demonstrated ability to work with diverse groups of people
• Well developed verbal and written communication skills
• Strong telephone skills and etiquette
• Knowledge of basic math and office procedures
• Ability to work under pressure with minimal supervision
• Proven flexibility and willingness to handle a variety of tasks
• Basic computer knowledge and skills

Essential Duties

• Welcomes and greets all patients and visitors, in person or over the phone.
• Answers and directs all incoming calls.
• Takes complete and accurate patient messages that need to be relayed to the care team.
• Schedules patient appointments and handles inquires.
• Collaborates with the care team to maintain and improve patient care and service.
• Registers patients according to established protocols and manages assigned work queues.
• Assists patients in completing all necessary forms and documentation.
• Ensures accurate billing information for patients.
• Maintains patient correspondence and follow-up calls.
• Collects payment and reconciles cash draw.
• Ensures reception area, office files and front desk are well maintained.
• Maintains patient privacy and confidentiality.