Job Description

The Patient Services Specialist is responsible for excellent customer service, greeting all patients, ensuring completion of all new or updated patient paperwork, scheduling appointments, insurance verification, worker’s compensation authorization, answering phones, and collecting all appropriate monies due at the time of service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greets, welcomes, and expedites patients as they check in while keeping staff and patients abreast of any delays
• Instructs new patients on completion of consent to treat forms, explains insurance benefit information, MRI patient information forms (if applicable), and makes any necessary corrections to the patients account
• Scans all new patient or updated patient information into computer (including: photo ID, insurance cards, referrals, patient paperwork, and payment logs)
• Verifies rehabilitation benefits and documents benefits on paper and into computer system
• Explains financial requirements to the patient and collects time of service deductible, co-pays and/or co-insurance, and any outstanding balance for rehab or MRI (if applicable)
• Communication with workers compensation for authorization of rehabilitation visits and documents on paper and into computer system
• Enters charge details for each patient per billing guidelines for worker’s compensation and MVA patients
• Schedules new patient and follow up patient appointments with the appropriate rehabilitation clinician
• Communicates with the patients in the lobby if clinician or MRI (if applicable) is running behind schedule
• Communicates with all patients who no-show and notifies adjuster of any no-show by a worker’s compensation patient
• Reconciles change drawer/petty cash
• Other duties as assigned

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES

• Keeps front desk and lobby clean and organized.
• Assist with back office duties: cleaning, laundry, organization as needed

Requirements

QUALIFICATIONS

EDUCATION AND EXPERIENCE

• High School diploma or equivalent
• One year of experience in customer service or reception, preferably in a health care environment

SKILLS/ABILITIES

• Utilize functions of a multi-line phone system
• Basic Computer skills
• Strong customer service
• Ability to communicate clearly and concisely in all written and oral communications, including email.
• Strong organizational skills with great attention to detail
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to multitask
• Demonstrated conflict management skills

PHYSICAL DEMANDS

While performing the duties of this job, employee is regularly required to utilize standard office equipment including computers, keyboards, fax machines, copiers, printers, telephones, etc. While performing the duties of

this job, employee is regularly required to sit, stand, walk, reach with hands and arms, and to talk and hear. Employee may be occasionally required to climb or balance, stoop, kneel, or crouch. The physical requirements of this position require a medium physical demand level. Ability to occasionally lift up to 50 pounds maximum, with frequent lifting and or carrying objects weighing up to 25 pounds, and constant lifting of negligible to 10 pound objects. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.

WORK ENVIRONMENT

While performing the duties of this job, employee may be exposed to risk of infectious diseases when interacting with patients and/or family members. The employee may be occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals and vibration. The noise level in the work environment is usually moderate.