Patient Service Representative-Shot Desk

A nonexempt, clerical position responsible for greeting, checking in shot room patients; registering and directing patients and visitors; checking out and scheduling follow up appointments.

Essential Job Responsibilities:

• Check in shot room patients.
• Collect co-payments and past due balances.
• Contact Business Office regarding patient balances, as needed.
• Greet patients and visitors promptly and professionally and assists them in a respectful manner. Provides patients and visitors with any necessary forms, instructions, explanations, or directions.
• Check in patients in Practice Management System and verifies information and demographics.
• Update and document pertinent data and insurance information.
• Copy or scan insurance cards, HIPAA consent forms.
• Direct patient to appropriate waiting area.
• Schedule and reschedule appointments including add-in appointments.
• Coordinate with nurses on patient waiting times or delays.
• Keep waiting rooms clean and orderly.
• Answer phone calls as needed.
• Assist with care and maintenance of departmental equipment and supplies.
• Fulfill organizational responsibilities as assigned including respecting/promoting patient rights and sharing problems relating to patients and/or staff with immediate supervisor.
• Attend and participate in team and departmental meetings.
• Maintain strictest confidentiality in accordance with HIPAA and Richmond Allergy and Asthma Specialists confidentiality policy.
• Represent Richmond Allergy and Asthma Specialists in a positive and professional manner.
• Other projects and duties as assigned by supervisor.

Education: High school diploma or equivalent.

Experience: One year of experience in handling cash, customer service or reception, preferably in a health care environment.

Other Requirements: None.

Performance Requirements:

Knowledge:

• Knowledge of collections procedures.
• Knowledge of business office procedures.
• Knowledge of customer service principles and techniques.
• Knowledge of computerized scheduling systems.
• Knowledge of grammar, spelling, and punctuation.

Skills:

• Skill in establishing and maintaining effective and pleasant working relationships with staff, patients, and the general public.
• Skill in using computers and computer systems (hardware and software).

Abilities:

• Ability to project a pleasant and professional image.
• Ability to communicate appropriately, both orally and written.
• Prevents, calms, or defuses irate patients by working with them to identify issues and concerns.
• Ability to interpret and respond appropriately to instructions.
• Ability to deal calmly with emergency situations.
• Ability to be reliable, responsible, and dependable to fulfill obligations.
• Ability to be flexible and manage change.

Equipment Operated: Standard office equipment including computers, scanners, fax machines, copiers, printers, telephones, etc.

Work Environment: Medical office environment. Involves frequent contact with staff and patients. Exposure to communicable diseases and other conditions related to clinic setting.

Mental/Physical Requirements: Involves sitting for extended periods of time; walking, standing, bending, reaching and stooping the remainder. Periodic need to lift and carry items weighing up to 30 pounds. Requires full range of motion including manual and finger dexterity and eye-hand coordination. Requires visual acuity and color perception and hearing to normal range. Stress can be triggered by multiple staff and patient demands as well as a noisy environment.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences. This job description is subject to change at any time due to changes in regulations, policies and/or departmental procedures.