Job Relationships
Department: Rehabilitation Services
Supervisor: Patient Services Representative Supervisor
Supervises: None
Job Summary
The Patient Services Representative (PSR) serves as entry point for all individuals who contact Rehabilitation Services and is responsible for creating an outstanding first and final impression of the clinic for our patients, visitors, customers, and staff. Performs various clerical duties to ensure accurate and timely patient care, which may include, but are not limited to, answering telephones, registering patients, appointment scheduling, insurance verification, chart preparation, submitting accurate and complete billing data to the hospital billing office and mail/message distribution. Ensures that the waiting area appears neat and orderly throughout the day. This position does not provide direct patient care.
This position supports our Rehabilitation Services clinic in Northfield, MN.
Compensation
We are committed to providing wage ranges for all open positions. Please note that the specific compensation for this role will be determined based on experience, education and internal equity considerations. The hourly wage range for this position is: $18.55-$26.19. This range reflects the base salary for this position.
Key Accountabilities
COMMUNICATION
- Greet and assist patients, visitors, employees, and other customers promptly, directing them appropriately.
- Communicates to clinicians when patient is ready to be seen and inform patients about delays and waiting times.
- Answer telephone, screen calls, and take messages.
- Respond to, investigate and/or direct patient inquiries or complaints to the appropriate rehabilitation staff member.
- Follow up with patients to ensure inquiries/complaints have been satisfactorily resolved.
- Aid patients when needed for arranging transportation needs, providing directions, locating wheelchair, etc.
REGISTRATION
- Review treatment orders and verify orders meet Rehabilitation Services policies for initiating care.
- Register patients; obtain and update demographic and insurance information; verify insurance coverage, ensuring insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third-party payer requirements.
- Scan insurance information and cards.
- Prepare all documents for patient appointments,
- Ensure patient information and medical history documents are completed and signed, assist patients in filling out patient forms, when necessary
- Identify, report and resolve problems regarding registration to appropriate individuals and departments.
SCHEDULING
- Schedule patient appointments. Coordinate cancellations, reschedules, and additions to schedules with the appropriate rehabilitation clinician
- Ensure clinician’s time is utilized efficiently, and patient needs are satisfied.
- Provide accurate, detailed information regarding treatment preparation, time patient to arrive, and any other directional information needed by patient.
- Notify patient of all scheduled appointment dates and times.
- Ensure all scheduling data is complete and accurate.
CLERICAL/CHART MANAGEMENT
- Prepare daily schedules for each clinician and provide charts for returning patients to each clinician prior to the patient’s arrival.
- Prepare new charts, maintain order in current charts as needed
- Receive and distribute mail, sorting out time-sensitive and priority documents.
- Prepare and/or mail correspondence and other materials as requested.
- Perform administrative and clerical duties, such as filing paperwork, when necessary.
- Direct final review of discharged charts and arranges for delivery to medical records department.
- Review charges by checking Meditech patients' appointments.
- Build Meditech clinician schedules and ensure accuracy in the Meditech dictionary through testing and timely edits.
INSURANCE
- Ensure eligibility of patients to receive Rehabilitation Services
- Complete all required prior authorization tasks
- Serve as a resource for patients and clinicians regarding billing and insurance information
- Develop workflow processes to assist in the cross-training of other PSR staff
OTHER
- Develop and maintain competency on clinic computer systems.
- Engage/disengage the alarm system as necessary.
- Attend all required meetings and in-service education
- Maintain personal workspace in a neat and orderly condition.
- Ensure the reception area and patient lobbies are clean and orderly.
Qualifications
- Minimum Education: High School graduate or equivalent
- Exceptional customer service skills
- Excellent communication (written and verbal) and interpersonal skills;
- Experience in keyboarding/data entry with an emphasis on speed and accuracy.
- Ability to relate to clients of all ages in a professional, courteous manner.
- Ability to work in a fast-paced environment with a strong attention to detail and accuracy; demonstrate exceptional multitasking abilities.
- Ability to read and understand verbal and written instructions.
- Excellent team player who works cooperatively and respectfully with coworkers
- Prior administrative or front desk experience, preferably in a healthcare setting, preferred
- Knowledge of medical/rehabilitation terminology preferred
Schedule and Hours
- Casual/Call
- Varying Weekday Shifts
Benefits
- Eligible for Shift Differential Pay in addition to base wage
- Pension Plan (PERA) with a 7.5% company match
- On-site Continuing Education
- Free on-site parking
- Other benefits include our Qualified Bilingual Staff Program, Employee Assistance Program, and a variety of savings opportunities, including cafeteria, scrubs, and OTC medication discount from our pharmacy.
Northfield Hospital + Clinics is an independent organization with over 800 employees. We are known for our positive work environment and quality patient care. We provide a full spectrum of services with our Hospital in Northfield, MN and primary and specialty clinics in Northfield, Lakeville, Farmington, Faribault, and Kenyon, plus Urgent Care locations in Northfield and Lakeville.
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