Job Details
About Us:
Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.
With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.
Job Summary:
The Patient Services Representative (PSR) performs reception and administrative duties in an outpatient clinic settings. Interact with patients, guests, families, Physicians, and other members of the clinical teams to create an exceptional patient and family experience. The Patient Services Representative (PSR) greets patients and guests in a courteous manner whether via telephone contact or in person; schedules appointments, completes check-in and check-out processes for patients; answers phone calls and documents messages, obtains and verifies accurate identification and demographical data for the patient's permanent medical record.
Job Description:
Essential Duties and Responsibilities:
- Perform all Patient Service Representative duties
- Provide subject matter training, support and expertise to clinical team members on processes related to patient access and registration
- Serve as a liaison for the PSR team with the clinic manager and operations team on issues related to patient access and registration
- Contribute to quality and process improvement initiatives of the clinic
- Participate in interviewing applicants and orienting new employees
- Provide input to supervisor for hiring decisions and employee performance evaluations
- Ensures that the front office is following appropriate front office policies and procedures
- Maintain a professional front office environment
- Collaborates with team members to ensure quality and consistency of daily huddles
- Participate in the review of patient satisfaction report and collaborate with the Clinical Operations Managers on developing processes for continuous improvement
- Addresses/resolves any customer-service issues and elevates them to Clinical Operations Manager as necessary
- Monitors team performance from a front desk function perspective, identifies issues, works through resolutions and provides both informal and formal feedback
- Order and maintain office supplies inventory by studying usage reports, identifying trends, anticipating needed supplies
- Collaborate with the clinical operations manager to maintain staff schedules and identify needs to support the operations of the clinic
- Develop a process to ensure expectation of answering the phone are met by collaborating with the Clinical Operations Manager by reviewing phone usage reports
Education, Licensure/Certification, and Training: - High School Diploma or equivalent required
- Minimum 2-3 years Medical Billing or Physician Office experience
Skills and Abilities: - Accurately post all charges for the date of service to the system and run daily reports to ensure all charges are posted and completed batches are closed
- Have a strong working knowledge of Microsoft Excel and Word
- Knowledge of basic medical terminology
- Basic office skills including typing 35 wpm and accurately enter alpha numeric data
- Possess excellent verbal, written communication and problem solving skills
- Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other people both inside and outside the clinical practice area
- Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
- Ability to effectively work independently and with a team
- Ability to multi-task
- Knowledge of medical insurance and medical office billing
- Proficient in navigating EHR, Nextgen or Athena system preferred
- Ability to stand for long period of times and lift up to 50 pounds
- Requires sensitivity to work with seriously ill patients and their families
- Competency of customer service skills
Safety Requirements: - Compliance with Department Health and Safety policies and procedures
Working Conditions/Schedule: - 40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required.
- Will work in different departments and other locations as needed.
Wayne Health is an EEO/AA/Veteran/Disability Employer