Patient Service Representative

The Patient Service Representative (PSR) position provides a vital link in the chain of quality of care. The PSR supports the department, communicating and scheduling appointments and physician orders, serving as a first point of contact for patients.

• Triage incoming calls and route them appropriately utilizing good customer skills. Demonstrates knowledge of phone system with ability to use call forward, transfer, voice mail, etc.
• Obtained required personal information necessary to identify all new and existing patients and the correct demographic and preliminary financial information to enable the creation f new patient medical records and the pre-processing of required authorizations / pre-certifications before the appointed visit.
• Prioritize all insurance coverage – primary, secondary, tertiary, etc. Enter properly into demographic record.
• Accurately identifies patients using appropriate search methods (DOB, SSN) to identify.
• Assists with obtaining eligibility status and authorizations.
• Copies/scans insurance cards and patient identification correctly into patient EMR.
• Verifies patient information on file is accurate and updated following system policy. Updates patient data when appropriate. Understands when to correct data or create new file.
• Verify patient registration profiles each time patient comes for a visit. Edit patient registration profiles when necessary.
• Obtain all consents for treatment, including forms for the release of medical information and patients acceptable of financial responsibility for all services rendered, when applicable.
• Completes required Medicare questionnaires (ABN forms) for appropriate patients and tests under Medicare guidelines.
• Accurately and completely processes physician referrals and orders into the radiology information system.
• Maintains patient clinical forms and scans into medical record.
• Ensures respective patient medical record information and all collected forms are scanned into the RIS or PACS as appropriate.
• Schedule appointments when requested.
• Announce scheduled and non-scheduled patients to clinical staff.
• Confirm and remind patients of scheduled appointments in accordance with radiology procedures.
• Give patients standardized preliminary clinical instructions and directions in preparation for a scheduled visit as needed.
• Collection and deposit of patient payments according to protocol.
• Monitor patient waiting time and relay information regarding delays to patients and family members.
• Ensure benefit and eligibility has been verified for all scheduled patients.
• Accurately enter charges for all services performed when required.
• Accurately enter payment information for each payment collected.
• Produces appropriate reports to reconcile charges and payments with daily schedule.
• Prepares daily close report following appropriate protocol.
• Fields questions by both physicians and patients regarding codes, charges, etc. PSR understands when questions require further explanation by Manager or Biller.

• High School or GED required.
• 1 year of customer service experience preferred.
• Microsoft excel experience preferred.