||PATIENT SUPPORT REP. - PHYSICAL THERAPY
||Position Summary: The Patient Support Representative must be friendly, cheerful and professional with a strong work ethic and excellent communication and people skills. This person must speak and understand English fluently and understand alphabetical
and numerical filing systems. The Patient Support Representative understands medical terminology. The Patient Support Representative is a fast learner, able to quickly and clearly understand clinic guidelines and procedures relating to patient service, telephone
management and scheduling. The Patient Support Representative is responsible for accurate data entry. The Patient Support Representative follows all federal and state laws regarding the Health Insurance Portability and Accountability Act (HIPAA) with special
regards to patient privacy. The Front Desk work area is a fast-paced environment and the Patient Support Representative must have the initiative to perform multiple tasks in a busy atmosphere. Contact with the Patient Support Representative is the first impression
which patients receive of our clinic and so they must communicate well and have the ability to listen to patient requests and provide assistance. The Patient Support Representative looks professional by adhering to the clinic dress code.
The Patient Support Representative is under the direct supervision of the Director of Rehabilitation Services. Patient Support Representative may access the patient electronic medical record (EMR) to the extent of viewing and printing patient demographic and
medical records for the purpose of locating files, answering patient inquiries, printing and scanning records, as well as fulfilling requests from insurance carriers and case managers.
1. Ability to meet minimum hospital hiring standards.
2. High school or GED equivalent education.
3. One year of experience in an office setting, or comparable customer service setting.
Essential Job Functions*:
1. Performs well in stress and emergency situations. Answer telephones, direct calls to appropriate departments, take and deliver messages to the appropriate party. Assist other Patient Support Representatives as needed.
2. Greet patients, check patients in for appointments and register new patients into EMR and hospital registration system. Update patient information in both systems. Responsible for the collection of completed and required registration and consent forms, patient
identification documents and insurance documents, and scanning of documents into the billing system.
3. The Patient Support Representative has knowledge of the HIPAA laws and has the ability to answer patient questions regarding HIPAA; in particular, the ability to answer patient questions concerning various forms which require patient signatures.
4. Schedule, re-schedule, cancel, and schedule follow-up patient appointments. Telephone confirmation to remind new patients of evaluation appointment. Contact patient regarding missed appointments. Prepare records for next day activity; prepare billing sheets
5. Contacts new referrals received to schedule for initial evaluation. Obtains insurance information, diagnosis, referral source, contact number from patient. Verifies insurance coverage prior to evaluation, and assists patient to obtain necessary pre-authorization
that may be required.
6. Medical Records – Prepares new patient folders for use. Prepares patient education folders. Prepares discharged records for storage off-site, and maintains log of discharged records.
7. Enters outpatient billing on a daily basis. Assists in the reconciliation of daily charges for both inpatient and outpatient areas. Maintains department statistics.
8. Responsible for contents of locked cash box and opening cash. Prepare Daily Cash Report at the beginning of the day in preparation for cash receipts. Responsible for collection of office visit copayments, patient portions and private pay accounts at the
time of service. Responsible for completion of Daily Cash Report and cash count at the end of the day and the subsequent drop of daily cash receipts to hospital.
9. Distribute incoming reports to patient files, and general filing of documentation. Stock office supplies and prepare weekly Order List of office supplies. Make copies of handouts, forms, and other items as needed and maintains adequate supply. Assists in
distribution of supplies, linen in the OP clinic.
10. Assists with patient flow in the outpatient area by preparing treatment booths/areas, escorting patients into and out of the clinic if needed. Assists therapist in performance of treatment procedures as designated.
11. Close up the clinic at the end of the day/evening. Lock doors/windows. Turn off electric door opener. Turn off equipment and lights. Miscellaneous tasks as requested by Rehab Director.
Essential Physical, Mental and/or Environmental Working Conditions:
1. Must be able to meet the physical/mental demands of position with or without accommodation. See checklist (page 2) for specific physical, mental and environmental working conditions.
2. Must be able to utilize good judgment, demonstrate patience, and maintain a professional demeanor at all times.
3. Must be able to work in a busy and stressful environment.
4. This position has the potential for placing the employee at risk for occupational exposure. Definition of occupational exposure: any reasonable anticipated eye, skin, mucus membrane, or parenteral contact with blood or other potentially infectious materials
that may result from the performance of an employee’s duties.
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