Patient Service Representative l - Training Provided-Brockport and Albion

About the position

The Patient Service Representative I at Oak Orchard Health plays a crucial role in providing exceptional customer service to patients, both in person and over the phone. This position is responsible for managing patient registrations, scheduling appointments, and ensuring accurate information is maintained in the electronic medical record (EMR) system. The role emphasizes the importance of effective communication and organizational skills to enhance patient experience and support the healthcare team.

Responsibilities

• Accurately register new patients in the OOH electronic medical record (EMR) system, checking for previous registrations and verifying demographic and insurance information.
• Promptly and courteously greet arriving patients and guests.
• Check patients in and out, updating insurance and demographic information, and collecting payments as required.
• Process payments received via mail, phone, or in-person.
• Schedule future appointments as needed, both at the checkout window and over the phone.
• Refer patients to the Patient Accounts Office for financial plans if necessary.
• Scan all completed patient paperwork into the patient EMR in a timely manner.
• Maintain phone etiquette; answer phones, transfer calls, take accurate messages, and document prescription refills.
• Monitor appointment schedules and respond to Patient/Physician inquiries.
• Reschedule patient appointments when providers call in sick or schedule time off.
• Direct patients needing assistance with health insurance to the embedded Facilitated Insurance Enroller.
• Call appointment reminders for physicals and new patient appointments, changing appointment status to 'confirm' when done.
• Call failed appointment reminder calls to attempt to confirm appointments.
• Communicate effectively with patients and staff from all departments.
• Attend regular staff meetings, trainings, and other meetings as requested.
• Maintain a safe, clean, and orderly work area at the front desk and waiting room.
• Schedule interpreters for patient appointments as needed.
• Balance cash receipts at the end of the shift and prepare appropriate reports.
• Ensure the building is unlocked in the morning and locked at night with the alarm set by the last employee to leave.
• Adhere to all organizational policies and procedures.
• Complete any other reasonable requests from management.

Requirements

• High School diploma or equivalent.
• 1-2 years of medical office experience or call center preferred.
• 1-2 years of prior administrative or customer service experience.
• Ability to communicate effectively with patients and co-workers in other departments.
• Ability to work a flexible schedule, including some evenings and weekends.

Benefits

• Health / Dental / Vision Insurance
• Retirement Plan
• Tuition Reimbursement
• Public Service Loan Forgiveness
• Generous Time Off