Patient Service Representative -… at Livara Health · San Diego

Summary: Livara Health is reimagining musculoskeletal care for value-based provider groups and health plans. The Patient Service Representative performs a variety of clerical and administrative duties, including greeting and registering patients, collecting payments, scheduling appointments, and collaborating with various team members to ensure efficient clinic operations. Responsibilities: - Collaboration and teamwork - Demonstrates a commitment to serving others through teamwork collaboration, developing others and supporting SpineZone values. Encourages healthy working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are made with honesty and respect, guided by SpineZone values - Effective, clear communication to promote efficient department operations and excellent patient care - Stays informed through staff meetings and shares pertinent information with team members - Assists team members with their tasks when needed - Provides clear communication to Clinicians about the arrival and any other communication surrounding patients - Demonstrates flexibility to meet clinic and overall team needs - Assists in daily maintenance and general departmental flow - Promotes a positive work environment by accepting interpersonal differences and respecting team members’ values and opinions - Provide department support and clinic needs as assigned and directed by leadership - Provide training and mentoring to new team members as directed by Leadership - Exhibits professional and friendly phone etiquette - Answers multi-line phone system, retrieves messages, and ensures proper messages are communicated - Responds to all phone calls within three rings and answers with name and company - Is helpful, knowledgeable, and thanks the caller at the end of the call - Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology - Announces call to the connecting party when transferring a call - Follows all HIPAA regulations and compliance - Strong customer service skills and ability to engage well with patients - Greets patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner - Maintains a clean environment - Use discretion and independent judgment in handling patient or physician complaints received - Provides accurate information to all patients, clinicians, team members and visitors and maintains a variety of office support activities - Prepares and monitors daily/weekly schedules - Obtains and verifies insurance benefits for patients - Electronically files all office records as necessary - Processes all medical and billing record requests - Maintains supply levels, patient brochures, petty cash, and inventory. Notifies Facilities and Clinic Manager of any repairs or maintenance needed in the environment - Knowledgeable on procedure for activating appropriate emergency support systems and monitors patient waiting area alerting clinicians of any potential medical occurrences - Keeps work-related discussions professional and limited to private areas - Implements service recovery when appropriate - Eager to assist the company in any other related duties assigned - Maintains patient accounts by obtaining, recording, and updating personal and financial information - Accepts accountability for the organization's financial success while delivering the highest quality of care and service - Protects patients' rights by maintaining confidentiality of personal and financial information - Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines) - Takes initiative in using time effectively - Actively sets priorities and adjusts to unscheduled situations - Accepts responsibility for own actions and outcomes - Initiates communication with others to ensure the job is completed successfully - Department goals (i.e., department productivity, patient visits, KPI’s) - Request payment of copay, deductible, estimated out-of-pocket or good faith deposit - Follows established cash receipt policy and procedures for collection of payments - Balances and secures the cash drawer. Prepares daily deposit with minimal reminder to complete in an accurate and thorough manner - Knowledgeable on patient account and billing information. Performs registration procedures and verifies insurance eligibility - Maintains up-to-date knowledge on new insurance plans and other information provided by Billing Department - Schedules appointments following appropriate provider guidelines both in person and over the phone - Schedules appointments with the correct visit type, provides patients with accurate appointment information, and updates patient information and appointment site location - Confirm new appointments - Reviews schedule daily for scheduling optimization and efficiency - Populate all demographic screens for new and established patients - Register and schedule all new patients - Provide new patients with required information to SpineZone and resources to services - Monitors authorizations for insurance changes and resubmits authorization as needed - Create and monitor a waitlist for patient appointments - Using a keyboard, type proficiently and accurately - Review all work to ensure it is precise Required Qualifications: - High School Diploma required - Ability to multitask effectively and efficiently - Proficient in Microsoft Office and Google Drive - Knowledge of medical terminology - Effective interpersonal and customer relations skills - Strong professional level of written and oral communication skills - Ability to diffuse volatile situations and use good judgment and tact in dealing with patients Preferred Qualifications: - Associates degree preferred - One year of administrative experience preferred - Completion of a medical receptionist or equivalent training program preferred - Medical office experience preferred with a strong emphasis in customer service, computer skills and phones Required Skills: Medical Terminology, Microsoft Office, Google Drive, Medical Receptionist Training, Scheduling, Insurance Verification, Cash Handling Benefits: Medical, Dental, Vision, FSA Plan, Life Insurance, Long Term Disability, 401(k) with a match, Generous PTO, Wellness Benefits (Employee Assistance Program, Financial, Mindfulness, etc.), Career Growth Opportunities