Patient Service Representative -… at Summit Health · Berkeley…

Summary: Summit Health is a physician-led, patient-centric network dedicated to improving healthcare delivery. The Patient Service Representative (PSR) plays a vital role in supporting the medical office team by managing patient interactions, ensuring efficient operations, and maintaining high standards of customer service. Responsibilities: - Greets visitors, patients, and families in a friendly professional manner and directs them appropriately - Maintains an efficient patient flow through the registration process and provides excellent customer service to patients/families - Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual/demonstrates appropriate etiquette - Informs patients of delay in physician schedules, assists with patient comfort while delayed - Update’s patient care team in the EHR to reflect accurate PCP - Posts all self pay charges, collects payments, and provides patient with receipt. Accurately reconciles daily payments. Reconciles billing slips to daily schedule - Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections - Scans the insurance card, processes insurance verifications utilizing the on-line system, and updates the patient account. Update’s patient information including demographics, insurance, HIPAA forms and financial waivers - Schedules appointments accurately according to department guidelines; using waitlist when applicable. Confirms future appointments as needed. Review Eligibility and Phone report - Schedules and enters orders for diagnostic tests, and procedures, following all appropriate workflows - Initiates authorization request - Works cooperatively with Patient Care Resources and clinical staff to ensure timely pre-authorizations - Completes referrals according to departmental guidelines and properly enters into the appropriate system - Enroll patients in patient portal - Update lab/imaging/pharmacies - Performs screenings as applicable - Arrange specific patient services such as ASL interpreter, needed transportation - Effectively communicates problems, concerns, or issues to the Office Supervisor / Manager appropriately and promptly - Actively participates in pilot programs - Performs patient outreach for AWV’s, quality lists - Manages Department Staff Inbox - Manage patient ticklers, portal requests, online scheduling requests - Completes letters as assigned (no-show/late cancellation, return to work/school) - Performs various clerical duties such as faxing, photocopying, scanning, filing and mailings - Demonstrates flexibility with various work schedules, covers for other staff when asked including other office locations - Demonstrates the ability to adequately follow downtime procedures - Other job duties as required Required Qualifications: - High School Graduate or GED required - Ability to communicate in English, both orally and in writing - Must have excellent customer service skills - Must have the ability to organize and perform multiple tasks in a timely manner - Basic proficiency in computer use required Preferred Qualifications: - Associate Degree preferred - Previous PSR experience preferred - Knowledge of medical office and terminology preferred - Previous experience with Standard Office Technology in a Window based environment preferred - Experience with EHR, Practice Management System and Departmental/Ancillary Systems preferred Required Skills: Electronic Health Records (EHR), Practice Management Systems, Medical Terminology, Insurance Verification, Authorization Requests, Referral Processing, Appointment Scheduling, Basic Computer Proficiency, Standard Office Technology, Customer Service, Empathy, English Language Communication Benefits: Medical, Dental, Life, Disability, Vision, FSA coverages, 401k savings plan