PATIENT SERVICE REPRESENTATIVE

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RAYUS Radiology is looking for a Patient Service Representative to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together! As a Patient Service Representative, you will be responsible for executing the day-to-day activities of patient-facing service ensuring quality assurance and customer service satisfaction while facilitating and coordinating communication between patients, family members and staff. This role provides optimal patient-centered services supporting the imaging center front office, medical records, technologists with patients through a rotation through front desk, medical records and technologist assistant roles.

 

Essential Duties and Responsibilities:

• Serve as initial point of contact for patients and visitors, creating and providing positive legendary Patient Service Experience(s)
• Timely registration of patient(s) arrival by validating accurate demographic information and professional collection of out-of-pocket payments prior to services being rendered.
• Inform patients about delays and wait times; when necessary, follow up with patients to ensure their inquiry or complaint has been satisfactorily resolved.
• Answering, investigating, and/or directing patient inquiries or complaints to the supervisor or manager.
• Obtaining and validating photo identifications and insurance cards, scanning relevant documents into patients' chart electronically and categorizing appropriately.
• Provides Consent, Financial, and HIPAA compliance related documents, must be able to thoroughly explained to the patient(s) if necessary.
• Proficient utilization and application of EHR software, hardware, and programs.
• Scrutinizing prescriptions and referrals for accuracy to ensure patients are receiving the appropriate and necessary exams.
• Effectively coordinate with interdepartmental professionals to ensure patient satisfaction as it relates to appointment scheduling and admission/encounter.
• Verifying and dispensing oral contrast and preparation instructions to patients who are scheduled for upcoming appointments.
• Participates in medical office emergency routine when required. Summons ambulance or EMS and/or assists other staff members as needed.
• Managing outgoing and incoming faxes through both electronic and manual fax machines.
• Maintaining appropriate levels of administrative office supplies, (i.e., RAYUS brochures, cards, sign-in sheets).
• Contacting referring Physician offices to verify information and/or request information that is still pending and necessary for the patient's exam.
• Organize and prioritize tasks to meet deadlines while ensuring and maintaining efficient patient flow.
• Proper use of phone and written etiquette when handling correspondence.
• Maintaining reception and patient waiting area(s) such as cleanliness, sanitation, literature organization and beverage supply.
• Alignment of company mission and embodiment of core values of RAYUS.
• Adherence and compliance to company policies, procedures, operational objectives, and goals.
• Maintain strict confidentiality of PHI in adherence and compliance to HIPAA regulations.

• Ensure quality assurance health records by verifying their completeness, accuracy and proper entry into computer systems.
• Serves as point of contact on Medical Records for patients and visitors, creating and providing positive legendary Patient Services Experiences.
• Retrieval and release of health information data/medical records in adherence and compliance with HIPAA and company policies and procedures.
• Interacts and works cooperatively with patients and team members of different diversities and ensures inclusion.
• Work as a liaison between the healthcare providers and offices in a timely manner.
• Proficient utilization and application of EHR software, hardware, and programs.
• Organize and prioritize tasks to meet deadlines while ensuring and maintaining efficient patient flow. Taking appropriate action when deemed with sound judgment.
• Clear and friendly patient education of diagnostic examinations and delivering instructions in adherence to company policy and procedures.
• Professionally holds Stat/Urgent cases pending communication from referring healthcare provider instructions after services have been rendered for patient.
• Proper use of phone and written etiquette when handling correspondence.
• Alignment of company mission and embodiment of core values of RAYUS.
• Adherence and compliance to company policies, procedures, operational objectives, and goals.
• Maintain strict confidentiality of PHI in adherence and compliance to HIPAA regulations.
• Maintain and reception and patient waiting area(s) such as cleanliness, sanitation, literature organization and refreshment supply.

• Monitors all modality schedules.
• Greets and escorts patients to changing room; briefly explains procedure.
• Prep/changing room turnaround performing proper sanitizing techniques.
• Helps the technologist stay on time by having the next patient ready before the current patient is ready to get off the table.
• Ensures that all patient areas are stocked and organized in a neat and tidy manner.
• Cleans and stocks patient prep room and patient restroom.
• Stocks linen and empties laundry at the end of the shift.
• Checks with technologists, center supervisor, or center manager for additional duties as needed.

Qualifications

• High School diploma, or equivalent
• One (1) year of applicable customer service experience
• Experience working in a healthcare setting
• Working knowledge of Microsoft Office
• Proficient with using computer systems and typing

• Two (2) years' customer service experience
• Experience using electronic medical record/health record (EMR/HER) computer systems
• Experience working in a Radiology/Diagnostic Imaging healthcare setting
• Knowledge of basic medical terminology
• Insurance knowledge
• Bilingual