Patient Service Associate

Orthopedic One • Gahanna, Ohio, United States • 1d ago

Patient Service Associate

POSITION SUMMARY
- Responsible for accurately completing the check-in process for all patients, including collection of co-payments and small balances, in addition to verifying all patient demographic information.
RESPONSIBILITIES AND ACCOUNTABILITIES
- Customer Care:
  - Greets patients upon arrival in a prompt, polite and helpful manner
  - Directs patients within clinic and notifies clinical staff as needed.
  - Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind.
  - Performs medical reception duties as needed including receiving patient visitors and responding to medication/ document pick-up per procedure.
  - Assists with transporting patients to main waiting area as indicated.
  - Assists with patient intake paperwork when necessary.
  - Scans, copies, and performs other miscellaneous office duties as needed.
  - Maintains lobby cleanliness throughout the day, as well prepares lobby based on provider pod location for next business day. Depending on location, attends to wheelchair cleanliness and availability as needed.
  - Performs other tasks as assigned by management
- Check In:
  - Accurately and efficiently checks patients in by collecting patient and insurance information required to update information in EMR including photocopying or scanning insurance cards or capturing patient photo ID.
  - Verifies correct patient identification using two patient identifiers, as well as demographic, pharmacy, email, and PCP/referring physician information.
  - Activates or declines patient portal sign-up per company process.
  - Address EMR patient alerts related to patient intake.
  - Processes patient paperwork and obtains Release of Information Forms where indicated.
  - Updates patient upon arrival when physicians are running behind schedule and helps facilitate rescheduling of appointments if necessary.
  - Collects on past due balances or refers patients to Financial Counselor in accordance with company policy.
  - Prints patient schedules, and may prepare patient record for next business day.
  - Updates the patient status in the EMR system.
- Insurance:
  - Uses insurance list to confirm Orthopedic One participation with patient insurance
  - Confirms insurance eligibility check completed at time of check in.
  - Monitors billing alerts and contacts Patient Accounts to address accordingly
- Co-Pays:
  - Collects co-payments according to insurance plan information and type of service.
  - Collates all copays and completes associated documentation
  - Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement.
  - Maintains cash box and alerts supervisor to any discrepancy or need for change
- Initiative:
  - Seeks out assignments, added duties, or opportunities to learn when assigned work is complete, as patient census or workload permits, or to otherwise fill down time productively.
  - Proposes new ideas, makes suggestions, and seeks opportunities to improve processes or workflow through appropriate channels.
  - Attempts to problem solve when assigned work is disrupted, equipment is down, etc. before involving supervisor.
TEAMWORK
- Teamwork:
  - Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
  - Works cooperatively and refrains from participating in negative conversations.
  - Shares knowledge and insights with co-workers in a constructive manner.
  - Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
  - Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.
POLICIES AND PROCEDURES
- Policies and Procedures
  - Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
  - Provides assistance and support to leadership in implementing policies and procedures as necessary.
  - Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.
QUALIFICATIONS
- Education, Experience, Certification and Licensure Requirements:
  - High School Diploma or equivalent required. Customer service experience required. Prior clerical experience in a medical office setting desired.

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