Patient Service Representative

SUMMARY: The Patient Service Representative (PSR) serves as the primary point of patient contact for Logan University’s Chiropractic Health Centers, including the Norman W. Kettner, D.C. Imaging Center. In addition, the PSR works closely with other Logan staff, clinical faculty, Director of Diagnostic Services, Director of Resident and Fellow Education and interns to provide administrative support in the delivery of high quality patient care and clinical education. An expectedly high level of interaction is required while maintaining a positive attitude and sensitivity when handling patient health care information. This position reports to a Senior Clinician for matters related to day-to- day delivery of patient care (including patient communication) and to the Director of Diagnostic Services when assigned to the Norman W. Kettner, D.C. Imaging Center. This position also reports to the Patient Services and Accounts Administrator for matters including but not limited to: clinic business operations, policy/procedure compliance and educational/assessment operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Cover the hours Monday –Friday 7:30 a.m. to 7:00 p.m.; Saturdays 9:00 a.m. to Noon; or when the last patient leaves the department; whichever occurs last.
2. Practices and promoteseffective, efficientand friendly communicationwith all health center and Norman W. Kettner, D.C. Imaging Center patients, staff, faculty, students and referring physicians.
3. Monitor and make effort to minimize patient waiting time in the reception area and while checking in/out.
4. Schedule all patient appointments in an effective, efficient, completely, accurately and in a courteous manner consistent with practices that consistently promote aclinician driven, patient-centered model.
5. Enter new patient information to electronic health record; when necessary, verify insurance benefits and update insurance information.
6. Collect patient payments when due, post payments in a timely manner.
7. Effectively field patient questions pertaining to health insurance, and/or transfer the patient to an appropriate source in a timely manner.
8. Limited cross training in other key staff positions to facilitate absence coverage, including satellite locations, and the Norman W. Kettner, D.C. Imaging Center when necessary.
9. Follow appropriate patient checkout procedures, including form processing and other required activities.
10. Follow all Logan policies and procedures as they pertain to operation of the front desk area, or other areas as assigned.
11. Scan paperwork into the electronic health records system per Logan policy/procedures.
12. Periodic analysis, reporting, and/or ordering of supplies inventory and special order products.
13. Run daily closing reports as directed.
14. Receive and log in diagnostic Imaging studies, add the studies to the Norman W. Kettner, D.C. Imaging Center workflow.
15. The PSR will send out “New Doctor Packets” by mail or electronic means as requested.
16. The PSR will maintain and replenish the various Field Doctor Patient logs and appointment sheets as needed.
17. Other duties pertinent to the Norman W. Kettner, D.C. Imaging Center as assigned.
18. Archive the completed diagnostic imaging reports, in the case of field doctor orders, assemble reports and images, log out and send to the referring physician.

Qualifications

COMPETENCIES : The position requires familiarity and moderate strengths in data entry, patient accounting and telephone etiquette, often in multi-tasking situations. To perform the job successfully, an individual must have strong customer service and communications skills that allow him/her to manage difficult and/or emotional situations. Attention to detail is necessary, often while under pressure. Must be able to maintain confidentiality while speaking clearly and persuasively in positive or negative situations.

QUALIFICATIONS: An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Six months to one year of related experience and/or training is required. Must have intermediate language skills and basic math skills. Must have ability to solve practical problems and deal effectively with a variety of situations. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

COMPUTER SKILLS: Basic understanding of software function and data entry. Experience with patient accounting software is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS: None required.

OTHER QUALIFICATIONS: Must be able to work weekends, evenings and overtime as needed.

DIVERSITY AND INCLUSION: Logan University strives to be an educational leader that is authentic, intentional and strategic about diversity, fairness and the development of an inclusive campus community. We acknowledge and respect the differences in human experience that shapes and enriches education, healthcare, society and our institution.

It is our expectation that all employees support the mission and vision of the university, and carry out their professional duty aligned with Logan University Values: Diversity, Empathy, Student First, Positive Attitude, Evidence Informed, Character and Teamwork.

Logan University does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law. All Logan employees are expected to complete annual compliance training by assigned deadlines.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use hands to type on a computer, handle paperwork, office tools, etc. Must frequently speak and hear to effectively communicate face to face, over a telephone, and electronically as in email. Must regularly sit to work on computer and do paperwork. Must occasionally stand, walk and reach up or down with hands and arms and stoop or kneel to retrieve charts and files and to pick up mail. The employee must occasionally lift and/or move files weighing up to 10 pounds. Specific vision abilities required by this job include close vision in order to type on computer and read insurance information, etc.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment in this position is characteristic of a busy academic health center. The noise level in the work environment is usually moderate.

NOTE: The job description in no way states or implies that these are the only duties to be performed. The employee will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

An employee is expected to assist and provide coverage for coworkers during peak periods, vacation days or sick days at all locations, and to work with administration in the attainment of the College’s mission and goals.