Patient Service Representative 3

The purpose of this position is to provide assistance to patients, staff and Medical Faculty of Howard University Faculty Practice Plan.

SUPERVISORY ACCOUNTABILITY

Involves no responsibility or authority for the direction of others.

NATURE AND SCOPE

External contacts include a variety of third-party payers, medical organizations, patients and other healthcare personnel. Internal contacts include the Medical Faculty, employees of the HU Faculty Practice Plan, Howard University, Howard University Hospital and other affiliates.

PRINCIPAL ACCOUNTABILITIES

• In conjunction with Providers/Cost Center Members and the Department Administrative Manager, develop policies and procedures to assure that there is a system for scheduling appointments, new patients, special problems and emergencies.

• Serves as Team Lead for Patient Service Representative I and II. Trains the Patient Service Representative I and II on relevant duties listed below.

• Ensures that patients are handled consistently and schedule for appointments in a manner that recognizes the urgency of their complaints.

• Ensures that above policy and procedures adhere to Faculty Practice Plan policies, procedures and standard systems.

• Implements effective front office business processes that will result in improved financial performance and will preserve or improve current customer service levels. These processes will include appointment confirmation to improve patient show rates; point of service patient registration into the IDX system; insurance verification prior to patient visits; and collection of time of service payments and co-pays at the time of patient visits.

• Assists assigned Providers/Cost Center Members with completion of super bills.

• Develops, sets-up and monitors sign-in sheets. Reconciles fee tickets to sign-in sheets.

• Helps patients obtain disability insurance benefits, home health care and medical equipment. Ensures proper coding on submitted charges.

• Develops procedure to assure that all charges have been collected. Collects batches and submits charges daily to the Revenue Control Center, incorporating the procedures established by the Revenue Control Manager.

• Promotes an emphasis on customer service and satisfaction. Handles customer complaints appropriately, providing resolution and addressing systemic issues on a department-wide basis.

• Represents assigned Providers/Cost Center Members appropriately and maintains effective relations within the clinical enterprise including ancillary departments, HUH, Faculty Practice Plan Business Office, employers and other key constituencies.

• Performs other related duties as assigned.

CORE COMPETENCIES

• Knowledge of the activities of the Division in order to perform necessary clerical functions and requirements of the organization including knowledge of Physician Billing and third-party payers.

• Knowledge of medical terminology, CPT and ICD-9 Coding.

• Ability to effectively present information in one-on-one and small group situations.

• Ability to perform basic math functions, compute rate, ratio, and percent and to interpret bar graphs

• Ability to apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form.

• Ability to deal with problems involving several concrete variables in situations with limited standardization.

• Ability to operate a computer, photocopier and other standard office equipment.

• Ability to sort and file materials correctly by alphabetic or numeric systems.

• Ability to establish and maintain effective working relationships with patients, employees, and the public.

• Ability to communicate English orally and in writing with people from various educational levels and backgrounds as well as ability to speak clearly and concisely

• Ability to plan, organize, coordinate and prioritize work in situations where demands of a diverse nature are involved

MINIMUM REQUIREMENTS

Associate's Degree and 2-4 years of general work experience. AA/AS may be substituted for 4 years of required work experience. BA/BS may be substituted for up to 4 years work experience.