Job Summary:

The Patient Account Service Representative (PASER) is responsible for maintaining the general functions of the reception desk to include: handling phone calls, scheduling appointments, daily filing, registration, check-in/check-out, filing of insurance, making copies, processing faxes, scanning of documents, call routing, and collection of fees for services rendered to patients in the clinic area. Performs under the direct supervision of the Clinic Manager and is required to achieve quality job performance measured through reporting, direct and indirect observation, evaluation, feedback, and skills check-offs for all routine and assigned tasks. Acquires and applies knowledge of Forrest Health’s processes, policies, protocols, and procedures. Appropriately communicates and interacts with employees and family members of all age groups while being sensitive to their cultural and religious beliefs.

If certified as a Medical Assistant, may also be responsible for maintaining and assisting with charts and records, precerting, patient referrals, seating patients in exam rooms as needed, vitals, and assisting with patient care such as basic vitals or point-of-care testing.

Will float and travel to other clinics to provide coverage on occasions as volume and situation necessitates. Perform any and all other duties not listed as assigned by the Clinic Manager.

Performance Expectations:

• Follows all policies, workflows, and protocols regarding clinic operations, registration, scheduling, and patient care.
• Exercises prompt, courteous, and consistent communication with patients to accurately gather information, while maintaining quality patient care and upholding the We Care Philosophy.
• Utilizes and operates a wide range of office equipment to include computers, telephones, fax machines, and copy machines.
• Functions in role both alone and in a team setting, working within both clinical and office environments.
• Performs pre-certing/prior authorizations, and patient referrals as needed or when assigned.
• Identifies and resolves problems as they arise and reports all incidents to the Manager.
• Maintains a clean, orderly, safe environment for patients and personnel.
• Adheres to and ensures patient rights and confidentiality of patient information.
• Makes accurate, detailed, and appropriate documentation in electronic medical records.
• Accesses and maintains access to external websites to complete registration and billing workflows.
• Commits little to no mistakes and urgently reports any issues to the Manager and follows proper steps to resolution.
• Assist with routine courier runs to the hospital as well as make runs to meet external staff to pick up/deliver supplies, etc.
• Responds to patient communication in a timely manner by entering complete detailed messages into Epic, reads and processes data reflective of the patient’s status, needs, and request, and routes appropriate information to appropriate staff.
• Schedules appointments appropriately and maintains provider/ancillary schedules as directed by the Clinic Manager.
• Initiates and documents call confirmation and pre-registration outreach.
• Registers patient information quickly, catching and fixing any errors in patient registration.
• Utilizes appropriate tools to verify insurance eligibility.
• Obtain, processes, and assess all patient paperwork for completion.
• Scans documentation into appropriate place in electronic medical record.
• Collects all patient out-of-pocket responsibilities. Posts all patient payments according to policy and compiles end-of-day cash drawer deposits without error.
• Efficiently sorts and routes all external communications for clinical and management staff.
• Monitors Epic Dashboards, In-baskets, and Messaging applications in addition to company email for important communications and takes action when applicable.
• Utilizes various reports, dashboards, and work queues to complete registration, billing, and operational tasks.
• Communicates with all clinic and health system personnel respectfully and in accordance with Employee Handbook standards.
• Performs all functions efficiently and effectively and within required and assigned timeframes.
• Behavior both at work and away from facility is appropriate and positively reflects on the profession as well as facility and organization.
• If applicable, must acquire and follow RHC standards and policies.
• Adheres to and promotes the established values of the organization (We CARE, ACO, Language of Caring, safety, Code of Conduct, HIPAA, compliance standards and all others).

Qualifications:

Education/Skills

High school diploma or GED equivalent required. Basic business and computer skills are required. Associate Degree preferred.

Work Experience:

Six to twelve months experience as a hospital receptionist or registration host/hostess in a clinic or an accredited hospital is desirable. Experience in medical insurance preferred. Experience working with electronic health records preferred. Epic experience highly recommended.

Mental Demands:

Must enjoy people and desire to assist doctors, patients, fellow employees, and hospital staff. Strong communication skills are essential. Must be cooperative with others, take orders, and follow directions. Must exercise a high degree of tact, poise, and patience in dealing with the public. Individual must have a high energy level and be capable of handling high-pressure situations both mentally and physically.