Business Office Clerk

1 Thorndale Dr Suite 210 San Rafael California 94903

Summary:

The Patient Services Representative is responsible for acting as the first point of contact for patients by greeting and checking-in patients. Further, this position will act as a primary communications official for the surgery center by preparing and assembling patient charts. Act as liaison between facility staff, physicians, and physician's office staff.
Essential Responsibilities will include the following, and other duties may be assigned.

Patient Service Duties:
- Warmly greets, accurately checks-in, registers, and schedules patients for procedures and exams utilizing the correct allotted exam time or adjusting as needed for special circumstances.
-Makes certain patient demographics, exam orders, patient history and indications, insurance authorization/billing information, prior studies, and all other required information is complete and
accurate. Prepares all pertinent paperwork and ensures the patient completes paperwork legibly and thoroughly.
- Screens patients for safety measures and specifics related to examinations, instructs patients on proper preparation for procedures, instructions for arrival time, and directions to the surgery
center.
- Correctly utilizes systems to obtain or assign medical record numbers and register patients.
- Proactively requests necessary items and/or reports from outside facilities.
- Coordinates and processes patient authorizations, reviews patient insurance eligibility and collects payments as needed.
- Compiles documentation necessary for the Billing Department to bill for services while ensuring completeness and accuracy. Follows up on outstanding items.
- Communicates professionally and effectively with staff, co-workers, patients, referring physicians, referring physician offices, and others.
- Clearly communicates pertinent information regarding procedures/exams and wait times to patients.
- Obtains missing or necessary information by contacting referring physicians' office staff to ensure completeness and accuracy for patients to receive care or service.
- Promptly communicates with technical staff and physicians on any cancellations, add-on exams, patient throughput delays, and concerns.
- May assist other staff members when requested with bringing patients to the waiting/dressing areas and other appropriate duties.
Competencies: To perform the job successfully, an individual should demonstrate the following:
- Job Knowledge and Technical Skills - Thoroughly understands all aspects of the job; upholds company standards of ethical operations by ensuring compliance with all federal, state, and local regulations; possesses the practical hands-on experience, needs some direction, drives to build a knowledge base and improve professional skills continuously.

Job Description

Job Title: Patient Services Respresentative
- Medical Office Environment - Possesses an understanding of a medical office operation's functionality, patient safety, and patient flow while providing optimal patient care and
consideration.
- Productivity and Dependability - Meets schedules, deadlines, and productivity standards; completes tasks on time or notifies the appropriate person with an alternate plan, strives to
exceed productivity standards by completing work promptly, prioritizes workloads, attains needed resources, and execute a strategy that optimized results.
- Communication - Speaks clearly and persuasively in all situations, listens without interrupting and seeks clarification, responds well to questions, and writes in an informative and professional manner.
- Customer Service - Manages difficult or emotional customer situations; promptly responds to customer needs; solicits customer feedback to improve service; promptly responds to requests for service and assistance; meets commitments.
- Teamwork - Works effectively with others; balances the team's needs and those of the individual; gives and welcomes feedback.
- Judgment and Problem Solving - Gathers and analyzes information skillfully using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems; identifies and resolves issues promptly; considers relative costs and benefits of potential actions to choose the most appropriate one; uses reason when dealing with emotional topics.
- Professionalism and Interpersonal Skills - Treats others with respect and consideration regardless of their status or position, tactfully approaches others, focuses on solving conflict without blame, maintains confidentiality, accepts responsibility for own actions, follows through on commitments, remains open to others' ideas and tries new things.
- Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation, copes well with frequent changes, delays, or unexpected events.
- Stress Management - Reacts and responds well under pressure; keeps emotions under control; successfully copes with demands from superiors, subordinates, and peers.
- Initiative - Displays the desire to volunteer readily and undertake self-development activities by seeking increased responsibilities, sets and achieves challenging goals while demonstrating persistence in overcoming obstacles, measures self against excellence standards while asking for and offering help when needed.
- Innovation - Displays original thinking and creativity, meets challenges with resourcefulness, generates suggestions for improving work, develops innovative approaches and ideas, presents ideas and information in a manner that gets others' attention

Qualifications: Successful individuals who perform the responsibilities of this position must perform their essential duties satisfactorily. The requirements listed below represent the knowledge, skill, and

Job Description

Job Title: Patient Services Representative
abilities required. Reasonable accommodations may be made to assist individuals with disabilities in
performing the functions required of the position.
Education:
o Required: High school diploma or general education degree (GED).
Experience:
o Required: Minimum of one year experience in the customer service industry.
o Preferred: Minimum of one year experience in the medical field.
Language Skills: Must possess the ability to read and comprehend simple instructions, short
correspondence, and memos. Must possess the ability to write simple correspondence. Must possess the ability to effectively present information in one-on-one and small group situations to customers, clients, and other organization employees.
-Mathematical Skills: Must have the ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Must possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions while dealing with problems involving a few concrete variables in standardized situations.
- Healthcare Business Acumen: Must have the knowledge and be well-versed in the nuances and complexities of the business aspects of healthcare, including Protected -Health Information (PHI) procedures and safeguarding other identifiable information regarding patient data.
- Computer Skills: Must have knowledge of Internet software and Microsoft Suite of Products.

Full time: 8 am - 5:30, M-F

Full Business Office Clerk: primary function would be uploading clinical logs, not on e-charting, they are on paper charts. Get clinical information back into HST.
Break down charts and scan, make sure medical records are available.
Reaching out to practice managers and providers to hunt down information.
Also could be working the front desk (will cross train on that and surgery scheduling).
Clinical logs take about 20 minutes per chart to do, depends on process.
Flexible as to what they do and when.
Volume of Calls/Patients: 25 cases per day on average, run OR and procedure room, charts are a little different for each of those. In total handling 70 charts a week.

3-5 Must Have Skills/Qualifications

-Healthcare customer service, front office, medical experience.
-HST Pathways would be ideal, but someone with paper charting experience.
-Provider office experience. Business office experience.
-MA would be ideal, if they are willing to work in a business office.
-Versed in HIPAA and Revenue Cycle. Med Records or HIM

Sharepoint and Outlook
Customer service experience would be preferred but not required.