Patient Service Representative Job at Howard University
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.
Patient appointment preparation48-hrs prior
Insurance is verified
If eligibility is green, insurance is verified
If eligibility is yellow, there are issue with insurance information. Review insurance information and make corrections
If eligibility is red, eligibility is not verified. Refer to “Insurance Verification and Eligibility” Policy & Procedure
Referrals and/or authorizations obtained and valid, as required by patient’s insurance company
If a referral or pre-authorization is required and has not been received, consult care team for next steps and contact patient to reschedule
Appointment confirmed
New patents: contact all new patient appointments
Established patients: only patient appointments that are unconfirmed
Work appointment reminder report:
- Reschedule requests: contact patient to reschedule appointment
- Cancellation requests: contact patient to confirm cancellation, reschedule appointment and remove from Allscripts PM
Remind patient to bring State-issued identification, health insurance card, notes from last treating physician (if applicable), copayment and referral
In PM system, document confirmations and cancel patients that have declined the appointment
For pre-authorizations contact insurance company if it has not been received
All non-same day slots are filled; use waitlist to fill open slots
Requested patient information has been received (i.e. test results, other provider notes, imagining, etc.)
If applicable, follow up with Care Team for clinical questions
24-hrs prior:
Any follow up from 48-hr tasks (i.e. unconfirmed appointments, incomplete insurance information, missing authorizations, or referrals, etc.)
Face sheets and patient forms printed and ready
ABN (as applicable)
Consent to Treat
HIPAA / Patient Privacy
Financial Obligation
Medical history
Payments (e.g., past-due and time of service)
Provide appointment lists to the clinical team for the following day
Check for add-on appointments the business day prior
Day-Of preparationThe duty of opening the office is assigned to the appropriate staff member on time - PSR/MA
The reception area/front desk is opened by:
Turning on all lights in the reception area and at the front desk
Adjusting the thermostat to the correct temperature
All the magazines are placed in an orderly fashion in the reception area.
There should be no trash or debris laying around, and chairs and seating are well arranged
The front desk electronic equipment is turned on
The staff member signs into the computers
Phone messages are checked, and messages are posted in the proper place
Task list is reviewed, and urgent outstanding tasks addressed
Sign in sheets on the counter prior to unlocking doors
Doors unlocked 15 minutes prior to the first scheduled appointment
Telephones are transferred back from the answering service (when applicable)
The staff begins to greet and check in patients
Check-in and registrationGreet patients with a smile, “Good morning or Good afternoon”
Ask patient to sign in and ask for state issued identification, insurance card, referral if applicable.If there are patients waiting to register, inform the patient “We have a few patients ahead of you to register, please have a seat and we will call you shortly”
When receiving patient information make sure to scan and update in Allscripts prior to making patients MA Ready. Scanned documents must be legible and straight
All meaningful use requirements must be complete
Collect any copays/deductibles.Self-pay patients are offered 30% off the estimated fee for service (refer to “Self-Pay” Policy and Procedure)
No patients are to be seen without the required referrals. If there is an issue, the Supervisor should be notified immediately
Provide patient with Patient Satisfaction Survey and ask them to complete and place in survey box at the end of the visit
Change patient status to “ready”
End of DayChange non-arrived patients to “No Show” status
Run end of day batch and reconcile all receipts, complete reconciliation form, and submit to supervisor
Print next day’s face sheets and schedule
Check phone messages and assign tasks
Check task list and respond to all requests
Remove trash or debris
Restock used office supplies including filling printer paper tray
Turn off equipment
Turn off lights
Additional responsibilitiesMaintain Waiting Room/Workstation
Wipes chairs, counters, and tables daily
Pick up any visible trash on the floor.
Ensure water cooler has enough water. Inform supervisor on low water bottle count
Tasks and Voicemails
Monitor tasks and voicemails routinely throughout the day. Tasks should be checked and worked a minimum of 3 times per day (beginning, middle, and end)
Contact patients to address concerns/needs, rescheduling appointments, prescription refills, and other requests
In Allscripts EHR document steps and actions taken to complete tasks
Fax machine
Check faxes throughout the day
Respond to faxes that are within your scope and for those that are not route them to the proper department/person
Copays and deductibles
Payment batches are to be opened, reconciled, and closed daily
All collected payments include a receipt to the patient and shall maintain practice copy
Cash and receipts are to be kept in a lockbox or bag in a safe and secured place
All daily reconciliation forms, money, and receipts should be submitted to the Supervisor to be signed
Deposit must be made daily. If cashier office is closed drop bag in safe. Pick up and sign in bag by 9:00 am the next business day
Supplies
Submit supply needs to Supervisor as needed
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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