Patient Service Representative

The Patient Service Representative (PSR) provides premium customer service experience to assist patients with their outpatient clinic visits. This position requires direct face to face interactions with patients, visitors, therapists, and other clinical support staff.

Hours: Monday-Friday 8am-5pm

Location: 10475 Centurion Pkwy N #104, Jacksonville, FL 32256

Compensation: Experience and education may be considered along with internal equity when job offers are extended.

Job Responsibilities:

• Greets patients and visitors upon arrival
• Exhibits excellent customer service to patients, coworkers, physicians, insurance companies, as a representative of Brooks Rehabilitation.
• Schedules therapy appointments for patients, to include cancellations and/or rescheduling.
• Oversees the clinic waitlist, calls patients for appointment confirmations
• Verification of referrals and/or insurance information, works closely with the CIU for urgent verifications as needed
• Prepare registration packets for the initial visit
• Confirm all paperwork and verification information is uploaded properly to the system
• Confirm valid physician order present prior to scheduling return visits.
• Order supplies, maintains inventory control, and appropriately stocks clinic
• Perform light cleaning duties such as wiping walls, counters, tiding up the waiting room, etc.
• Provides general office support such as filing, copying, and faxing.
• Creates new medical record projects in the Image Now system upon admission by obtaining all necessary admission forms, insurance information and orders.
• Generates required daily, weekly, and monthly reports as indicated by management.
• Serves as the clinic liaison with the Business Office regarding billing issues with active accounts.
• Prepares and stores accurate end of day summaries and deposit information.
• Collects patient responsibility payments, provides receipts, prepares revenues for deposit, makes bank deposits according to Policy and closes out/balances day in cash drawer.
• Checks and responds to work related voicemail and email timely.
• Logs all referrals and tracking in the Referral Database
• Participates in performance improvement activities as needed.
• Exhibits values of the organization.

Qualifications:

• High school diploma or GED.
• One year customer service experience required, healthcare experience preferred.
• Medical terminology is a plus
• Basic understanding of insurance and authorizations.
• Excellent Verbal and written communication skills including proper telephone etiquette and in person interactions.
• Able to demonstrate the ability to work effectively in a fast-paced work environment.
• Ability to handle difficult situations, display empathy, and maintain a positive demeanor in all interactions