PSR FRONT DESK

Responsible for patient check-in and check-out functions utilizing EPIC. Assists patients and guests at the Morsani Center as they present for scheduled appointments. Assists physicians and nurses on each floor by processing appropriate paperwork for scheduled appointments. Provider great customer service to all of our patients.

Must be fluent and able to conduct business in English which includes reading, writing and speaking

Education: High School diploma.

Experience: One-year general office/customer relations work, preferably in a medical center or large group practice. Prefer some data entry, computer terminal operation, or cashiering experience. Prefer familiarity with health plans and coverage. Working knowledge of common third party payor protocols especially managed care. Any equivalent combination of education and experience.

Skills: Ability to deal with money (currency, checks, and credit cards) in an accurate manner. Excellent interpersonal skills for interaction with patients, physicians, and other clinic staff. Ability to complete efficient and accurate data entry at a computer terminal. Ability to operate standard office equipment: copier, printer, bar coder, computer terminal, fax machine. Ability to understand basic ICD-10 and CPT coding principles.

• Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and experience may be considered

CUSTOMER SERVICE PERFORMANCE EXPECTATIONS: Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with.

Greet patients when they come up to the front desk and confirms that the current demographic and insurance information in EPIC is correct. Any changes to demographic information and/or insurance coverage are made, scan all forms in the Epic system in addition to entering Meaningful Use information not collected at the time the appointment is made. The patient is then arrived in EPIC. Collects co-insurance or payments toward deductible; co-payments; and/or payment for any previous outstanding self-pay balances in Epic with a receipt. For new patients, distributes medical questionnaires, if required by the clinical department, for completion by the patient. Assists with maintaining order of waiting area. Assists patients by interacting with nursing staff concerning wait times and delays in scheduled appointments. Give great customer service to all our patient and internal staff.

May schedules follow-up appointment(s) for patients in accordance with established USFHC Service Standards and physician policies and procedures using EPIC.

Enters “paid for today” and “received on account” batches into cash drawer reconciliation program to balance the day’s receipts. Balances and closes cash drawers each day before end of shift.

Advises patients regarding their financial and/or managed care responsibilities and explains co-payment collection or the third party billing process, based on the patient’s financial status classification (FSC). Advises established patients on their account status/managed care requirements and obtains assistance for them from the appropriate financial specialist as necessary.

Other related duties as required.