POSITION: Patient Service Representative
DEPARTMENT: Primary Care/Specialty
REPORTS TO: Practice Manager
REVIEWED BY: Practice Manager, Director of Department
Operations and Human Resources
REVIEW CATEGORY: Non-Clinical Patient Care
REVISION DATE: 03/01/2020
POSITION SUMMARY: Represents the clinic by answering
and making all necessary calls, computer scheduling of
appointments, greeting, instructing and directing patients and
visitors. Acts as liaison between patient and medical support
staff. Prepares charge slips and/or medical records for patient
visits as required.
POSITIONS SUPERVISED: None.
ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:
and welcomes patients/guests in person and/or on the phone in a
professional, respectful, confidential manner.
computer system accurately/efficiently for patient registration,
appointment scheduling, charge posting.
all functions of phone system in directing calls to appropriate
staff or service areas, ensuring minimal transfers.
is thorough, objective, concise, and follows appropriate legal
effectively with patients, staff, physicians, and other service
areas, with professionalism and appropriate follow through,
utilizing telephone, computer, and fax.
and discreetly schedules, reschedules, cancels, and/or confirms
patient appointments with provider per department
SBC Service Reimbursement Policies and utilizes up-to-date coding
and consistently performs cashier functions, including collection
of patient-owed dollars and balancing
department conditions and activities taking appropriate action to
deliver a positive patient experience.
computer systems knowledge and proficiency as necessary to perform
the attitudes and behaviors of The South Bend Clinic Service
other duties as assigned when appropriate.
to HIPAA guidelines set forth in Clinic policies and
Additional Responsibilities (Other departments as
pulls, and retrieves charts in a timely manner for surgery
for completeness and accuracy of patient record. Files all patient
records once complete while maintaining chart order.
new patient charts.
with Business Office patient information required for
trains with surgery scheduling.
good working relationships with all contacts.
school diploma or equivalent is required. CPR certification is
Knowledge, Skills, and Abilities:
be a team player, professional, comfortable with computers and be
customer service oriented. Excellent phone, people and
organizational skills. Ability to pay attention to detail and
efficiently multi-task in a highly productive clinical
ADA JOB REQUIREMENTS:
Work - Exerting up to 20lbs of force occasionally, and/or up to
10lbs of force frequently, and/or a negligible amount of force
constantly to move objects. If the use of arm and/or leg controls
requires exertion of forces greater than that for sedentary work
and the worker sits most of the time, the job is rated light
visual acuity to perform an activity such as preparing and
analyzing data and figures, viewing a computer terminal, extensive
The worker is not substantially exposed to adverse environmental