Patient Service Spec

Position Summary

• This position is to function as a member of the administration team and complete assigned daily front end tasks to ensure smooth day-to-day operations in the SMG physician practice. The Patient Service Specialist must maintain a professional, positive manner when talking with patients in-person, over the phone, or via email.

Key Responsibilities

• Answers calls and routes telephone calls appropriately; takes messages, follows through with each message, ensuring that the appropriate physician/staff member receives the information. Provides routine information to callers and gives only authorized medical advice from a provider.

• Provides a high level of customer service to all new and existing patients of the practice.

• Creates patient cases and documents telephone calls and messages to Athena or other EMR.

• Schedules patient appointments and appropriate testing for patients as requested.

• Registers patients in EMR and verifies information including demographics and obtains accurate health insurance information. Conduct eligibility checks to ensure insurance is reflected accurately.

• Collects required insurance co-pays from patients including any prior balances.

• Follows scheduling notes and direct schedules patient visits in other SMG practices as advised.

• Performs pre-visit planning daily for all upcoming scheduled appointments to include running insurance eligibility.

• Responsible to obtain prior authorizations and/or insurance referrals as per practice need.

• Performs outreach to select patient groups as directed for patient care and quality measurement/guidelines. Schedules specialty appointments/testing as required.

• Performs work in EMR buckets as directed and per practice need.

• Responsible to inform manager of administrative supply needs or assists with ordering.

• Follows up with providers on missing slips and creates claims in Athena.

• Responsible to work assigned revenue cycle buckets as directed.

• Must be able to work independently with little supervision.

• Adheres to SMG policies.

• Always uses discretion to ensure patient confidentiality.

• Performs other duties as requested.

Skills

• Strong customer service excellence expected.

• Excellent communication and interpersonal skills required

• Experience with EMR strongly preferred. (Athena a plus)

• Experience with Microsoft Office, Word, Excel, and Outlook preferred.

Education & Experience

• High School Diploma or equivalent required.

• One to three years as a medical secretary preferred