PATIENT SERVICE REP - INTERNAL MED

Legal Entity

Aultman North Canton Medical Group

Position Summary

Patient Service Representatives (PSR) at Aultman Medical Group are often the first contact patients have with the office. This position is responsible for creating a positive and welcoming environment for all patients and visitors. The duties include but are not limited to greeting and introducing themselves to the patient, checking in/checking out and answering incoming phone calls. The PSR will also take and send messages to the appropriate receiver.

Department Summary

Aultman North Canton Medical Group Internal Medicine is an Internal Medicine practice with at least sixteen providers and multiple supporting colleagues located in North Canton, Ohio.

Qualifications

• High School Diploma or equivalent
• Knowledge of medical terminology and insurances desirable
• Computer/EMR literacy required
• Customer Service experience preferred

Department Qualifications

Skills

• Comfortable speaking to patients, visitors, providers and coworkers
• Detail oriented
• Awareness of surroundings
• Communicate effectively verbally and in writing
• Adaptability to changing work environment or needs

Department Skills

Responsibilities & Expectations

• Prepares for patients’ arrival.
• Check-in/Check-out Patients
• Review insurance for referral and/or copayment requirements.
• Demonstrates understanding of customer service.
• Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer.
• Communicates in professional and friendly manner.
• Acknowledges visitors and accurately responds to routine requests for information.
• Checks patients in by completing the following tasks:
• verification of patient demographics
• confirmation of and updating insurance information
• initiation of required changes as necessary
• notifying clinical personnel of patient’s arrival
• request eligibility from insurance verification system
• communicate with the Providers and nurses with special request from the Patient
• collects copayments (cash, check and credit card)
• Schedules appointments
• Consults with providers
• Refers to Office Lead or Practice Manager under the following circumstances:
• Patient requires counseling regarding financial difficulties.
• Patient requests/requires payment plan for account.
• Notifies nursing staff of apparent seriously ill patient.
• Sorts and delivers department mail
• Other duties as assigned specific to department needs
• Maintains work area and lobby in neat and orderly manner.
• Attends meetings as required.
• Performs related work as required per department
• Adapts to role changes in a positive manner.
• Demonstrates ability to effectively function in other departments as needed.
• Answers telephones, takes messages and/or routes calls appropriately.
• Check samples for the Drug Representatives and schedule Rep. lunches.
• Call patients and set up annual Physicals with providers.
• Create physician schedules.
• Schedule and register Stat Lab patients.

Department Responsibilities & Expectations

Working Conditions

• Work eight to ten hours a day.
• Lunch periods and breaks are coordinated with other staff members to maintain adequate floor coverage
• Cross training in all areas in the department is required.
• Staff may be assigned to different locations within AMG
• Requires full range of body motion including handling and lifting patients, manual and finger dexterity and eye-hand coordination. Requires sitting, standing, and walking for extensive periods of time. Requires occasional lifting and carrying of items weighing up to 100 pounds. Requires corrected vision and hearing to normal range. Requires working under stressful conditions. Requires exposure to communicable diseases or bodily fluids.

Hazardous Exposure Category

Category I - Includes tasks that involve exposure to blood, body fluids, or tissues. All procedures or other job-related tasks that involve an inherent potential for spills or splashes of, or mucous membrane or skin contact with blood, body fluids or tissues are Category I tasks. Use of appropriate protective measures is required for every employee engaged in Category I tasks.

Physical Addendum

Demands

Frequency

Remarks

Lifting 0-10 lbs

Continuous 66% of the day

Lifting 10-20 lbs

Occasional 10-33%

Lifting 20-35 lbs

Occasional 10-33%

Lifting 35-50 lbs

Occasional 10-33%

Lifting 50-75 lbs

Occasional 10-33%

Lifting 75-100 lbs

Occasional 10-33%

Lifting over 100 lbs

Occasional 10-33%

Forward Reaching

Continuous 66% of the day

Overhead Reaching

Frequent 34-65%

Standing

Continuous 66% of the day

Walking

Continuous 66% of the day

Sitting

Occasional 10-33%

Climbing

Occasional 10-33%

Stairs/Ladder

Occasional 10-33%

Bending/Stooping

Frequent 34-65%

Twisting/Turning

Kneeling/Squatting

Crawling

Pushing/Pulling 0-10 lbs

Frequent 34-65%

Pushing/Pulling 10-20 lbs

Occasional 10-33%

Pushing/Pulling 20-35 lbs

Occasional 10-33%

Pushing/Pulling 35-50 lbs

Occasional 10-33%

Pushing/Pulling 50-100 lbs

Occasional 10-33%

Pushing/Pulling over 100 lbs

Occasional 10-33%

Carrying 0-10 lbs

Carrying 10-20 lbs

Carrying 20-35 lbs

Carrying 35-50 lbs

Carrying 50-100 lbs

Carrying over 100 lbs

Grasping/repetitive sustained

Continuous 66% of the day

Fine motor coordination

Continuous 66% of the day

Vision: Near/Far/Color

Continuous 66% of the day

Hearing: ordinary conversation/other

Continuous 66% of the day

PATIENT SERVICE REP