Patient Service Representative (per diem)
UCSF Benioff Childrens Physicians, United States

Description

UCSF Benioff Children’s Physicians (UBCP) is a multispecialty physician foundation, and an associated clinically integrated network. Our primary goal is to foster physician collaboration to deliver the most advanced maternal and pediatric care throughout Northern California and beyond. We have Pediatric, Maternal-Fetal Medicine and After Hours Clinics located throughout the San Francisco Bay area.

Under direct supervision of the Pediatric After Hours Urgent Care Clinic amp; Advice Service Supervisor, this per diem position provides clinical support for patients and physicians in the practice by performing a variety of receptionist and front desk patient-related duties, including but not limited to, answering phones, scheduling appointments, paging doctors when necessary, setting up the daily/weekend on-call schedules, checking in patients, receiving co-pays and faxing.

This position is ideal for a professional who wants to work nights and weekends.

We are open 7 days a week, including all holidays.

SF Hours of operation:

Monday-Friday: 4:45pm-9 or 4:45pm-11pm

Weekends amp; Holidays: 6:45am-11pm

*Weekends amp; holidays have three different shifts available in both of our clinics. Scheduling is done one month in advance.

POSITION SUMMARY:

Under direct supervision of the Care Center Supervisor this position provides administrative support for patients and physicians in the practice. The Patient Service Representative (PSR) is the initial point of contact for external physicians and the public at large. The incumbent must possess exceptional public relation/customer service skills and be able to communicate with patients and physicians in an effective manner. Primary responsibilities are to identify the needs of the caller and execute a plan to meet the needs for registration, scheduling, billing/claims inequities, My Chart support, and general questions. In addition, the PSR must also be able to assist in resolving issues and improving quality of care, ensure necessary authorizations are obtained prior to patient visits, check-in and check-out patients, post payments in real time, update patient demographics, and to troubleshoot any billing problems that may arise.

JOB DUTIES AND RESPONSIBILITIES:

• Service Standards: Demonstrated ability to remain professional, even when working through difficult situations, support the vision of the Care Center and the core values of UCSF Benioff Children’s Physicians.
• Essential Functions:
  • Productivity/Efficiency
    • Answers phones professionally and warmly to assist all callers with their healthcare objectives.
    • Receives patients at the care center. Tasks include: providing information about clinical services, insurance and payment policies; patient’s registration; processing new patient paperwork; collecting copays; and following up with patients for payment /insurance information when necessary.
    • Attends to physician and practitioner needs to support patient care and practice development.
    • Schedules and confirms appointments. Monitors schedule frequently for capacity.
    • Attends to billing corrections in a timely fashion. Asks for assistance as needed to expedite patient concerns as quickly as possible.
    • Distributes incoming paper lab results and scans records into patient chart on a daily basis, as directed by the Supervisor.
    • Helps maintain office supplies, equipment and general office systems.
  • Technical Skills
    • Effectively utilizes Electronic Health Record (E.H.R.), Microsoft outlook and MS Office Suite.
    • Takes a proactive view of daily and weekly clinician schedules, fills openings via the waiting lists and through requesting patient names from clinicians. Works diligently to keep clinicians’ schedules full.
    • Keeps patient demographics and insurance information accurate and up-to-date in in the EHR.
  • Communication
    • Provides friendly, knowledgeable and responsive internal and external customer service. Sets appropriate expectations for patient and staff like.
    • Reminds patients of their appointments 72 hours in advance and on a daily basis or as needed, defined by the department workflow.
    • Checks voicemail throughout the day and returns patient calls the same day and no later than 24-hours.
    • Utilizes EHR to communicate about appointment details. Keeps other administrative team members well-informed of any patient(s) or physicians(s) needs, schedule changes, etc.
    • Keeps Supervisor informed of customer compliments, complaints, or problems / critical issues with clinical services in a timely manner.
  • Quality
    • Maintains current knowledge of all physicians and services of the practice.
    • Consistently extends a professional, warm environment by using a pleasant tone of voice and maintaining

Job Rewards and Benefits