Job description
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.
BASIC FUNCTION:
Under the supervision of the Practice Office Manager/Supervisor, the Patient Service Representative ensures that patients are informed, updated, and assisted, when necessary.
This includes determining individual needs by interviewing patients, listening to their concerns, and making sure those needs are met by liaising with patients, family members, and medical staff.
SUPERVISORY ACCOUNTABILITY:
Involves no responsibility or authority for the direction of others.
NATURE AND SCOPE:
External contacts include a variety of third party payers, medical organizations, patients and other healthcare personnel.
PRINCIPAL ACCOUNTABILITIES:
- Greets and directs patients for appointments, referrals and general information utilizing excellent and effective customer service skills.
- Ensures adherence to Howard University/Hospital policies, procedures and standard systems.
- Answers telephones, screens calls as directed, takes messages and schedules appointments utilizing the electronic scheduling system. Also, confirms appointments and provides patient instructions verbally or in writing in preparation for appointments. Ensures that patients are handled consistently and scheduled for appointments in a manner that recognizes the urgency of their needs and complaints.
- Implements effective front office business processes that will result in improved financial performance and will preserve or improve current customer service levels. These processes include but are not limited to point of service patient registration into the electronic medical record system, insurance verification and pre-authorizations prior to patient visits.
- Obtains patients’ addresses, contact details, insurance information. Updates and verifies this information at every visit.
- Assists patients in filling out medical history forms, consent forms, and payment contract forms when necessary.
- Processes cash and credit card payments. Reviews patient accounts, identifies delinquent accounts and collects overdue payments. Works with patients and the billing department on unpaid balances from previous visits prior to scheduling.
- Answers, investigates, and/or directs patient inquiries or complaints to the appropriate medical staff member. Follows up with patients to ensure their inquiry or complaint has been satisfactorily resolved.
- Performs administrative and clerical duties, such as filing paperwork when necessary, and other duties as assigned.
CORE COMPETENCIES:
- Knowledge of the activities of the department/division in order to perform necessary clerical functions and requirements of the organization including knowledge of third party payers.
- Knowledge of medical terminology and basic billing.
- Ability to effectively present information in one-on-one and small group situations.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in situations with limited standardization.
- Ability to operate a computer, photocopier, and other standard office equipment.
- Ability to sort and file materials correctly by alphabetic or numeric systems.
- Ability to establish and maintain effective working relationships with patients, employees, and the public.
- Ability to communicate English orally and in writing with people from various educational levels and backgrounds, as well as ability to speak clearly and concisely.
- Ability to plan, organize, coordinate, and prioritize work in situations where demands of a diverse nature are involved.
MINIMUM REQUIREMENTS:
High School diploma or GED and 1-3 years of general work experience. AA/AS may be substituted for 2 years of required work experience. BA/BS may be substituted for up to 4 years work experience.
High School diploma or GED and 1-3 years of general work experience. AA/AS may be substituted for 2 years of required work experience. BA/BS may be substituted for up to 4 years work experience.
Note: This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The university has the right to revise this position description at any time. This position description is not to be construed
COVID - 19 Vaccination Information:
All newly hired faculty, staff and student employees are required to vaccinate and to have proof of vaccination(s) upon their first day of employment. Please familiarize yourself with the University’s
COVID-19 vaccination requirements and verification
policy.
Exemption and Waiver Information:
Medical and religious exemptions from vaccinations will be granted in accordance with federal and local law. Employees must request an exemption by completing the
More information on Howard University’s COVID-19 response and protocol can be found
Medical and religious exemptions from vaccinations will be granted in accordance with federal and local law. Employees must request an exemption by completing the
COVID-19 vaccination exemption request form
.
More information on Howard University’s COVID-19 response and protocol can be found
here
.
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