Patient Service Associate

Summary POSITION SUMMARY Responsible for accurately completing the check-in process for all patients, including collection of co-payments and small balances, in addition to verifying all patient demographic information. RESPONSIBILITIES AND ACCOUNTABILITIES Customer Care: Greets patients upon arrival in a prompt, polite and helpful manner Directs patients within clinic and notifies clinical staff as needed. Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind. Performs medical reception duties as needed including receiving patient visitors and responding to medication/ document pick-up per procedure. Assists with transporting patients to main waiting area as indicated. Assists with patient intake paperwork when necessary. Scans, copies, and performs other miscellaneous office duties as needed. Maintains lobby cleanliness throughout the day, as well prepares lobby based on provider pod location for next business day. Depending on location, attends to wheelchair cleanliness and availability as needed. Performs other tasks as assigned by management Check In: Accurately and efficiently checks patients in by collecting patient and insurance information required to update information in EMR including photocopying or scanning insurance cards or capturing patient photo ID. Verifies correct patient identification using two patient identifiers, as well as demographic, pharmacy, email, and PCP/referring physician information. Activates or declines patient portal sign-up per company process. Address EMR patient alerts related to patient intake. Processes patient paperwork and obtains Release of Information Forms where indicated. Updates patient upon arrival when physicians are running behind schedule and helps facilitate rescheduling of appointments if necessary. Collects on past due balances or refers patients to Financial Counselor in accordance with company policy. Prints patient schedules, and may prepare patient record for next business day. Updates the patient status in the EMR system. Insurance: Uses insurance list to confirm Orthopedic One participation with patient insurance Confirms insurance eligibility check completed at time of check in. Monitors billing alerts and contacts Patient Accounts to address accordingly Co-Pays: Collects co-payments according to insurance plan information and type of service. Collates all copays and completes associated documentation Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement. Maintains cash box and alerts supervisor to any discrepancy or need for change Initiative: Seeks out assignments, added duties, or opportunities to learn when assigned work is complete, as patient census or workload permits, or to otherwise fill down time productively. Proposes new ideas, makes suggestions, and seeks opportunities to improve processes or workflow through appropriate channels. Attempts to problem solve when assigned work is disrupted, equipment is down, etc. before involving supervisor. TEAMWORK Teamwork: Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision. Works cooperatively and refrains from participating in negative conversations. Shares knowledge and insights with co-workers in a constructive manner. Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers. Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc. POLICIES AND PROCEDURES Policies and Procedures Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents. Provides assistance and support to leadership in implementing policies and procedures as necessary. Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs. QUALIFICATIONS Education, Experience, Certification and Licensure Requirements: High School Diploma or equivalent required. Customer service experience required. Prior clerical experience in a medical office setting desired.

Created: 2025-10-16