Offsite Administrative Support-Access Center, Hicksville, Long Island, New York, Full Time, Days

The Offsite Patient Service Representative provides front line contact as a patient liaison within the access center, check-in/check-out, appointment scheduler, triage, prior authorizations and referrals and neighborhood administrative and physician support. The Patient Service Representative, possesses a commitment to excellence in the development of knowledge, skills, and quality patient-focused service.

• Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and greeting patients and visitors with the highest level of customer service

• Provides clerical and administrative support to physicians and is a liaison between departments.

• Helps direct patients to appropriate setting and facilitates patient flow.

• May schedule appointments for a multi-specialty group, and have a working knowledge of providers, understanding systems, processes, and services rendered.

• Ensures patients are prepared for their appointment by informing the caller of items to bring to their appointment and of the appropriate practice policies.

• Possesses an understanding of when to escalate calls to a supervisor.

• Answers the telephone promptly and in a polite and professional manner to meet Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence.

• May check patients in or out, collect co-pays, scan insurance cards and ensure other required documents are reviewed and signed.

• May schedule radiology testing/procedures in EIDX, EPIC and RIS according to department guidelines.

• May schedule and confirm testing, surgeries and procedures according to department guidelines. 

• Ensures all documents are appropriately documented and maintained in the electronic medical record; scanning op reports, test results, home care and any other forms.

• May schedule and maintain calendar for meetings and/or appointments.

• May instruct patients and assist them in navigating MyChart.

• May acquire insurance pre-authorization/referrals from managed care plans for all required services, admissions, procedures, diagnostic tests and medications.

• Notifies Administrator, Director of Revenue Cycle, Practice Manager or Supervisor of any particular insurance issues or updates.

• May provide coverage for other staff as assigned during PTO or leaves of absence.

• May enter telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.

• May enter auto faxes received from Pharmacies for medication requests via telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.

• May open, sort and prioritize mail.  Coordinates pickup and delivery of packages, orders and other materials as required.

• Demonstrates the ability to meet quality assurance requirements and other qualitative / quantitative key performance metrics.

• Performs other duties as assigned.

• Education Requirements                                                                                                            

• HS/GED required; some college preferred

• Experience Requirements                                                                      

• 0-2 years’ experience in a physician practice or hospital setting providing administrative support functions, with comfort level in patient interaction and having an understanding of maintaining patient confidentiality.

• Computer Skills                                                                                                                             

• MS Office Suite: Intermediate

• Other: Epic and IDX or other EHR

• General Skills and Competencies                                                                                                        

• Able to work independently

• Must have excellent customer service skills

• Able to work well with patients, visitors, physicians and colleagues

• Must have excellent verbal communication & listening skills

• Knowledge of managed care plan requirements

• Ability to organize and prioritize and work with a team

• High level of accountability and responsibility

• Able to maintain confidentiality and deal with sensitive information