Patient Service Rep PACT - Ops Float Pool

The Patient Service Representative

• PACT (Float Pool) is responsible for positive patient relations, proper telephone communication, appointment scheduling, patient registration, payment and co-payment collection, and overall providing outstanding customer service to patients through the intake of calls and ability to navigate services throughout multiple medical practices within Cedars Sinai Medical Network. This position also performs routine duties associated with the collection and maintenance of current patient demographics and insurance information. The PSR in the float pool is expected to be flexible, adaptable, and proficient in various administrative tasks to ensure a positive patient experience.

Duties and Responsibilities

Provides outstanding customer service through the successful intake, prioritizing, and resolution of calls and patient needs for a multi-specialty team. Greets patients and assist with resolving patient issues or bringing up patients issues. Check-in and out patients and collect co-payments/give receipts/reconcile payments; verifies that patient demographic and insurance information is correct in CS-Link.

Schedules appointments, complete patient registration, collect patient payments and provide a high level of patient service. Assists with the management of physician schedules and seek opportunities for improvement. Handle patient/provider correspondence as instructed. Process and track referrals and authorizations for various insurance types.

Manages patient care flow and assist with monitoring CS-Link message pools and standard work. Monitors and assess their own workflow to identify opportunities for improvement. Explains policies, procedures, or services to patients using administrative knowledge Participates in daily huddles and staff meetings. Carries out lobby PSR role in all outpatient MDN departments.

This requires learning and understanding of various Epic functionalities, knowledge and skill set specific to the covering clinic. Adapts to the workflows and procedures of different practices. Travels between different office locations as needed, sometimes on short notice. Assists with special projects or additional tasks as required by the practice manager or healthcare providers.

Promotes and practice infection prevention standards and all department policies and procedures.

Education

High school diploma/GED preferred. Experience: Two (2) years of experience working as a Patient Service Representative in an outpatient medical office setting preferred.