• S/he is responsible for greeting & checking in patients, answering phones, documenting accurate patient information, and ensuring overall patient flow
• The PSR will schedule walk-in appointments, ensure accurate patient insurance information, explain billing procedures, collect co-payments, deductibles and co-insurance, prepare/file patient forms, and process medical records
• With a friendly disposition and tone, greets and checks in patients when they arrive at the office and/or guides patients through self-service kiosks
• Maintains a high-level of customer service with patients and their family members, staff, and providers
• Answers heavy volume of calls internally and incoming calls from referring providers; resolves call queries promptly
• Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration
• At time of service, ensures all insurance, personal and health information is verified
• Scans insurance card and ID into patient’s file
• Responsible for out-bound calling regarding missed appointments, to follow-up with tasked messages, outreach, Medicare wellness visit scheduling, TransactRx authorizations and Arch-to-Arch, Graybill and SCMG referrals
• Ensures smooth patient flow by monitoring daily scheduling, scanning lobby for waiting patients, and following-up with Back Office staff as needed
• Straightens lobby area to ensure a positive and professional environment for patients
• Collects patient insurance co-payments, co-insurance, deductibles, and prior balances as well as explains payment policy/billing procedures and patient financial responsibility
• Prepares and files patient forms while protecting patient personal health information according to HIPAA requirements
• Balances daily monies and receipts, ensures accuracy of batch summaries, and creates deposits
• Makes recommendations to improve processes and procedures with a focus on improving patient flow, patient satisfaction, and quality
• Monitors, manages, and routes patient portal messages
• Serves as department receptionist for outside vendors and contractors
• Performs other duties as assigned
• Follows Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards

Carries out the mission, vision, and quality commitment of Palomar Health Medical Group

• Ability to speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position
• Minimum Education: High School or equivalent
• Minimum Experience: 1 year experience in a customer service position
• Required License: Not Applicable

Required Certification: Not Applicable

• Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail)

Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop-down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the first two weeks of employment to perform the essential functions of the job