«CENTER FOR EYE CARE STAFF JOB DESCRIPTIONS 12/2013 PATIENT SERVICES REPRESENTATIVE BASIC FUNCTION AND RESPONSIBILITY: • To greet and assist all ...»
CENTER FOR EYE CARE
STAFF JOB DESCRIPTIONS
PATIENT SERVICES REPRESENTATIVE
BASIC FUNCTION AND RESPONSIBILITY:
• To greet and assist all patients initially as they enter the clinic.
• Check in patients, copy ID’s and insurance cards, provide patient lists for the doctors and assign students.
• Direct patient flow through the rest of the clinic
• Checkout all clinic patients out and close out the exam procedures.
• Ensure all information is accurate for posting. (Ex. Check that the chart is completely filled in)
• Post super bills for all patients handled
• Reconcile all monies with the super bills
• Review super bills for accuracy
• Help guide students and patients to dispensary and prepare them to be seen.
• Collect all patient information as they enter the clinic
• Confirm accuracy and update patient demographics in the computer
• Copy all supporting documents needed for insurance billing and verification of student/alumni status
• Provide patient lists to the doctors
• Assign students’ exams and accurately record information
• Collect co-pay money when applicable
• Print and prepare dispensary super bills for patient pick- ups and dispenses
• Ensure that all HIPAA rules and regulations are in compliance and followed in the front patient waiting area.
• Calculating patient charges and collecting the fees.
• Answering phone calls and directing the phone traffic.
• Verify patient insurance and calculate patient responsibility.
• Check out all patients by verifying information and collecting appropriate co-pays.
• Check patient Electronic Medical Record for accuracy and completion.
• Verify the correct patient insurance is in the computer system.
• Check all super bills for accuracy and ensure that all diagnosis codes are entered and accurate according to the doctor’s findings.
• Post all super bills that you individually have handled.
• Prepare each super bill for billing by ensuring that all authorizations have been obtained accurately and entered into the system.
• Prepare each super bill for billing by ensuring that all insurance information is updated in the computer and that all patient records have account responsible fields updated.
• Reconcile all the money for your area and make sure that all accounts match the super bills.
• May be required to perform other duties as assigned
Immediate supervision comes from the Patient Services Coordinator and then the Clinic Manager and Director of Clinical Operations.
High School Diploma, with 3-5 years patient/customer service experience, college education is preferred.
Experience with Microsoft Office applications such as Word, Outlook and Excel is highly desired. Experience in a health /patient care environment highly desired. Experience working with insurances and insurance companies desired. Familiarity with medical terminology, particularly Optometry and Ophthalmology desired
PATIENT SERVICE COORDINATORBASIC FUNCTION AND RESPONSIBILITY:
• To perform complex clerical work and supervise an external facility or small group of Patient Service Representatives for the College of Optometry Center for Eye Care. The position has a high volume of public contact where, due to volume and type of services being provided, there exists the potential for highly stressful and challenging encounters.
• Subscribe to and ensure the Patient Service Representatives understand College of Optometry Vision, Values and Expectations.
• Assign work/give directions to Patient Service Representatives in order to complete work assignments in a timely and accurate manner.
• Make decisions regarding urgent scheduling, patient or staff issues in the absence of Center Manager and Director of Clinical Operations.
• Assist Center Manager in coordinating Patient Service Representatives' scheduling to meet clinic demands.
• Assist Center Manager in evaluating staff's job performance and participate in annual performance evaluations of clinic support staff.
• Counsel staff concerning work related performance problems in order to ensure that staff understand their responsibilities and to change the staff member's behavior to meet established performance standards.
• Orient and train new staff to perform standard work procedures and carry out assigned responsibilities.
• Maintain staff training manuals.
• Act as liaison between management, health care providers and support staff to ensure communication between these groups.
• Instruct and advise support staff on changes in policies, procedures or working standards.
• Assure accurate information is entered into the Compulink computer systems in order to maintain a current record of patient charges, information and schedules.
• Monitor clinic clerical operations and objectives to ensure the most effective services are being provided and recommend changes which may improve quality of service to supervisor/administration.
• Provide training to clinic staff as needed.
• Perform duties of a Patient Service Representative.
• May be required to perform other duties as assigned.
General supervision is received from the Center Manager and Director of Clinical Operations.
Functional supervision is exercised over clinic support staff.
High School diploma or equivalency is required. College work is preferred.
Four years clerical experience including experience in a health/patient care environment or a position with related clerical and guest relations duties and skills is necessary. Supervisory experience and experience in a professional office preferred.
Ability to establish and maintain effective relationships with patients, visitors, physicians, staff and other persons contacted in the course of work is necessary.
Demonstrated computer skills are required and familiarity with particularly optometry terminology desired.
Ability to keep pace with a high volume of patients while performing multiple, sometimes complex tasks is necessary.
OPTOMETRIC TECHNICIANBASIC FUNCTION AND RESPONSIBILITY:
• Provide a broad range of optical and clerical service support for the College of Optometry. Assist the Optician and the Front Desk Coordinator with routine dispensary and front desk functions and special projects. May be required to perform other duties as outlined in the Standard Operating Procedures for The Center for Eye care.
• Assist patients with frame selection, fitting, lens selection and measuring.
• Complete lab orders, insurance verification and authorizations and some insurance billing.
• Compute and collect patient order balances.
• Verify prescription glasses and notify patients when eyewear is ready for pick up.
• Enter eyeglass and contact lens orders in practice management software.
• Dispense, adjust and repair eyewear.
• Assist the Optician with the fabrication of lenses using the edger.
• Review lab invoices and patient financial records for accuracy and forward them to the Center Manager.
• Teach dispensing techniques and services to interns assigned to dispensary.
• Order and verify contact lens orders.
• Assist with front desk functions including: patient scheduling, registration, insurance verifications, filing, and collection of fees.
• Enter patient demographic information, and daily reconciliation of financial transactions. Prepare daily deposits and maintain files with supporting documentation at the remote sites.
• May be required to perform other duties as assigned
Works directly with and reports to the Center Manager.
A high school diploma or equivalent, minimum two years of customer service experience and a minimum of two years experience in optical dispensing and working with Vision Care insurance.
College coursework is preferred.
Experience working with online insurance vendors highly desired.
BASIC FUNCTION AND RESPONSIBILITY:
To manage and maintain the dispensaries at the University Eye Centers (University Eye Center, Harvester Eye Center, Optometric Center and East St. Louis Eye Center) while encouraging the general growth of the clinic.
Provide expert service to customers regarding their optical needs.
Measure, fit, adapt, adjust and repair eyewear. Related duties include:
• Evaluate customer’s facial structure to determine proper frame and fit;
• Discuss customer’s needs, occupation and hobbies to determine best lenses to suit lifestyle
• Repair frames by replacing hinges, nosepads or temples.
Manufacture lenses in on-site finishing lab (when possible) to measurements taken.
Prepare and deliver work orders to the laboratory for lens grinding and eyewear fabrication, as needed. Verify quality and measurements of materials returned from the lab.
Maintain knowledge and awareness of current trends in eyewear and ophthalmic lens technology.
Maintain a neat and orderly appearance to the dispensary at all times.
Participate in student education.
Order, verify and receive credits for ophthalmic lenses, eyewear and contact lenses.
Contact patients regarding their materials (i.e., spectacles, contact lenses) which have arrived.
Work with patients to provide patient education and how to use their new eyewear.
Supervise optometric technicians.
Place all orders for lab materials and/or other maintenance items, or supervise other personnel in this.
Maintain inventory of eyewear, accessories and supplies, along with the rationale for the ordering and selling of selected eyewear products.
Work with representatives of frame manufacturers to determine appropriate frames to purchase for population served. Negotiate responsible and favorable prices for lab and frame products and services. Reconcile statements from suppliers for purchases made.
Establish pricing at the retail level for all eyewear products and accessories.
Assist patients in the selection of eyewear appropriate to their ability to pay.
Counsel patients with third party insurance as to the specifics of their coverage, including (but not limited to) patient’s responsibility, time for filing, etc.
Follow university guidelines for cash handling and issuance of receipts. Prepare the patient’s bill and input charges into the computer system; balance receipts at the end of each day.
Maintain patient information on database.
Provide data for analyses of profit-loss margin of optical services.
Assist in the establishment and/or revision of guidelines, policies and warranties regarding the dispensary.
Inventory frames and accessories 3-4 times a year at all sites.
Work with patients when they are not satisfied with their purchase.
May be required to perform other duties as assigned.
General supervision is received from the Center Manager.
Functional supervision may be exercised over work study students and optometric technicians.
High School diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
Three to four years of progressive responsible optical dispensing and lens finishing experience is required.
Certification through the American Optometric Association (AOA) Paraoptometric certification program (at least CPO level), or equivalent, is required or successful attainment of such certification within two years of hire.
Supervisory experience is required.
Superior organizational skills are required.
Ability to work independently and to prioritize and manage multiple tasks and produce results.
BASIC FUNCTION AND RESPONSIBILITY
• To manage the operational, financial and personnel activities of the School of Optometry Center for Eye Care.
• Interview, select, train, evaluate and counsel all staff of the Center for Eye Care.
• Instruct and advise staff on changes in policies, procedures or working standards.
• Develop and update SOPs and staff manual as needed.
• Assure proper staffing at all Center locations.
• Develop, implement and monitor staff workload standards and productivity reports.
• Maintain Center patient records and financial database.
• Implement and assist in the development of Center policies and procedures that are consistent with university's
• Assure that all faculty credentials are maintained on file.
• Represent staff and participate in appropriate Center committee activities.