Patient Services Rep II-Behavior and development

Nemours is seeking a PSR II for our Behavior and Development team in Wilmington, DE.

Primary Functions :

Greets families according to Nemours Standards of Behavior and AIDET.

Check in/out patients for scheduled appointments, collects accurate demographic/verify insurance information, accurately document the system, schedules the appointment, Make outbound scheduling/appointment confirmation calls, review copay and account balances, collect funds as needed, complete administrative work as assigned.

Essential Functions:

Greets families according to Nemours Standards of Behavior and AIDET

Accurately load/update patient demographics adhering to system warnings

Accurately schedules patients and creates/completes referral shells according to Scheduling Reliable Method

Submit electronic referral requests at time of scheduling

Obtain/understand insurance information provided by callers and accurately load insurance into EPIC

Understand how to read electronic response history to enter/update insurance changes in EPIC, i.e.

co pays, capitation agreements, PPO plan vs.

HMO plan, coverage effective dates etc.

Informs patients about current initiatives, i.e.

online scheduling, evening clinics

Reviews essential patient appointment information, i.e.

location of appt, NPO, bring all meds to appt., prep information

Process requests for prescription refills

Documents DAR notes were applicable

Confirms referral requirements with caller

Participate in daily huddles.

Manages the CCR template exceptions work which includes cancelling, rescheduling and blocking provider templates as requested via the CCR ticket process.

Manages the internal and external referral work queues.

Manages the PCP ticket requests to verify and update PCP information for EPIC.

Processes and completed incoming eReferral external physicians requests for appointment scheduling.

Processes incoming staff messages by supporting the MyNemours website and the Access Center team.

Works according to the Standard Reliable Method

Offers process improvements opportunities via the daily huddle

Completes mandatory in-service training yearly which includes but not limited to safety, infection control, HIPAA, corporate compliance, and bioterrorism

Assist with making discharge follow up calls
Job requirements:



*High School diploma or equivalent

6 months to 1 year of minimum medical experience



*Computer/typing skills required



*Clerical experience in a physician's office preferred; EPIC experience preferred