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Patient Services Rep - Head & Neck

NH-United States-Somersworth Apply View Saved Jobs Job ID 3153670 Date posted 04/22/2021
Patient Services Rep - Head & Neck-(3153670)


At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth.

1. Performs check-in duties in the practice.
o Receives and welcomes all patients into the practice in a manner that is consistent with WHP service expectations and the Language of Caring program as outlined in support of patient satisfaction. Appropriately refers patient to the proper party within the office. Verifies patient using two patient identifiers.
o Verifies all patient demographic and insurance-related insurance at each visit and ensures that all data is entered in the system in an accurate and timely manner per any established protocol.
o Ensures all required disclosure and registration forms are current and maintained in the patient's record as required per any established policies and procedures.
o Collect patient co-pays and self-pay balances. Accurately posts payments to patient accounts.
o Performs insurance verification per any established WHP policies and procedures. Completes electronic practice management (PM) tasks associated with insurance verification. Generates and has patient sign an ABN as appropriate.
o Enrolls patients to the Patient Portal and responds to Patient Portal inquiries per any established policies and procedures.
o Coordinates requests for interpreter services, documents and completes declination, if applicable.
o Completes end-of-day reconciliation per protocol; includes preparation of the daily deposit, reconciliation of daily credit card transactions; batch reconciliation; reconciles the procedure log report and kept appointment reporting/reconciliation. Uploads all reports and deposit information to shared drive.
2. Performs check-out duties in the practice.
o Receives and welcomes all patients to check-out in a manner that is consistent with WHP service expectations and the Language of Caring. Verifies patient using two patient identifiers.
o Schedules all follow up appointments as indicated by the provider including checking for future appointments to ensure no duplicates.
o Generates patient plan at check-out completion. Uploads automatically to Patient Portal - and/or prints and provides to patient.
o Updates ACO First Visit Notification Date.
3. Performs referral /diagnostic / lab orders processing duties in the practice.
o Processes all referrals / diagnostic / lab orders, including electronically in those practices utilizing an EHR, and ensures that specialist offices receive relevant notes, labs and other testing results as applicable. All forms that are required by a specialist's office will also be completed and sent. Documentation should be transmitted electronically whenever possible.
o Facilitates the scheduling of appointments for other physician offices as well as outpatient procedures.
o Ensures compliance with all necessary insurance carriers' pre-certification requirements by processing pre-certifications as required.
o Ensures appropriate forms are submitted to centralized scheduling for outpatient procedures.
o Instructs patient of proper preparation for procedures.
o Runs medical necessity checks on all labs and diagnostics, per protocol, and has the patient sign an ABN as needed.
4. Performs administrative duties in the practice.
. Collaborates with clinical staff and notifies patient of any appointment delays.
o Answers the telephone per customer service standards. Reviews outstanding diagnostic and referral orders.
o Responds to emergencies and summons the appropriate personnel.
o Greets and acknowledges visitors upon arrival consistent with service standards and the Language of Caring and assists as appropriate.
o Files, faxes, collate, and photocopy material as required (including all electronic documentation).
o Performs chart prep process - per any established protocols.
5. Medical records filing and related tasks.
o Maintains file system according to WHP and department standards. Collaborates with clinical staff to perform data entry tasks related to pre-load of new patient records, non-interfaced diagnostics and orders management of incoming consultation reports/notes. Scans medical record information received via paper to the patient EHR - per any established protocols.
o In compliance with all applicable policies and procedures, copies and sends all medical records as requested or ensures that requests for medical record information is forwarded to the medical records department. A signed, HIPAA-compliant patient release will be obtained prior to releasing any records.
6. Works to improve Press-Ganey patient satisfaction scores.
o Learns and employs the behaviors and principles consistent with the Language of Caring program to support an unparalleled patient experience.
o Works effectively and cooperatively with other members of the team to identify opportunities for improvement in Press-Ganey results and actively participates in recommending plans of action to address any identified issues.
7. Other general duties as assigned/directed.
o Maintains work area in a professional and organized manner.
o Receives sorts and distributes all incoming correspondence and mail on a daily basis.
o Reconciles and accurately maintains the petty cash drawer and/or change drawer.
o Maintains waiting room throughout the day.
o Relays supply-related information to others on a timely basis or orders supplies in accordance with established procedures. Contacts maintenance, housekeeping, and other departments for repairs or services as required or as directed.
o Performs all other duties as assigned/directed.


Experience Minimum Required
• Minimum 12 months clerical/office or other related experience, preferable in a medical office setting.
Experience Preferred/Desired
• Strong medical terminology background preferred.
Education Minimum Required
• High School and Office Practice courses.
Special Skills Minimum Required
• Knowledge with computer programs such as Microsoft Office.
EEO Statement· Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
· Please view Equal Employment Opportunity Posters provided by OFCCP here.
· The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Primary Location

:NH-Somersworth-WDH Head Neck Specialty

Work Locations

WDH Head Neck Specialty
361 High Street




:Wentworth-Douglass Hospital(WDH)


Standard Hours:40


:Day Job

Employee Status

Recruiting Department:WDP Ear, Nose and Throat

Job Posting

:May 17, 2021


"The best thing about my job at Wentworth-Douglass is my co-workers; they are like family and I genuinely love to come to work!"

Environmental Services Staff


"I chose to come to WDH for many reasons: the location, the friendliness, and the welcoming environment I was surrounded with when I first entered. Walking into WDH you immediately feel at ease. It's like you aren't even in a hospital; it's clean, calming, and everyone is so friendly and welcoming. My department is a constant learning experience due to the need of radiology throughout the hospital. Anyone thinking of working here…DO IT! You won't regret it. If you're looking for an incredible job, full of wonderful experiences and great staff, don't hold yourself back. "

Registered Nurse


"When I began at WDH I was amazed at the technology and access to resources that are available to me which supports my day to day job function enabling me to be accurate, efficient and collect supportive data to make a difference for the future of the hospital, physicians, staff and our patients. Since being at WDH I have vastly built on my skill set as a Case Manager thanks to the expertise of the physician advisors, my manager and team of seasoned, expert Case Managers. WDH offers, encourages and supports professional growth with a strong team atmosphere. I have been encouraged to become involved in committees that promote positive change within my team. I feel I have a voice and can make a difference for the better.
My career as a Registered Nurse has become a lot clearer since joining my WDH team. I would say to anyone looking to advance his or her career, feel supported and belong to an awesome organization has a commitment to their community health; WDH is the place for you. "

Case Manager


"I chose to come to WDH because of its reputation. I had always heard such great things about the hospital and the staff. Coming here, I have found the teamwork is what I have enjoyed most; the staff have been so welcoming and have treated me like family. I love my job and the management is by far the best I have ever experienced. Anyone thinking of applying to WDH should definitely do it!"

ED Tech


"I did not know what I wanted to pursue as a career, but I knew I wanted to be in the medical field. I took a Phlebotomy course to get my foot in the door and got hired at WDH. Ten years later, I am still here and loving it every day. Not only do I love my coworkers, who have become my close friends, but I love the diversity of my job. Often times I feel people overlook what we do, but not only do we provide compassion and skill in our job to the patients, but we also get to see behind the scenes; working closely with the medical staff ensuring patients are getting accurate results. I feel rewarded at the end of everyday knowing that I have played a role in helping the patients get the proper treatment they need."



- Awards and Recognitions -

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Magnet Recognition Program®

Wentworth-Douglass Hospital has achieved Magnet® recognition, the nation’s highest honor for excellence in nursing, recognizing professionalism, teamwork and superiority in patient care.

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