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Patient Care Specialist Float 


Job Overview: This individual performs duties as a receptionist and cashier in the designated area of need. Cashier duties will include: calculating all charges for patient visits; collecting correct payment amounts; posting all charges utilizing CPT and ICD-10 codes; posting all receipts in the Practice Management System (PMS); researching and coordinating correction of all denials; informing patients of outstanding bills; and explaining BWC credit policy and protocols. Receptionist duties will include: answering phone calls; scheduling patient appointments; confirming insurance and demographic information; maintaining messages and faxes within the electronic medical record (EMR) and coordinating other data for physicians.


  1. Interact with all patients, providers, co-workers and the general public in a pleasant and professional manner.
  2. Greet and receive patients at reception window.
  3. Utilize a multi-line phone system and answer all incoming calls in a timely manner.
  4. Assess caller's needs, determine appropriate action and act or direct accordingly.
  5. Prepare accurate and thorough messages with the EMR and route appropriately in a timely manner.
  6. Schedule all new and follow up as well as reschedule all appointments according to physicians' protocols.
  7. Schedule all lab only appointments noting ordering physician, test and diagnosis per BWC procedure.
  8. Direct patients to patient service representative as directed in notes or based on assessment of patients insurance and/or owed balances.
  9. Maintain knowledge of insurance plans BWC currently participates in and protocol for each plan regarding pertinent information needed to accurately schedule patients, key charges, file insurance, and collect receipts.
  10. Verify all demographic and insurance information with all patients at time appointment is scheduled and/or when patient presents for appointment. Update demographic information within PMS and/or refer patient to Patient Service Representative according to BWC protocol.
  11. Maintain providers daily schedule to reflect arrived, canceled, bumped and no show patients. Notify provider and clinical staff of patient's arrival in a timely manner.
  12. Process required appointment reports.
  13. Instruct patient on completion of forms and direct to appropriate staff.
  14. Communicate to patient payment expectations per BWC financial policies at time of scheduling and charge posting.
  15. Maintain in-box within EMR - including timely review and resolution of messages, assignments and faxes.
  16. Collect time of service payments prior, accurately calculate fee for services; collect payment as indicated by insurance carrier and/or BWC credit policy.
  17. Post all charges and receipts to appropriate accounts, ensuring accuracy of ICD 10 and CPT codes. If accurate codes are not found, alert physician immediately.
  18. Post all receipts per BWC protocol, including correct posting of co-pays, deductibles and other payments.
  19. Prepare charge and receipt summaries daily; prepare and submit accurate and timely deposits and required accompanying reports accordingly.
  20. Maintain accurate cash drawer.
  21. Assist patients with insurance and billing questions as needed.
  22. Review accounts as charges are posted for collection balances and communicate such issues to patients or refer patient to appropriate resource.
  23. Maintain low error ratio for denials related to keying of charges, edits and incomplete or inaccurate deposits.
  24. Advise physicians and nurses of potential coding issues related to charges and assist managers with alerting them of changes.
  25. Complete paperwork within established deadlines.
  26. Maintain area coverage at all times, coordinating breaks and lunches with other staff.
  27. Maintain working knowledge of assigned physician's protocols.
  28. Document in PMS and EMR, all relevant HIPAA information.
  29. Follow OSHA guidelines.
  30. Follow all HIPAA policies.
  31. Follow all BWC protocol and procedures.
  32. Performs other duties as assigned.
Position Requirements

Minimum Qualifications:

  1. High school diploma or GED.
  2. Ability to perform multiple tasks simultaneously and maintain consistent work flow in a busy environment.
  3. Ability to communicate well both written and orally.
  4. Analytical skills to assess problems and independently determine appropriate response and action.
  5. Strong customer service skills.
  6. Ability to accurately maintain and control cash drawer and prepare accurate reports.
  7. Medical office experience preferred.
  8. Knowledge of insurance preferred.
  9. Ability to work with a variety of departments.
  10. Knowledge of ICD-9 10 and CPT coding preferred.
About the Organization  

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