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Front Desk/Patient Service Representative (PSR)

Daily Duties

Clinic Opening Procedures:

1. Open roll gate at the front desk into the hall.
2. Log into work station by either:
Username and password (Issued at orientation)
Badge access with imprivata scan (located below monitor near
keyboard.)
3. Check phone for missed calls and voicemails. Give applicable messages to
the appropriate staff members via email to create a paper trail.
4. Access outlook for email.
5. Log into Centricity Business (CB), access daily schedule on the front desk tab.
Review schedule and begin to prepare the patient documents for the medical
assistant (MA) and physicians.
Print labels for each patient
New patient print 4 labels encounter sheet, Release of
Information (ROI), Consent to Treat, and follow up form.
Established patient print 2 labels encounter sheet and
follow up form.
6. Put patient forms on clipboards at the MA desk in order of physician and
appointment time.
7. Keep ROI and Consent to Treat at front desk for patient to sign upon arrival.
8. Acquire daily cash log and change fund from practice manager.

Patient Check in Procedures:

1. When patient arrives at front desk verify name, date of birth, photo ID and
insurance card.
2. Click ARRIVE in CB
3. Click Check in and walk through steps as given.
4. Verify if co-pay is necessary and collect if applicable by clicking Check Out.
5. Print 2 copies of the receipt and have the patient sign 1 of them, the other
copy is for their records.
6. If patient is new to our clinic have them sign the ROI and the Consent to Treat
forms. Offer patient a copy of both signed documents.
7. Message MA on Skype for business or Link IM to alert them that the patient
has arrived and is ready to be taken back.
8. Scan all signed documents into HELP2. (make sure the scanner is on prior to
log in)
Log into HELP2 system, locate patient from clinic schedule, press
Image Acquisition, scan and save documents.
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Front Desk/Patient Service Representative (PSR)
Daily Duties

Patient Check out Procedures:

1. MA or doctor will advise if the patient has a need for a follow up appointment,
if necessary schedule appointment with patient. See scheduling procedures.
2. Give patient an appointment card for the correct doctor with the date and
time clearly written on the back.

Confirmation Calls:
1. Log into CB and access front desk schedule for the next business day.
2. Start at the top of the list and call each patient to remind them of the date
and time of their appointment by using the following script:
Hello, may I speak with (patient name). This is (your name) calling from the
Precision Genomics Cancer Research Clinic at the Intermountain Medical Center.
I am calling to confirm your appointment for (day of the week, date, and time)
here with us. We are located at the Intermountain Medical Center in building 2
floor 6 Suite #610. When you arrive, we recommend 10-15 minutes early,
please bring your identification and insurance card, copay, and current list of all
medications and doses including any over the counter medicines. This is very
important, if you are unsure simply bring your medications in with you. If you
have any questions or concerns please feel free to call us at 801.507.3630.
Thank you and have a wonderful day. We look forward to seeing you. (You may
also have to remind the patient to get the proper lab tests prior to the
appointment and those details will be on the appointment notes on the front
desk screen.)
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Front Desk/Patient Service Representative (PSR)
Daily Duties

Scheduling Procedures:
1. Consult physicians schedule in outlook. Certain days are non-clinical for each
provider i.e.
Monday- Dr. Lewis
Thursday- Dr. Thota
Friday- Dr. Nichols
2. Schedule proper amount of time.
New Patient Visit (NPV) 1 hour
Routine Office Visit (ROV) hour
Clinical Trial Visit (CTV) -1 hour (as instructed by clinical trial staff)
3. Enter appointment detail in outlook calendar as follows:
PT DOE,JOHN
DOB 07.04.76 REFERRAL DR. BLANK CHOLANGIOCARCINOMA SCANS IN
HELP2
If the doctor is not affiliated with Intermountain we need to obtain images for
the doctors to review. Let the MA know that the details are in the outlook
appointment by Skype or Link IM. It may also be necessary for the patient to
obtain their own images on a disk and deliver them to our clinic before their
appointment time.
4. Send appointment out to MA, RN, and MD (it may be helpful to color code
them in your own outlook screen)
5. Enter the appointment into CB for applicable date and time.
6. Re-state the appointment details with patient before you end the
conversation and also let them know we will call the day prior to confirm.

Clinic Closing Procedures:

1. Balance and close out any open batches in CB.
2. Ready any deposits and take to the hospital cashier in BLD 5 (by cafeteria)
3. Review next day clinic schedule for accuracy.
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Front Desk/Patient Service Representative (PSR)
Daily Duties
4. Clear up any outstanding emails, calls, etc.
5. Pull down roll gate at front desk.