Patient Service Representative

Description

GENERAL DESCRIPTION:

Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site in a professional manner and serves as the first point of contact for patients, visitors and callers. This position provides daily support for the practice site including telephone coverage, appointment scheduling, check-in and check-out of patients (ensuring demographic and insurance information, as well as payment information is accurate and complete in the practice management system), patient referrals, and general patient communication. 

The PSR knows, understands, and performs all duties in a manner that is consistent with CHC’s Service Standards (attached) that promise our employees will be Respectful, Responsible, and Responsive.

DUTIES AND RESPONSIBILITIES:

• Customer Service:
• Answers the telephone with the standard greeting and a smile in a timely manner
• Treat Every Patient with Care and Courtesy
• Maintain a well-kept lobby and work space
• Understand, abide by, and be able to explain HIPAA to patients as needed
• Respond in a positive manner to questions, inquiries, and requests making every attempt to accommodate the patient’s needs and expectations
• Ensure patients understand the services we provide and the benefits of choosing us as their medical home
• Check In
• Acknowledge Patients in the PM system Upon Arrival
• Arrive Patients in EHR and enter location (Waiting Room)
• Verify Demographics (mailing address, telephone number, responsible party)
• Input Insurance or Sliding Fee information
• Collect Co-Pays & Post & Balance Payments
• Update Patient paperwork annually (HIPAA, Registration, RX consent)
• Run Medicaid to verify eligibility daily
• Check-Out
• Print Patient Clinical Summary
• Schedule any Follow-up Visits
• Check patients out in the PM system and EHR upon departure
• Other Procedures
• Count Cash Box and log in the amount in the box at the beginning and end of each shift
• Run an Acknowledged Patient Report, match encounters against the report & document any missing encounters
• Conduct Appointment Phone Call Reminders
• Build New Patient Accounts
• Scan & appropriately file Patient Documents
• Navigate through Allscripts to print records, identify meds, referrals, lab results, etc. 
• Knowledge of inner office forms (Incident reports, RX Log, Transfer of Patient Care Log, Supply Order, etc.)
• Knowledge of Emergency Procedures (Fire, Tornado, Seizing Patient, etc.)
• Identify and manage tasks in Allscripts
• Correctly Schedule Patients
• Distribute & Sort Mail & Courier Items
• Collect TIGER payments
• Distribute medications delivered thru the courier to patients & collect payment on those medications
• Sign out prescriptions for controlled substances to patients
• Responds to tasks from the patient portal as required in a timely manner
• Office Equipment
• Capable of using the office phone correctly (Hold, Transfer, Voicemail, Directories)
• Operate Copier for Office Copies, Fax, and Scanning
• Capable of operating the Credit Card Equipment
• Operate the Postage Machine

REPORTING RELATIONSHIPS:

Responsible to:

• Site’s Patient Service Coordinator

Workers supervised:

• N/A

Interrelationships:

• Represents CHC and the practice site to the public in a professional manner.
• Interacts directly with patients and family members in person and on the telephone.
• Works closely with other patient service staff and triage nurses at the center

This job description is not designed to cover or contain an exhaustive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

REQUIREMENTS: All employees of Carolina Health Centers, Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of: honesty, integrity, openness, the pursuit of individual and collective excellence, and unwavering mutual respect and appreciation. In addition, this position requires:

• Education:
• High School diploma or equivalent experience
• Work Experience:
• Knowledgeable of medical terminology preferred
• Must have a valid driver’s license and safe driving record
• Bi-lingual in Spanish preferred
• Licensure and Certification:
• None required
• Skills:
• Excellent verbal and written communication skills
• Current computer skills
• Ability to establish and promote positive interpersonal relationships
• Excellent organizational skills
• Cultural awareness and appreciation for differences
• Ability to demonstrate excellent customer service and strong cultural competency
• Ability to adhere to strict confidentiality guidelines
• Good interpersonal, organizational, and computer skills required
• Strong written and verbal communication skills required
• Teamwork orientation
• Able to take and follow through with delegated tasks and accountability
• Resourcefulness in problem solving
• Proven organizational skills
• Beginner to intermediate proficiency in Microsoft applications: Excel, Word, Outlook, PowerPoint 
• Physical Abilities:
• Able to push, pull, reach, sit, stoop, and stretch
• Have full range of body motion
• Have the hand-eye coordination and manual dexterity needed to operate a computer, telephone, copier, and medical equipment
• Required to talk and hear
• Have the hand-eye coordination and manual dexterity needed to operate a computer, telephone, copier and medical equipment
• Vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Work Environment:
• This position involves exposure to customer/patient elements. The work environment is that of a medical practice that enforces safe OSHA compliant practice. HIPAA rules and regulations are stringently enforced. The position requires staff to work under pressure at times and with a diverse population. As a medical office, exposure to communicable diseases, bodily fluids, toxic substances, sharps, and other conditions are common. 
• This job also operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.
• Requirement for out-of-town and/or overnight travel is minimal.