Position Summary

The role of the Patient Service Representative (PSR) is to provide outstanding service to patients and customers through friendly, caring, courteous, and professional services and to ensure that our patients feel welcome and comfortable in our health center. CCHC work environment is a fast paced small health center that allows the development of close working relationships with medical professionals, clinical and enabling staff, volunteers and patients. Every team member is vital to the health center’s success in providing exceptional patient care.

Essential Functions of the Patient Services Representative

Customer Service

Greets patients and visitors in a prompt, courteous and helpful manner.
Patient Check-In: verifies insurance, including eligibility; verifies and/or updates patient demographic information at every visit; ensures appropriate patient paperwork and surveys are distributed; addresses pop-up reminders, removing as appropriate; collects patient payment as indicated; ensures office scheduling policies are maintained.
Patient Check-out: Provides patient with follow-up appointments as necessary; follows up on incomplete information with appropriate provider; follows-up with written directives from clinicians.

Communication

Answering telephone calls, screen calls, take messages, provide patients with pre-appointment information and/or education appropriate to the nature of the health center
Provides information about the health center services, charity programs, and enabling services or directs to appropriate department.
Effectively communicates CCHC policies and procedures to patients as necessary.
Takes new patient referrals, enters patients into computer system, and schedules appointments following protocol and guidelines provided.

Teamwork

Answers patient inquiries of all types in an effort to streamline the process for patients and refers appropriate clinical questions to medical assistants/clinical personnel.
Performs patient confirmation calls and follow up calls requested by Providers.
May assist with retrieval of electronic files, faxes, or other documents in the EMR for Providers when requested.

Accountability

Schedules patient appointments following health center protocols.
Forwards mail, and other correspondence accordingly to HIM and maintains an adequate supply of all patient forms and documents as needed.
Verifies patient demographics to ensure information is correct and consistent between patient forms and EMR; collects required financial and demographic information and properly enters data in the EMR.

Respect

Maintains strict confidentiality in accordance with CCHC policies and HIPAA.
Interacts harmoniously and effectively with others, focusing upon the attainment of organizational goals and objectives through a commitment to teamwork.
Tracks patient feedback and comments
Manages clinical flow of patient check-in to ensure schedule is being maintained and optimal patient flow.
Performs all other duties, as assigned by supervisor.

Education and Experience

High School Diploma/GED, some college preferred
Experience as Medical Assistant is preferable
Three years experience preferred in primary care clinical or outpatient setting
Strong working knowledge of EMR system, especially patient demographics and scheduling portion.
Completion of Medical Terminology course preferred.
Knowledge of applicable medical office procedures.
Knowledge of basic arithmetic to make calculations, balance/reconcile figures and make changes accurately.
Knowledge of Medicare, Medicaid and private insurance program basics.

Skills and Abilities

Ability to communicate effectively read, understand and follow oral and written instruction.
Ability to manage multiple tasks in a fast pace office environment with limited supervision.
Ability to establish and maintain effective working relationships with patients, employees and the public.
Exercise initiative, judgment, problem-solving and decision-making
Exercise conflict resolution skills; identifies problems, recommend solutions; and remain calm in urgent situations and work under pressure
Exercise strong communication skills
Skill in operating usual office equipment.
Ability to inform and engage community with the objective of gaining and building community support and positive relationships
Work independently and as part of a team; strong self-management, multi-tasking, prioritizing tasks skills
Exercise time management and flexibility in the schedule of work hours;
Remain non-judgmental in working with an indigent population and maintain confidentiality

Working Conditions

Frequent exposure to communicable diseases, toxic substances, and other conditions common to an office environment within a medical practice setting.
Involves frequent contact with staff and the public on the phone and in-person.
Work may be stressful at times because of volume of work.
Contact may involve dealing with people who are may be low functioning, need additional assistance or upset.
Working extended hours may be required as needed.

Physical Demands

Requires prolonged sitting, and some standing, walking, bending, stooping, kneeling, crouching, and stretching.
Requires hand-eye coordination and manual dexterity sufficient to operate a keyboard, type at 50 wpm, operate a photocopier, telephone, calculator and other office equipment.
Vision must be correctable to 20/20 and hearing must be in normal range for telephone contacts.
Requires some lifting occasionally (up to 25 pounds).
It is necessary to view and type on computer screens for long periods and working in an environment which can be very stressful.

Maintenance of Skills

Employees are expected to maintain any certification necessary for their position including certification and training. They will be expected to demonstrate competency of skills on an annual basis. In addition, employees are expected to complete required safety and compliance trainings as requested by employer.

Employer may require background check and pre-employment drug screen

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as need evolve.