Call Center Patient Services Representative

The Patient Services Representative performs duties essential to the patient visit. These functions are all subject to change based on business need and include but are not limited to:

• 
  Maintains strict patient confidentiality at all times.
• Follow all NEFHS policies in regard to attendance and notification to Supervisor.
• Answers all incoming telephone calls professionally.
• Effectively and professionally communicate with patients via the patient portal and on the telephone in regard to any question or concern they may have regarding care.
• Informs the patient that prescription and or testing has been electronically submitted per the patient request.
• Follows NEFHS dress code policy at all times.
• Work with all other departments to ensure the highest level of patient care.
• Verifies all patient information for accuracy.
• Schedules patients for appointments according to Northeast Florida Health Services, Inc. (NEFHS) d/b/a Family Health Source policies.
• Schedules patients for testing/referral according to NEFHS policy as needed to assist other departments.
• Confirms appointments when indicated there was a problem with the automatic confirmation process to ensure that the patient will be keeping their appointment.
• Performs insurance eligibility verification when the patient schedules their appointment as well as forty-eight (48) hours prior to the scheduled appointment.
• Receives and directs all questions from patients to appropriate party.
• Assists patients with completing medical information forms when applicable.
• Obtains necessary signatures for consent according to policy.
• Documents phone calls/conversations with the patient’s records according to NEFHS policy.
• Performs all data entry according to EMR policy documentation requirements.
• Assists in maintaining medical records according to NEFHS policy.
• Assists in maintaining office equipment.
• Assists in maintaining the organization and cleanliness of the office.
• Assists other team members daily as needed.
• Knowledge of EMR and IT policies as it applies to job description.
• Demonstrates effective communication skills internally and externally.
• Maintains knowledge of clerical, personnel, and medical policies and procedures as set by NEFHS.
• Responds to Emergency and Crisis situations according the NEFHS policy.
• Participates in all mandatory staff meetings, continuing education and performance improvement programs.
• Utilizes all company resources in a cost-effective manner.
• Adheres to the standards and policies of the Organizational Privacy/Security and Compliance Programs, including the duty to comply with applicable laws and regulations (HIPAA, OSHA, OIG and applicable state and federal laws). This includes reporting any suspected unethical, fraudulent or unlawful acts to the Chief Executive Officer, Risk/Compliance Manager, HR, Supervisor or suggestion box as directed by the Company.
• Must be familiar with the operation of all NEFHS offices and be available to work varying hours as indicated based on business need.
• Performs all duties as assigned by management.

Education/Experience:

High school diploma or GED and at least two (2) years medical office or customer service experience.

Qualifications/Skills:

1. Ability to work with a culturally diverse group of people

2. Ability to work as a team member

3. Ability to read and write in English

4. Data entry experience required

5. Knowledge of medical billing/collection practices

6. Knowledge of CPT and ICD-10

7. Knowledge of computer programs

8. Knowledge of business office procedures

9. Knowledge of basic medical coding and third-party operating procedures and practices

10. Skill in answering a telephone in a pleasant and helpful manner

11. Ability to read, understand and follow oral and written instructions

12. Ability to establish and maintain effective working relationships with patients, employees and the public

13. Must be well organized and detail oriented

Environmental/Working Conditions:

Physical Factors:

• Lifting: Up to 30 pounds 4-5 times a day, 5-10 pounds routinely
• Carrying: Up to 30 pounds 5-10 times a day, 5-10 pounds routinely
• Standing: 1-2 hours at a time, 2-4 hours a day
• Walking: 5-10 minutes at a time throughout the day
• Sitting: ½ -1 hour at a time, 4-6 hours a day
• Driving: as necessary depending on business need
• Vision: Color distinction necessary
• Hearing: No greater loss than 40dB average for 500,1000, 2000Hz
• Frequent: Twisting, Reaching, Bending, Writing, Speaking, Use of Hands, use of fingers, Use of both legs
• Occasional: Climbing, Grasping

Environmental Factors (exposure):

• Frequent: Dust, Constant noise
• Occasional: Intermittent noise, Vibrations, Inside/Outside, Excessive heat, Cleaning agents, Excessive cold, Coolness/dampness, excessive humidity, dry atmospheric conditions, hands in water