Lead Patient Service Associate

Description:

POSITION SUMMARY

The Patient Service Associate is responsible for facilitating the patient visit in a manner that is efficient and customer-focused. Primary duties focus on directing patients as they enter and exit the clinic, facilitating their return and making them feel welcomed. Scope of duties includes all functions of patient admission and exiting: telephone operations, appointment scheduling, new patient registration and payment collection.

Preparing monthly schedule for staff and assisting with patient complaints. A super user and proficient with our EMR system and insurance verification.

This role is vital in assuring Family Christian Health Center’s ability to:

1. Efficiently provide services to increasing number of patients,
2. Collect accurate data and initiate patient records, and
3. Provide quality care by enhancing the work of the clinical teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Staff working under this title will be cross-trained for all functions listed. Will be assigned at the discretion of the immediate supervisor to work in one Suite on a regular or rotating basis.

1. Telephone Operations

• Provide appropriate routing and handling of all telephone calls in the suite.
• Answer telephone inquires regarding the daily appointment schedule, provider/clinic staff availability and general patient information.
• Transfer calls to appropriate staff, departments and suites.

1. Reception

• Greet all visitors and patients upon arrival with a professional, pleasant and Christian demeanor.
• Initiate the patient registration process by verifying patient appointments, updating patient information and printing encounter forms.
• Provide appropriate assistance for walk-in information requests; routing to triage if patient is ill, health information requests, or financial concerns and providing health center information and appointment scheduling to patients who are not ill.
• Confirm and collect medical insurance and/or sliding fee scale payment at the time of visit.

1. Appointment Scheduling

• Schedule appointments for patients who are on the phone and/or in the suite (new and established) in a professional and pleasant manner.
• Register patients for return visits.
• Assess the need for clients to be triaged by nurse and take written messages to be given to the nurse for follow-up.
• Reschedule provider appointments when necessary, i.e., for illness and vacation time.
• Confirm medical insurance and/or sliding fee scale payment at the time appointment is made.
• Produce appointment schedule reports and/or review the schedule on a regular basis according to established procedure to identify available appointment time and to even patient flow.
• Review appointment failures on a daily basis; implement policies and procedures designed to control chronic no-shows/appointment failures.
• Participate in daily Care Team Huddles
• Coordinate with Call Center to schedule same day access appointments.

1. Schedule patient appointments accordingly, process cancellations and facilitate appointment reschedules.

1. Work to ensure that the Department is operating effectively and efficiently, consistent with Family Christian Health Center’s mission.

1. Attend staff meetings as announced by Management.
2. Ensure compliance with standards, laws and regulations as published by regulatory and accrediting organizations such as: BPHC, JCAHO, CLIA, OSHA, HIPAA, State and Federal Governments.

1. Verify medical insurances for all new patients (if applicable).
2. Other duties as assigned.

EDUCATION, TRAINING AND EXPERIENCE

• High School Diploma or equivalent. Bachelor’s degree preferred
• Min of 2 years experience in a fast paced, high call volume environment – health care a plus
• Bilingual in English and Spanish (preferred)
• Requires Windows based computer skills and telephone experience preferred - Microsoft Office a plus
• Experience with Electronic Medical Records (EMR) a plus
• Experience with Centricity a plus
• Ability to strongly embrace and personify the mission of Family Christian Health Center
• Proficient in multi-tasking and problem solving in a fast-paced work environment
• Demonstrates capability for working in a multi-cultural setting
• Exceptional customer service skills
• Ability to collaborate and interact with a diverse group of health care professionals
• Typing speed of 30-45 wpm
• Aptitude to interpret administrative policies and procedures and apply to work situations
• Strong/advanced oral, written and interpersonal communication and listening skills
• Possess a positive and open-minded attitude as it relates to professionalism and excellence of customer service
• Flexible with ability to adapt to changes in circumstances in a quick and professional manner
• Ability to interpret information and logically apply to various situations

WORKING CONDITIONS AND PHYSICAL DEMANDS

PHYSICAL DEMANDS: The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the required duties, the employee is frequently required to stand, sit, walk, read and be capable of lifting a minimum of ten pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements: