Patient Service Representative

Title: Patient Services Representative

Reports To: Site Lead

Supervision Exercised: None

Typical Working Conditions: Requires sitting for long periods of time. Working in an office environment. Some bending and stretching required. Working under stress and use of telephone required.

Qualifications: High School graduate or GED. Prefer one year in a medical office setting. Knowledge of medical terminology and computer experience desirable.

Primary Function: Provide direct consumer services in the medical office setting. Answering multiple telephone lines, scheduling appointments, greeting and assisting patients, fee collection, data entry, maintain office financial record and medical records functions.

General Summary of Duties:

· Answer incoming telephone calls in personable, efficient manner, appropriately identifying yourself and the site where you are answering.

· Maintains appointment list and follows scheduling procedures.

· Sorts and delivers mail and other correspondence.

· Follows opening and closing procedures in accordance with FHN business hours and site security procedures.

· Make necessary calls as requested by providers or nursing staff.

· Calls patients to remind of appointments and collects information prior to appointments.

· Ensures accurate registration of all patients and hands out all appropriate paperwork including sliding fee forms and requirements when appropriate and scans into the EHR system.

· Maintain knowledge of basic billing process and the ability to access and answer basic billing questions.

· Prepare, maintain, and verify accuracy of daily deposits, and cash logs.

· Perform patient fee assessments, collect patient fees and maintains accurate financial records according to FHN protocols.

· Participate in departmental and FHN committees affecting or determining procedure and

protocols.

· Maintain knowledge of computerized patient data systems, data and charge entry.

· Maintain flexibility as required by workload.

· Suggest to supervisor constructive changes in policy or practices to enhance the operations of FHN.

· Promote excellent guest relations with any individual who interacts with the FHN facilities and or staff, such as patients, visitors, physicians, employees, and volunteers.

· Demonstrate team work in the performance of work related duties by maintaining open lines of communication with Supervisor and co-workers, insuring proper and effective sharing of information.

· Effectively manage time by maintaining levels of productivity as established for department.

· Maintain work area and equipment in a neat and orderly manner. Assists in reporting of malfunctioning equipment and or environmental conditions to appropriate personnel using established channels.

· Perform other duties as assigned by the department supervisor.

· Site rotation as necessary for work assignments.

· Medical records maintenance and filing according to FHN policy and procedures.

· Transfer medical records to other sites within FHN following FHN policy and procedures.

· Attend and participate in required meetings and inservices.

· Adhere to FHN requirements concerning patients’ rights.

· Maintain confidentiality of patient and family and FHN information.

· Maintain a neat appearance and adheres to FHN dress code.

· Demonstrate awareness of and compliance with individual’s duties and responsibilities related to FHN safety, fire, and disaster plans in a timely manner.

· Comply with departmental policy regarding attendance. Calls the appropriate person if he/she will be late or unable to report to work.

· Comply with FHN policies and procedures pertaining to incident reporting, and promptly notifies supervisor.

· PSR may be asked to participate in quality improvement activities which include but are not limited to performing PDSA, administering Patient Satisfactions Surveys and following up on high risk patients based on population reports for patients with poor clinical outcomes or with lapses in care.

· PSR is part of the patient care team. The care team is comprised of the patient, care coordinator, nurse, and provider. As part of the patient care team, the PSR will engage patients in their own health care. This will include supporting patients and their families in self-management and positive behavior change. This will require good communication which is both open and supportive.

· This position requires compliance with Health Center’s written standards, including its Standards of Conduct and policies and procedures pertaining to all operational aspects, furthermore this position is required to report any suspected instances of noncompliance.

· All other duties as assigned.

· This position will function as a contributing member of the emergency preparedness team under the incident command system.

· Maintain strictest confidentiality.

Job Type: Full-time

Pay: $16.50 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: In person