Patient Services Rep

GENERAL SUMMARY
The Patient Services Representative is responsible for supporting departmental efficiencies and clinic front office operations. Their responsibility includes, but is not limited, to performing patient registration, check in, pre-admission and admission, reception, and discharge functions; ensuring all consents and financial and demographic information is up to date for patients and that all consumers are served in a timely and efficient manner. The duties of this position focus on the consumer’s registration, check-in and check-out experience at time of service. The Patient Services Representative is responsible for producing and monitor assigned reports; coordinate consumer appointments with the Centralized Scheduling department. The Patient Services Representative provides thorough, courteous, and professional assistance to internal and external customers in accordance with the Center’s Behavioral Principles and Core Values.
ESSENTIAL DUTIES & RESPONSIBILITIES
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Checks in patients presenting at front desk for scheduled/unscheduled appointments via the EHR scheduling system and the Front Desk Screening/Walk-In Log.
• Collects co-pays, deductibles and other out of pocket costs and fees at the time of visit. Reconcile daily collections and prepares deposits logs accordingly.
• Completes registration and financial assessment process for patients with scheduled and unscheduled appointments.
• Creates charts for unscheduled appointments.
• Documents prescriber’s no-show appointments in EHR.
• Ensures all demographic, and eligibility information is obtained from patients and entered the EHR/EMR system in an accurate and timely manner.
• Ensures all phones are answered within 3 rings.
• Obtains/scans patient insurance and ID cards and/or driver’s license and social security cards.
• Performs focused reviews of charts to determine if any administrative consents are due. Notates any deficiencies on appointment sheet.
• Produce and monitor assigned reports.
• Provides coverage of main reception area and telephone, taking and relaying messages.
• Responsible for assigned Change Fund and adherence to cash collections protocol.
• Serves as backup to all Revenue Cycle functions related to clinic operations.

UNIT-SPECIFIC DUTIES & RESPONSIBILITIES (MAC SPECIFIC)
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Employees assigned to the MAC will be responsible for all base duties and responsibilities as detailed above in addition to these MAC-specific duties:
• Administrative Duties - Order office supplies, ensure clinic environment is orderly, lobby is presentable assist with requested admin support from Prescriber. Serves as the Point of Contact for clinic safety for MAC facilities.
• MUNIS entries - Submit invoices related to 4416 in Munis for payment (locums, WWL, office supplies).
• MAC Navigation and referral coordination - Manage referrals in MAC NAV, sends to clinical team, collaborates with MAC navigators, documents and updates MAC NAV system as needed.
• Other unit-specific details to be detailed in separate addendum provided by the business location and/or unit supervisor.

UNIT-SPECIFIC DUTIES & RESPONSIBILITIES (CONVERSE SPECIFIC)
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Dental Provider Credentials - Maintains current status of each licensure/credentialing for Dentists as well as W-9 and training for CHCS.
• Processes Dental Treatment Plans (DTP) - Primary contact for incoming DTP. Retrieves faxes from dental providers, verifies funds on consumer's plan. Submits DTP to provider services team for approval. Updated DTP ledger as necessary. Submits DTP to PFR for payment via Munis, then to process DE 4116 claim to state.
• W-9 Processing - Departments submit required documentation for vendors to obtain vendor number from accounting. Ensures all documentation is complete. Saves copy of current W-9 for each vendor.
• Other unit-specific details to be detailed in separate addendum provided by the business location and/or unit supervisor.

MINIMUM ENTRANCE QUALIFICATIONS
Education and Experience

• High School diploma or GED equivalency is required.
• Two (2) years’ experience in any of the following industries: hospital, medical or physician’s office, hospitality, banking, retail and/or food service.

Licenses or Certifications

• None

Other Requirements

• Demonstrate success working in a team environment focused on meeting organization goals and objectives required.
• Must maintain a valid driver’s license and automobile insurance coverage, be able to travel as needed, and be able to meet on a consistent basis the driving record requirements of the Company’s auto insurance carrier if you drive your vehicle during company business.
• Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies.
• Must be able to meet the physical requirements to complete Nonviolent Crisis Intervention (NCI) and CPR training including lifting up to 12 lbs. and supporting up to 55 lbs.; bending, stooping and getting on and off the floor without assistance.
• Nonviolent Crisis Intervention (NCI) is a proven safe and harm-free method of behavior modification. All consumer-facing employees of CHCS must take NCI courses facilitated by the CHCS Training team within the first 45 days of employment.
• NCI is intended to support human service professionals in giving aggressive, disruptive, or out-of-control people the best care and welfare possible, even in the most violent situation.
• NCI training provides staff with the skills to safely recognize and respond to everyday crisis situations that may involve more challenging behaviors. It focuses on prevention and offers proven strategies for safely defusing anxious, hostile, or violent behavior at the earliest possible stage.
• Depending on assigned unit/program, applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following may result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

PREFERRED QUALIFICATIONS

• Bilingual (English/Spanish) preferred. Language Proficiency Pay (LPP) payments are subject to successful testing, certification by CHCS Payroll, and availability of funding. Funding may be renewed in subsequent fiscal years but is not guaranteed.

SUPERVISION

• Job has no responsibility for the direction or supervision of others.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:

• Program services in area of assignment.
• Principles and practices of office administration.
• Applicable software applications.
• Modern office procedures, methods, and computer equipment.

Skill in:

• Customer service
• Organization and time management.
• Performing a variety of duties, often changing from one task to another of a different nature.
• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios.

Ability to:

• Effectively communicate, both verbally and in writing.
• Establish and maintain effective working relationships.
• Maintain accurate and complete records.
• Meet schedules and deadlines of the work.
• Understand and carry out oral and written directions.
• Accurately organize and maintain paper documents and electronic files.
• Maintain the confidentiality of information and professional boundaries.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to meet the physical requirements to complete Nonviolent Crisis Intervention (NCI) and CPR training including lifting up to 12 lbs. and supporting up to 55 lbs.; bending, stooping and getting on and off the floor without assistance.
• Must have adequate mobility that requires frequent walking, standing, bending, stooping, kneeling, reaching (vertical and horizontal), using fingers, hands, feet, legs and torso in various care.