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SalaryAbout Us: Making Opportunity Count is a non-profit human services agency dedicated to creating positive change and enhancing the lives of individuals and families in Fitchburg, MA. We are committed to fostering community growth, providing essential services, and promoting holistic well-being. Our dynamic team is driven by a shared passion for making a lasting impact.
Position Overview:
The Patient Services Representative plays a crucial role in ensuring the smooth and efficient operation of multiple medical clinics. While supporting three clinics (pediatric, behavioral, and reproductive), the primary responsibilities include performing check-in and check-out duties, handling referrals, diagnostic and lab orders processing, administrative tasks, medical records filing, and working towards improving patient satisfaction scores. The incumbent is expected to adhere to established protocols and procedures while delivering high-quality service to patients.
Essential Duties and Responsibilities:
Check-In/Check-Out Duties
- The Patient Service Representativewelcomes and receive patients in a manner consistent with MOC service expectations.
- Verify patient demographic and insurance-related information accurately and enter data in the system.
- Ensure all required disclosure and registration forms are current and maintained.
- The Patient Service Representative collect patient co-pays and self-pay balances, posting payments accurately.
- The Patient Service Representative perform insurance verification and complete associated electronic tasks.
- Enroll patients in the Patient Portal and respond to inquiries.
- The Patient Service Representative coordinate interpreter services and document declination if applicable.
- Complete end-of-day reconciliation, including daily deposit and credit card transactions.
- The Patient Service Representative schedule follow-up appointments as indicated by the provider, checking for duplicates.
Referral/Diagnostic/Lab Orders Processing
- Process referrals, diagnostic, and lab orders, ensuring specialist offices receive relevant notes and results.
- Facilitate scheduling for other physician offices and outpatient procedures.
- Ensure compliance with insurance carriers' pre-certification requirements.
- Submit necessary forms to centralized scheduling for outpatient procedures.
- Instruct patients on proper preparation for procedures.
- Run medical necessity checks and have patients sign ABNs as needed.
Administrative Duties
- Collaborate with clinical staff to notify patients of appointment delays.
- Answer the telephone following customer service standards.
- Respond to emergencies and summon appropriate personnel.
- Greet and acknowledge visitors according to service standards.
- Perform filing, faxing, collating, and photocopying as required.
- Complete chart preparation processes.
Medical Records Filing and Related Tasks
- Maintain the file system according to MOC and department standards.
- Collaborate with clinical staff for data entry related to new patient records and non-interfaced diagnostics.
- Scan medical record information received via paper to the patient EHR.
- Copy and send medical records as requested, ensuring HIPAA compliance.
Patient Satisfaction & Quality Improvement
- Learn and apply behaviors consistent with the MOC programs and standards.
- Work with the team to identify opportunities for improvement in survey results.
- Actively participate in recommending plans of action to address identified issues.
- Contribute to improving the practice’s HEDIS metrics through proactive scheduling and appropriate patient follow-up.
Other General Duties
- Maintain a professional and organized work area.
- Receive, sort, and distribute all incoming correspondence and mail.
- Maintain the waiting room throughout the day.
- Relay supply-related information and order supplies as needed.
- Perform other duties as assigned.
Required Qualifications and Skills:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Multilingual skills highly desired
Educational/Experience Qualifications
- Experience Minimum Required
- Minimum 12 months clerical/office or other related experience, preferable in a medical office setting using an electronic medical record.
- Experience Preferred/Desired
- Strong medical terminology background preferred.
- Education Minimum Required
- High School and Office Practice courses.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Join our team at Making Opportunity Count and experience a range of fantastic benefits that enhance your work-life balance and overall satisfaction:
Health, Dental, FSA, and Vision Insurance: Take care of your well-being with comprehensive coverage.
Paid Time Off (PTO): Enjoy generous time off to relax and recharge.
Student Loan Forgiveness: We're here to help you ease your student loan burden.
Tuition Remission: Invest in your education with our tuition remission program.
Employer-Sponsored Retirement: Secure your future with our retirement plan contributions.
Pet Insurance: Ensure your furry friends receive the best care.
Employee Discounts: Access exclusive discounts and perks.
Join us at MOC and experience a workplace that values your well-being and personal growth!
