Patient Services Representative

Position Summary:

The Patient Service Representative (PSR I) reports to the Departments Practice Supervisor and works within the assigned Clinical Area. The PSR I is responsible for performing tasks that directly support Health Centers front-end revenue cycle management functions and clinic administrative processes.
The PSR I is required to provide excellent customer service for patients staff and providers alike and to ensure a positive patient experience for Codman Square Health Centers patients and their families.

The PSR I must have a solid knowledge of medical insurance terminology good verbal and written communication skills as well as the ability to effectively prioritize and manage their work.

All PSR I staff will be trained on the Codman Square Health Centers specific requirements and workflows and expected to adhere to all standards and protocols.

Primary Responsibilities:

• Responsible for welcoming all patients by smiling and establishing eye contact with patients.
• Responsible for monitoring the waiting rooms coordinate with clinical staff to notify patients of any delays.
• Responsible for performing patient Check In functions incl. registration insurance verification collecting required co-pays or other payments administering the sliding scale discount program and arriving patients for their appointments in the EHR.
• Responsible for explaining to patients/parents/guardians their responsibilities (i.e. arrival and appointment times form requirements payment expectations late and cancellation policy)
• Responsible for entering accurate patient data telephone encounters referrals forms and prescription requests into the Electronic Health Record (EHR).
• Responsible for assisting patients with completing / collecting pre-visit consent and other forms; processing patient forms letters or obtaining prescription request information from patients.
• Responsible for assisting patients with appointment scheduling whether within or across Codman Square Health Center departments.
• Responsible for promoting Patient Portal.
• Responsible for performing patient Check Out incl. scheduling follow-up appointments specialist appointments assisting and educating patients on referral process.
• Responsible for performing patient pre-registration.
• Responsible for scheduling same day and follow up appointments conducting appointment reminder calls putting patients on recall list processing patient no shows and cancellations and performing end of day reconciliations.
• Responsible for coordinating transfer of patients from clinics and Urgent Care.
• Responsible for effectively managing in basket patient related messages in timely manner.
• Must use sound judgment to determine when and to whom to escalate issues to ensure resolution.
• Must adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
• Must meet service level expectations and identified key performance indicators.
• Must meet or exceed call volume pre-registration and insurance verification productivity and accuracy expectations
• Ensure workstation patient waiting room and common areas are kept clean.
• Required to follow standard operating policies and procedures while delivering expedient professional responses to patients inquires and concerns.
• Must attend staff meetings and training as needed
• Other duties and/or other locations as assigned

Qualifications and Skills:

• High school diploma or GED required.
• A minimum of 1 year experience in a medical/clinical office environment or Health or Dental insurance industry required.
• Previous customer service background required.
• Haitian Creole or Spanish preferred
• Excellent customer service and interpersonal skills.
• Ability to interact with diverse patient population.
• Solid computer literacy ability to multitask organize and prioritize ones own work.
• Solid understanding of medical insurance terminology.
• Previous experience and knowledge of Community Health Center Or Hospital patient registration systems insurance eligibility verification systems (i.e. MMIS WebMD Trizetto NEHEN).
• Solid knowledge of insurance plans concepts and terms.
• Expected to stay abreast of scheduling rules health care insurance changes and referral requirements.
• Ability to quickly learn new systems and tasks; work as a team member and independently.
• Ability to work in a fast-paced environment.
• Ability to listen well and devote full attention to patients and medical professionals alike.
• Ability to be compassionate caring and to remain calm even under the most stressful of situations

Physical Requirements

Must be able to stand or sit for prolonged periods (50% of the time)

Must be able to lift 10-25 pounds and load onto shelves.

Visual acuity sufficient for frequent reading and computer use.