Patient Services Specialist
2 months ago
POSITION TITLE: Call Center Representative/ Patient Services Specialist - Float
DEPARTMENT: Patient Services
NATURE OF POSITION: The Call Center Representative / Patient Services Specialist- Float will ensure accurate, timely and proper check-in and check-out procedures. This position should have knowledge and understanding of the proper procedures for checking patients in, checking patients out, verifying insurance, completing demographics, and scheduling patients for initial and follow-up visits. This position is an integral part of the healthcare team and must be knowledgeable of the Clinic procedures. In addition, they will maintain patient confidentiality and abide by the Clinic (COFMC) policies and procedures. This position will be in daily contact with Lead/Supervisor for the Clinic placement.
CLASSIFICATION: Non-exempt
SUPERVISION EXERCISED: None
SUPERVISION RECEIVED: Patient Services Supervisor
MINIMUM QUALIFICATIONS:
High School graduate or equivalent required
Must be at least 18 years of age
Medical/Dental office experience preferred
Customer service experience required
Ability to work and communicate with a multidisciplinary healthcare team and the public
Basic computer skills required
Phone etiquette
Must be able to sit, stand, walk, bend, and/or lift for extended periods of time
RESPONSIBILITIES:
Checks in/out patients for appointments and collect co-pays and account balances, if applicable
Enters sliding fee information, if applicable
Looks up and schedule, reschedule, or cancel appointments for patients
Schedules and processes appointments Page Break
Answers calls in a professional and courteous manner
Directs calls as appropriate
Maintains provider schedules by making proper appointments
Participates in agency-sponsored staff training events (safety, OSHA, etc.)
Protects the confidentiality of patients and their records at all times by complying with the Clinic’s patient confidentiality and HIPAA policies and procedures
Provides guidance as needed to departmental employees regarding the Clinic’s policies and procedures
Keeps workspace neat and organized
Maintains a professional demeanor
Exhibits a positive attitude and a commitment to the basic mission of the organization
Exhibits caring qualities consistent with the values of a community health center
Exhibits awareness of cultural factors and shows competence in reducing barriers to the provisions of health care services
Addresses patient complaints as outlined in patient complaint resolution
Completes and submit all departmental specific reporting timely as requested
Performs other duties as assigned
ORGANIZATION:
Exhibits enthusiasm, a positive attitude, and professionalism in the workplace
Handles personal conflict and works through it at the lowest possible level (first with party/parties involved, then if necessary, with 3rd party mediation)
Displays a friendly manner and is easy to approach
Maintains a neat, clean, well-groomed, appearance and dresses in accordance with the dress code policy
Leaves personal problems out of the workplace
Treats all co-workers with dignity and respect
Abstains from gossip in the workplace
Arrives on time and works through designated hours
Completes tasks effectively, accurately and on time
Demonstrates little or no absenteeism/follows leave guidelines
Follows designated line of support
Display a willingness and flexibility to respond to unusual job-related demands
Manages time well
Recognizes and assists others in the work of the department, even though the work may be outside of regular duties
Shares equally in the workload of the department
Works cooperatively with all team members and departments
Works independently requesting assistance from supervisor only as needed
Abstains from criticizing COFMC, colleagues and supervisors
Demonstrates loyalty to COFMC, colleagues and supervisors
Demonstrates support of the mission and vision of COFMC
Accepts and participates in cross training
Takes initiative to identify skill development needs
Performs other duties as assigned.
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