Patient Service Representative

PATIENT SERVICE REPRESENTATIVE - Primary Care

#FPCN-PSRHA-07262024

Reports to

CENTER DIRECTOR

Location

Health Annex

Woodland Village Plaza

6120-B Woodland Ave

Philadelphia, PA 19142

*Site location may change as needed

Program Summary

The Family Practice & Counseling Network (FPCN) provides comprehensive primary care, dental and behavioral health services. We stand behind the belief that all people are entitled to accessible, comprehensive, quality, and affordable health care, and that care must be delivered in a culturally competent, trauma-informed and compassionate manner by caring for the whole person – mind, body & spirit. The network’s mission is to provide person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The network promotes resiliency and well-being among patients, staff and surrounding communities.

We are a network of 3 comprehensive health centers, one convenient care center and six school-based health centers in Philadelphia.

Today, FPCN serves more than 15,000 patients annually and is a NCQA certified Patient-Centered Medical Home and recognized by HRSA as a National Quality Leader for Behavioral Health.

FPCN is opening Philadelphia’s First Birth Center; its collaborating hospital is the University of Pennsylvania Hospital. This brand new 30,000 sq ft space will feature exam rooms, birthing suites, community meeting rooms and a gorgeous community garden park. The Family Health and Birthing Center will provide full prenatal, birth, and postpartum care in Southwest Philadelphia. Services include education on nutrition, exercise, childbirth preparation, breastfeeding, infant, and self-care; and mental health and substance abuse therapy for those who need it. These services will be provided by interdisciplinary teams of professionals led by nurse midwives and doulas, including behavioral health specialists, addiction counselors, social workers, and registered nurses. Additional services will include transportation assistance; lactation counseling; prenatal and parenting education; legal services; and complementary mind/body services, such as yoga, massage, and meditation. All staff will have training in anti-racism, justice, diversity, and inclusion (A-JEDI), trauma-informed care, and sanctuary model practices.

Position Summary

Upholds the health center mission by assuring that patients receive HEALTH CARE that are competent, caring, and meets with a high degree of satisfaction.

Team members are expected uphold the health center mission by assuring that patients receive HEALTH CARE that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.

Essential Duties and Functions

1. Assist in the courteous and efficient management of connecting clients and guests who are physically in the office and those individuals who are on the phone with the appropriate services and/or staff in a timely and accurate manner.
2. Initiate services for primary care clients which involve: signing-in, updating basic demographic information, confirming payment method, validating health insurance coverage, and preparing necessary paperwork. Additional services may be warranted depending on the client’s status new or established and if the client seeks more specialized services.
3. Manage phone calls coming in to the front desk by directing calls to appropriate staff members and facilitating documentation of messages (i.e. electronic, hand-written).
4. Schedule appointments for primary care clients.
5. Call clients shortly before their scheduled visit to remind them to keep their appointment.
6. Constantly update and utilize pertinent information about the health insurance carriers that the Practice accepts.
7. Insure all patient billing forms are correct, accurate and batched according to the patient sign in sheet on a daily basis.
8. Initiate and further assist in fee assessing applicable clients, which includes utilizing the Practice’s sliding fee schedule. Perform cash collection and reconciliation of all patient fees.
9. Maintain client charts – both written and electronic.
10. Provide additional clerical tasks: filing, typing, faxing, and copying documents
11. Open and distribute mail immediately upon receipt daily.
12. Facilitate the ordering of office/janitorial and medical supplies for Abbottsford or Falls sites.
13. Maintain client confidentiality in both written and verbal formats.
14. Initiate the enforcement of the Practice’s Late Policy for primary care clients.
15. Possess exemplary knowledge of and enforce all Practice policies and procedures that impact the work of the receptionist and front desk. Adhere to OSHA guidelines.
16. Assisting in coordinating utilization of the Practice’s transportation services.
17. Work in partnership with the Administrative Assistant who also functions as a receptionist.
18. Serve as receptionist at the Practice when deemed necessary.
19. Take primary responsibility for securing the building at the close of the business day.
20. Participate in relevant internal committees.

Qualifications

One (1) year in a PRIMARY HEALTH CARE FACILITY

• Previous experience with an Electronic Practice Management system
• High School Diploma/GED
• Medical Assistant Certification
• Good intermediate mathematics skills
• Familiarity with medical terminology
• Computer Competency with proficiency in word processing
• Highly reliable and dependable
• Exemplary skill at managing multiple tasks simultaneously
• High level of patience, courtesy, and concentration
• Outstanding interpersonal skills
• Outstanding verbal and written communication skills as well as listening skills
• Ability to work well in a team
• Exemplary problem solving and conflict resolution skills
• Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
• Support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
• Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.
• Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
• Ability to create a space for staff and those we serve to feel physically and emotionally safe.
• Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.
• Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills.
• Ability to work effectively as a team member
• Highly responsible and reliable as well as courteous
• Unconditional ability to maintain patient confidentiality
• Exemplary organizational skills and ability to prioritize

Working conditions

Hazard and Atmospheric Conditions

• Exposure to Loud Noise

Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, and veteran or disability status.

Vaccine Mandate:

Family Practice & Counseling Network (FPCN), a program in the City of Philadelphia, are required to follow the COVID vaccine mandate for healthcare workers per Philadelphia Department of Public Health. FPCN requires Healthcare Workers to be fully vaccinated. Fully vaccinated means it has been two weeks since the final dose of vaccine. Thus, we require vaccination prior to start for all new hires. This currently does not include boosters.

Physical requirements

Lifting Requirements

• Light: exerting up to 20 pounds of force frequently, and/or negligible amount of force constantly to move objects. The use of arm and/or leg control requires force greater than sedentary, but worker still sits majority of time.

Physical Requirements

• Stand or Sit (stationary position)
• Walk
• Use hands or fingers to handle or feel (operate, activate, prepare, inspect, position)
• Climb (stairs/ladders)
• Talk/Hear (communicate, converse, convey, express/exchange information)
• See (detect, identify, recognize, inspect, assess)
• Pushing or Pulling
• Repetitive Motion
• Reaching (high or low)
• Kneel, Stoop, Crouch or Crawl (position self, move)