Patient Services Representative

Summary:

The responsibility of the Patient Services Representative is to properly greet and register patients presented to the

emergency room for evaluation and treatment, ensure organized and efficient registration and front office operations,

ensure payments due at time of services are collected and properly accounted for, ensure that work area remains

clean and neat in appearance at all times, assist the Front Office Manager and other members of management in

tasks relevant to Business Office operations. Patient Services Representatives should be professional both in

appearance and conduct.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

FACILITY OPERATIONS

Business Office

1. Assist in scanning patient chart attachments to the EMR in order to archive patient medical record and make

such record available to for electronic retrieval and access.

2. Supports management in the performance of various office duties such as filing, shredding, data entry and other

tasks as requested.

3. Assist in performing front office registration duties such as data entry of patient demographic information,

consents, and HIPAA paperwork, benefits eligibility verification and receipt of payment as needed.

4. Enters information on financial logs as needed for billing reporting purposes.

5. Assist in processing patient payment with operating credit card terminal, check terminals and/or properly log cash

receipts into ledger as required by policy.

COMPLIANCE

1. Maintains confidentiality of patient related issues as outlined by HIPAA / HITECH and company policies.

2. Works in cooperation with other administrative and facility staff to ensure compliance with HIPAA / HITECH rules

and standards as applicable to patient medical records, patient care, and diagnostic testing to include but is not

limited to patient medical charts, radiology reads/results and other protected health information (PHI).

3. Works in cooperation with facility Administration to ensure Business Office and associated departments operate

within the compliance standard with Federal, State and applicable accrediting agencies.

4. Shall fully comply with the guidelines set forth in the Infection Control and Patient Safety Programs.

RISK MANAGEMENT/QUALITY ASSURANCE

1. May be asked to assist in the compilation and maintaining of financial reports, patient census and other reports

as requested by supervisor or Administration.

2. Reports any violations of policies and procedure, including any incidents of employee and / or patient safety to

supervisor.

3. Works in cooperation with other administrative and facility staff to ensure overall departmental compliance topics

and matters directly and indirectly related to quality assurance; risk management and life safety as applied to

patient care and employee safety.

ENVIRONMENT OF CARE/LIFE SAFETY

1. Abides by the Safety and Environment of Care policies and procedures of the facility.

2. Participates in disaster and fire drills as required by the facility. Knows assigned role in the event

of declared disaster that results in evacuation of facility.

3. Assists in maintaining adequate level of office supplies in for the registration department for

efficient operations.

4. Takes steps and performs duties to ensure that work area is clean and free from hazards.

5. Reports equipment malfunctions and hazards to supervisor.

OTHER ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

1. Must be adaptable to varying working conditions that may change with or without advance notice.

2. Attends monthly staff meetings, in-services and/or department meetings as required by the facility. Must attend

80% of all mandatory meetings within a one (1) year period of time. Notice of absence from any mandatory

meeting must be submitted to the Front Office Manager.

3. Must be able to work efficiently with various levels of management, vendors, a diverse workforce and patients

from various demographic backgrounds.

4. May be required to attend workshops and training classes as required by Administration.

5. Abides by company policies and procedures and complies with all applicable State, Federal and local laws,

requirements of all Federal and State regulatory agencies and requirements of any applicable accreditation

agencies.

6. Takes reasonable measures to ensure that overtime is minimized

7. In order to ensure that department is fully operational, performs department operation duties daily and as needed.

8. Routinely participates in various activities reinforcing reasonable and sound work activities that supports the

goals of the company by performing various assigned tasks.

9. Demonstrates the ability to exercise sound judgment; apply effective written and oral communication techniques

with all business contacts to include but not limited to employees, vendors, other members of administration,

patients, physicians and the general public.

10. In conjunction with the other administrative and other designated clinical staff, is engaged in work productivity in

the freestanding emergency room.

11. Maintains confidentiality of patient and employee related issues.

12. Treat all patients, visitors, and other business contacts and staff members fairly and with respect.

13. Upholds and enforces patient rights.

14. Regular attendance and compliance with attendance standards is required.

15. Takes care to perform duties and task which operate within the budget set forth by the Governing Board.

16. Position is subject to require overtime. Such position may include being required to work extended hours during

the week, weekends, and holidays and during periods in which a state of emergency has been declared.

Competencies

To perform this job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information.

Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving

situations; Uses reason even when dealing with emotional topics.

Technical Skills - Objectively assesses own strengths and weaknesses; Pursues training and development

opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Patient/Customer Service - Manages difficult or emotional patient/customer situations; responds promptly to

patient needs; solicits patient feedback in an attempt to achieve an optimum level of patient care

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without

interrupting; keeps emotions under control; remains open to the ideas of others; and is willing to try new solutions

and options

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens for and seeks

proper clarification; responds well to questions asked; demonstrates excellent group presentation skills;

participates in meetings and enrichment discussions

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing

style to meet appropriate needs; presents numerical data effectively and legibly; and is able to read and interpret

written information

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to the views of

others; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of the team

above his/her own interests; able to build morale and group commitments to goals and objectives; supports

everyone's efforts to succeed

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively

influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Quality - Looks for ways to improve and promote quality; demonstrates accuracy, excellence and attention to

detail

Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences;

respectfully helps to educate others on the value of diversity; promotes a harassment-free environment

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively

influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and

ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and in a

timely manner; supports the goals and values of the organization; benefits organization through outside activities

and representation of the company; supports affirmative action and respects diversity

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths

& weaknesses

Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and

explains reasoning for decisions; includes appropriate people in decision-making process

Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles;

measures self against standard of excellence

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently

Professionalism - Approaches others in a tactful manner; works well under pressure; treats others with respect

and consideration regardless of their status or position; accepts responsibility for his/her own actions

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies

feedback to improve performance; monitors own work to ensure quality and excellence

Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works

efficiently.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond

guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach

or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when

absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds positively to management direction; takes responsibility for own

actions; commits to long hours of work when necessary to reach team and/or company goals

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes

independent actions and calculated risks; looks for and takes advantage of opportunities for growth, improvement

and/or achievement; asks for and offers help when needed

Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates

suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a

manner that gets others' attention.

Qualifications; To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

Education:

High School Graduate or GED equivalent, must be able to produce copy of diploma or official transcript

College preferred but not required.

Proficiency of Microsoft Office applications including Word /Excel / Outlook and internet navigation

programs required.

Physical Demands: The physical demands described herein 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.

While performing the duties of this Position, the employee is regularly required to sit, stand and walk for periods ranging

from 6 to 12 hours at a time. Use hands and fingers, handle, or feel; reach with hands and arms; sit, climb or balance;

stoop, kneel, crouch, or crawl; talk and hear. The employee must frequently lift and/or move more than 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth

perception and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee

encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts and risk of

electrical shock. The employee is occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and risk

of radiation. The employee may be exposed to various contagious diseases or conditions that have the potential of being

physically, emotionally, and/or psychologically harmful. The noise level in the work environment is usually moderate.