Front Desk

3 weeks ago

Orlando, United States Health Care Center for the Homeless Full time
Job DescriptionJob Description

Title: Patient Service Representative

Reports to: Lead PSR/Operations Manager

Status: Non-Exempt

Work Schedule: Days and Times will vary

Position Summary: Patient Service Representatives (PSR’s) are the first contact for all patients, visitors, volunteers, and staff entering the clinic. They are responsible for maintaining a cordial, comfortable, and professional environment. PSR’s facilitate the registration and processing of each patient from check-in to check-out. PSR’s assist with the day-to-day needs of clinic patients and visitors. Front desk support services include, but are not limited to medical records, charge review & entry, appointment scheduling, & patient advocacy.

Responsibilities & Expectations:

  • Open secured front office area by 7:45am each business day.
  • Retrieve & return patient voicemails mid-morning & at close of business.
  • Register all new & established patient accounts for services.
  • Verify eligibility and benefits for each patient 1-day in advance.
  • Review patient financial responsibility for medical, behavioral health, & pharmacy services during the initial registration process & annual renewal.
  • Collect co-payment fees according to the sliding fee schedule.
  • Monitor front lobby area for emergencies.
  • Collect & scan all registration required forms necessary to verify identify, proof of income, and residency.
  • Daily appointment confirmation calls for behavioral health patients 1-day in advance as applicable.
  • Reschedule medical & behavioral health appointments as directed.
  • Balance open journal by reviewing & comparing all daily collections to the open journal report for accuracy & even balance.
  • Answer calls utilizing the Front desk telephone etiquette, take detailed messages, provide general information regarding services, and route all incoming calls to the appropriate staff or department.
  • Provide community resources to patients not eligible or inappropriate for our services.
  • Distribute and collect patient satisfaction surveys monthly.
  • Analyze & evaluate all medical record requests in accordance with departmental policies & procedures.
  • Enter & scan original medical record request into the patient electronic medical record.
  • Ensure all medical records are accurate and complete prior to disclosing information according to department policy.
  • Reports all HIPAA violations and/or potential risks related to the release, use, and/or maintenance of medical records to the Privacy Officer.
  • Able to lead, guide, and train staff, student employees, interns, and/or volunteers performing tasks involving patient health information.
  • Performs miscellaneous job-related duties and/or functions as assigned.
  • Assist medical staff with patient examinations and procedures under their supervision.
  • Perform basic medical tasks such as taking vital signs, recording medical histories, and preparing patients for examinations.
  • Administer injections or medications as directed by medical staff.
  • Prepare treatment rooms for patient examinations, keeping them clean and organized.
  • Provide patient education regarding medical procedures, medications, and health maintenance.
  • Ensure accurate documentation of patient information and medical procedures in electronic medical records.
  • Collaborate with other healthcare professionals to ensure coordinated patient care.
  • Maintain compliance with all medical protocols, including infection control procedures and HIPAA regulations.
  • Continuously update knowledge and skills through training and professional development opportunities.

Requirements, Education and Licensure:

  • High school diploma/GED with 2 to 4 years' experience related to the duties and responsibilities specified above
  • Preferred Medical Assistant familiar with front desk operations within a community health center or physician practice environment
  • Prefer Certified Health Information Technician
  • General knowledge of medical & managed care terminology
  • Excellent verbal and written communication skills
  • Knowledgeable of state and federal laws regarding HIPAA and patient privacy practices
  • Ability to operate standard office equipment such as fax, copier, printer, etc.
  • Ability to investigate & analyze information to draw conclusions
  • Certified Medical Assistant or must be certified within 6 months of hire
  • Basic knowledge of Microsoft Word, Excel, and Electronic Medical Records (EMR)

Skills And Abilities:
  • Ability to read and interpret medical procedures and terminology.
  • Ability to exercise independent judgment;
  • Excellent written and verbal communication skills to prepare reports and related documents and to maintain working relationships with physicians and other staff.
  • Ability to maintain confidentiality.

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