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Patient Service Representative

2 months ago

Rochester, United States Trillium Health Full time
Purpose: The Patient Services Representative (PSR), under the direction of the Manager, will serve as the first point of contact for individuals seeking community-based testing, hepatitis C treatment, and supportive services at Trillium Health. The PSR will be responsible for administrative tasks, maintaining inventory, and ensuring smooth operation of the welcome desk, following established policies, procedures, and workflows.

Key Job Responsibility Areas

  1. Welcome Desk and Advocacy
  2. Inventory Management and Programmatic Support
  3. Miscellaneous
Detail of Key Job Responsibility Areas
  1. Welcome Desk and Advocacy
    1. Serve as the face of the Trillium Health Community Prevention Services, Hepatitis C, and Supportive Services during open hours and greet all clients, patients and visitors with a smile and friendly attitude
    2. Provide information about Trillium Health services and answer any client inquiries
    3. Advocate for clients and serve as a positive role model representing Trillium Health and its mission
    4. Use the Electronic Medical Record (EMR) system to create new charts, or update existing charts for clients
    5. Ensure all confidentiality and treatment forms are signed, as well as any other documents that aid in providing comprehensive, patient centered care. This position has full access to sensitive and confidential medical records and HIV related information for patients
    6. Keep staff informed when a client has arrived and is waiting for their appointment.
    7. Update and maintain accurate client health records, including phone number, address, and demographics
    8. Follow scheduling guidelines to schedule appointments in the EMR.
    9. Initiate triage requests and internal referrals, when necessary
    10. Conduct reminder calls to patients to confirm upcoming appointments and reschedule missed appointments, when needed
  1. Inventory Management and Programmatic Support
    1. Collaborate with the manager to maintain inventory of community-based testing essentials
    2. Order necessary supplies (tests, gloves, lancets, condoms, lube) through Procurify when stock is low
    3. Ensure paper copies of testing intake and outreach forms are printed, collated, and available
    4. Sign out all tests appropriately and promptly to ensure accurate tracking of tests and expenditures
    5. Assist with any additional programmatic tasks as assigned by the manager
  1. Miscellaneous:
    1. Represent Trillium at organizational and community events in efforts to build collaborative relationships with key business partners and sponsors, and to promote the Trillium Health brand, mission and vision, when needed
    2. Requires the ability and commitment to respect and support inclusiveness and diversity including but not limited to individuals of different backgrounds, cultures, races, ages, sexual orientations, gender identities or expressions, experiences, opinions, etc.
    3. Requires individual demonstration of commitment to the One Trillium values, behaviors and business impacts and modeling them in the organization.
    4. Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information
    5. Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits, process improvement and quality improvement plans
    6. Other responsibilities or duties as needed


Qualifications

Required:
  • Minimum of a High School diploma or equivalent
  • Ability to react calmly and effectively in emergency situations
  • Ability to understand and follow verbal and written instructions
  • Ability to communicate clearly with patients and other staff
  • Good oral and written communication skills in English
  • Excellent computer and organizational skills
Preferred:
  • 1 – 3 years of experience working in a medical office or clinic
  • Medical Office Assistant Certification or other related education preferred; electronic medical record experience.
  • Bilingual skills in Spanish preferred.
  • Skill in documenting and maintaining patient care records.

Physical Requirements

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.