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Patient Services Associate

3 months ago

Norwalk, United States Norwalk Community Health Center Full time

**Summary**:
**Clinical Services Representative (CSR) Essential Duties/Responsibilities**:
1. Appropriately performs all reception responsibilities in accordance with established protocols regarding scheduling, patient check-in, verification of insurance coverage, documentation and authorization of insurances using PM system. Enters data in a health information system with high accuracy and mínimal error. Meets or exceeds NCHC standard for error rating in the patient registration information.

2. Provides phone and administrative coverage in department. Answer and direct a high volume of incoming calls as a first point of contact for the department. Performs proper phone etiquette with self-identification, answers the phone within two rings, and sends appropriate messages to the team.

3. Collaborates with clinical support team (i.e. Providers, MA’s and Nurses) and can anticipate and proactively work to meet their needs in addressing as well as the patient needs.

4. Listens effectively to our patients’ requests and promptly take the necessary actions to assist them and communicates unexpected service delays.

5. Works as a liaison between operational and clinical team, patients, outside providers, and other healthcare professionals. Serves as the first point of contact for patient clinical inquiries, assists navigating the patient through the facility and the healthcare systems, and at times will may require patient advocacy.

6. Completing various clerical tasks associated with customer service in a timely manner, including mailing, filing, faxing, correspondence, and other record keeping functions

7. Complies with attendance at all NCHC mandated trainings

8. Ability to provide medical reception coverage for Adult Medicine, OB/GYN, Pediatrics or Mental Health as needed. This position may also float to the call center or front desk

9. Reaches out as appropriate to internal departments for assistance via the proper forms of communication with patient issues (i.e. billing, social services, and front desk).

10. Maintains an organized, welcoming, and calm and safe environment. Able to handle multiple tasks simultaneously while maintaining a professional appearance in a high-paced environment.

11. Promotes a teamwork environment and interactions with others courteously and professionally and will be considerate, cooperative, and helpful to every staff member to assure quality services

12. On a daily basis, exhibits excellent customer service skills to external and internal customers at all times with a focus on quality of care and teamwork that focuses on the needs of the business. Will be conscious of the communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.

13. Adheres to customer service policies make our goal to exceed the expectations of all of our customer groups and strive to commit to adhering to our values and mission on a daily basis.

**Front Desk Essential Duties/Responsibilities**:
**1. **Appropriately performs all reception responsibilities in accordance with established protocols regarding scheduling, verification of insurance coverage, phone messages and authorization of insurances using PM system. Enters data in a health information system with high accuracy and mínimal error Meets or exceeds NCHC standard for error rating in the patient registration information.

**2. **Able to handle multiple tasks simultaneously while maintaining a professional appearance in a high-paced environment.

3. Listens effectively to our patients’ requests and promptly take the necessary actions to assist them. Communicate unexpected service delays. Effectively communicates in a businesslike manner to providers, patients, and team members as need changes to daily workflows.

**4. **Consistently follows established procedures for collecting outstanding patient balances and documentation. Informs and counsels patients of outstanding balance before booking new appointments. Monitors self-pay payments/payment arrangements to meet or exceed goals for collection or receipt of payment agreement daily..

**5. **Exhibits complete knowledge of and complies with all established protocols for daily reconciliation and balance corrections. Meets or exceeds NCHC accuracy standard in reconciliation and compliance with securing monies. Meets or exceeds NCHC standard for error rate in a post-scheduler match.

**6. **Maintains an organized, welcoming, and calm and safe environment.

**7. **Complies with attendance at all NCHC mandated trainings.

**8. **On a daily basis, exhibits excellent customer service skills to external and internal customers at all times with a focus on quality of care and teamwork that focuses on the needs of the business. Will be conscious of the communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.

**9. **Completing various clerical