Call Center Patient Services Representative

4 weeks ago

Shelbyville, United States Primary Care and Hope Clinic Full time

Reports To: Office Manager

Employee Status: Non-Exempt (Regarding Overtime)

Position Summary: Under general supervision, but in line with established PC&HC policies and procedures, provide a variety of patient service functions.

Essential Functions

  • Represent PC&HC to the patients in a courteous and professional manner. Provide prompt, efficient and accurate patient service.
  • Greet, assist and direct patients appropriately.
  • Assist patients in making appointments with assigned provider in accordance with PC&HC's Scheduling Guidelines.
  • Answer telephone, screen calls, provide information to patients and other callers in Call Center as directed.
  • Maintain a strong customer focus while working collaboratively within the teams multiple demands and patient needs.
  • Treat all patient information confidentially and in accordance with established HIPAA regulations.
  • (moved above)
  • Obtain and enter all necessary demographic and insurance related information needed as record for registration and billing of all patients' visits.
  • Coordinate information from patients to ensure accurate billing and maximum reimbursement.
  • Establish a new electronic patient account/record and accurately enter all patient information into the computer system according to established procedures.
  • Update and correct patient account information in the computer system. Verify insurance coverage eligibility prior to the provision of services according to established procedures.
  • Inform patient of co-pays and deductibles prior to scheduled services.
  • Prepare and issues receipts, process credit card payments. (does this need to be deleted?)
  • Provide information on account status.
  • Improve the patient experience and health care processes and help assure the provision of high quality health care, as well as an ongoing process of performance improvement.
  • Maintain a work area that reflects a professional environment at all times.
Marginal Functions
  • Fill-in at front office as needed.
  • Assist in the opening and closing security procedures of the building.
  • Fill-in for absenteeism, including at other PC&HC locations.
  • Perform all other duties as required or assigned.
Requirements
  • Must be 18 years of age or older.
  • Must have a High School diploma or equivalent.
  • Must have ability to manage a fast paced environment without sacrificing efficiency and accuracy.
  • Must have customer service experience and use proper phone etiquette.
  • Must follow all HIPAA and OSHA requirements.
  • Must be able to operate or have ability to be trained to operate office equipment, including phone system.
  • Must be supportive of our mission in order to provide healthcare to the underinsured and uninsured.

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