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Lead Patient Assistance Specialist
3 months ago
1. Communicates with patients in a courteous and professional manner in face-to-face encounters and via the telephone. Answers telephones, screens and routes incoming calls, takes messages and delivers information electronically.
2. Promotes the Team-based Care Model by participating in daily huddles and Patient Centered Medical Home bi-weekly team meetings to communicate and collaborate on patient issues and needs.
3. Checks in patients for acute clinic, appointments, or other visits. Verifies all demographic information and insurance. Notifies nursing staff and providers of arrival of patient through EMR.
4. Facilitates verification of patients insurance. Copies insurance card and places it under patient demographics on their info page; contacts the billing specialist if needed.
5. Scans immunization records when patient is being seen at the Pediatric office.
6. Checks out patients and schedules follow up appointments and also prints-out patient visit summary.
7. If medical record transfer is needed, provides forms and helps patient complete the form once they provide ID.
8. Collects money for co-payments and applies to patient's account and prints a receipt for the patient.
9. Balances money collected from co-payments and patients' bill balance; completed transactions put in the safe in the evening.
10. Responsible for accurate accounting of the cash drawer and logging at determined times of the day (morning, noon, evening). Two signatures are required.
11. Assists patients with completion of the Reduced Fee application process, clearly understanding the process and following consistently.
12. Reviews completed demographic forms and the data entered by other Patient Assistance Specialists (PAS) members for accuracy.
13. Collects data for patient complaints and works to resolve issues within their scope; refers more complex situations to PES team member.
14. Works with the Front Office Supervisor to coordinate schedule blocks, training new employees, and relay of updates and/or necessary information from FOS to other PAS staff.
15. Arranges schedule and ensures there is adequate coverage for the site; approves time off and covers the office or arranges for coverage of the office when there are absences.
16. Orders Office Supplies.
17. Administers new hire performance checklists and yearly performance evaluations with PAS members at their assigned site.
18. Deletes payments or documents from EMR for PAS members when necessary.
19. Coordinates with Associate Director of Patient Access or appropriate administrative staff for needed tech support.
20. Physical attendance is an essential element of the job and necessary to perform the essential functions of the Patient Assistance Specialist position
21. Performs other duties as assigned.
Other Functions:
1. Employee will abide by the Code of conduct as documented in the Corporate Compliance Manual.
2. Must demonstrate a personal and professional commitment to Johnson Health Center and its mission.
3. Treats all patients and staff with dignity and respect, mindful of the cultural differences of the diverse population we serve.
4. Management may modify, add or remove any job functions as necessary, or as changing organizational needs require.
JHC Core Values:
Staff members must actively demonstrate dedication and commitment to the core values of JHC.
1. Respect - We value and respect each patient, their family, ourselves, and each other.
Every individual associated with Johnson Health Center will be treated with dignity and
respect. We value and respect people's differences, show empathy to our patients, their
families and each other, and work collectively to build Johnson Health Center as a health
center and an employer of choice.
2. Integrity - We are committed to doing the right thing every time.
Our actions reflect our commitment to honesty, openness, truthfulness, accuracy and ethical
behavior. We are accountable for the decisions we make and the outcome of those decisions.
3. Excellence - We will pursue excellence each and every day in activities that foster, teamwork, quality improvement, patient care, innovation, and efficiencies.
At Johnson Health Center, our medical, dental, pharmacy, behavioral health, front desk and
administrative teams are passionately committed to the highest quality of care for our
patients. We continually seek out ways to enhance the patient experience and promote an
environment of continuous quality improvement.
4. Innovation - We value creativity, flexibility, and continuous improvement efforts.
We are advocates and instruments of positive change, encouraging employees to engage in
responsible risk-taking and working to make a difference. Out of the box thinking enables us
to build on successes and learn from failures.
5. Teamwork - We understand that teamwork is the essence of our ability to succeed.
We work across functional boundaries, embracing diversity, for the good of the organization.
Our collaborative approach ensures a culture of participation, learning and respect and
serves to improve the quality of patient care. By focusing on a team-based approach, the
expertise of each Johnson Health Center employee is leveraged to optimize the patient
experience.
Qualifications:
1. High School diploma or equivalent.
2. Some medical office experience preferred.
3. Minimum 9 months experience at Johnson Health Center
4. Some experience leading a team of approximately 4-10 people.
5. Working knowledge of MS Office products and ability to learn and/or previous experience with other computer related applications such as electronic medical records.
6. Excellent oral and written communication skills.
7. Working knowledge of office equipment, i.e., scanners, printers, copy machines, telephone system, fax machine, credit card machine.
Physical Demand and Working Environment:
Fast paced office setting with travel to other offices often. Lifting and/or exerting force up to 25 pounds occasionally, with frequent moving of objects. Work requires speaking, sitting, bending, walking, standing, hearing, and stooping, kneeling, and repetitive motion with certain activities. Extended hours of constant computer usage. OSHA low risk position.
