Healthcare Customer Service Associate
2 weeks ago
Job Title:
Patient Services Representative I
Position Code:
B06N Non-Exempt
Department:
Health Center Operations
Position Category:
Patient Support Staff (L32)
Overview:
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.Position Summary:
Under the close supervision of the Health Center Manager, the Patient Services Representative greets patients and visitors entering the health center, registers new and returning patients, and collects payments/visit deposits from patients for their visit, ensuring a supportive and responsive experience for all.
Key Responsibilities:
Patient Reception:
• Welcome new and returning patients and clients entering the health center and check them in for scheduled and walk-in appointments.
• Update patient records to verify contact information.
• Greet other visitors to the health center and direct them to the appropriate offices or individual staff.
• Provide general information to patients regarding the functions of the health center.
• Answer the telephone and connect callers to the appropriate offices or individual staff.
• Schedule new office appointments and return appointments.
• Pull and file medical charts when necessary.
• Perform other duties as assigned.
Patient Registration:
• Meet with patients to collect required personal, health, and insurance information for the permanent patient record.
• Enter accurate patient data into the computer system on a daily basis.
• Collect patients' copay/coinsurance/deductible visit deposit at the time of service.
• Maintain an accurate, balanced, locked cash bag/box, and be personally responsible for any imbalance in the daily reconciliation of cash receipts.
• Verify insurance eligibility for Medicaid, Medicare, and third-party payors.
• Verify personal income according to established guidelines for all patients.
• Follow appropriate computer downtime procedures.
• Scan patient registration documents as directed.
Qualifications:
Minimum Education and Experience:
• High School graduate or GED certificate.
• Three to six months related experience and/or training is required.
• Bi-lingual English/Spanish is preferred.
Knowledge, Skills, and Abilities:
• Knowledge of patient registration procedures and documentation.
• Receptionist skills.
• Demonstrates knowledge of applicable patient-related forms and programs.
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Knowledge of planning and scheduling techniques.
• Knowledge of pre-certification requirements, procedures, and documentation of third-party medical insurance payors or other patient healthcare funding programs.
• Ability to analyze and solve problems.
• Skill in the use of personal computers and related software applications.
• Appropriate knowledge and familiarity with various compliance programs and elements.
• Ability to maintain quality, safety, and/or infection control standards.
• Basic knowledge of general office procedures to include filing, copying, and faxing.
• Ability to use a multi-line telephone to schedule appointments.
• Ability to use a computer to enter patient data and retrieve information to generate reports and payment receipts.
• Ability to work on multiple tasks within established deadlines.
• Ability to work under the direction of a supervisor and follow instructions for work completion.
• Ability to take the initiative to resolve patient concerns and problems.
• Able to work well with diverse groups of people.
Physical Characteristics/Working Conditions:
A person in this position has sufficient time to complete most tasks although under pressure depending on patient and organization demands. There are frequent opportunities to relax from any physical exertion or to change position in work activities.
Physical Effort and Dexterity:
Good dexterity to operate personal computer and office equipment. Occasional lifting and carrying related to office duties.
Machines, Tools, Equipment required to be operated:
Capable of using office machines and personal computers for word processing, data entry, and spreadsheet applications.
Visual Acuity, Hearing, and Speaking:
Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.
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