Patient Services Representative

JOB TITLE: Patient Services Representative – Level 1
Fair Labor Standards Act (FLSA) Status:
Non-exempt

Reports to:
Patient Access Manager

JOB SUMMARY:
The Patient Services Representative (PSR) – Level 1 promotes a high level of customer service and facilitates a caring, compassionate environment for patients. The PSR works to balance the needs of patients with the needs of the clinic. The PSR is responsible for greeting, the scheduling and registration of patients, and documenting accurate information for into Spectra's electronic medical record. The PSR position requires the ability to multitask while maintaining accuracy. The PSR will work to facilitate an efficient appointment process. The PSR - Level 1 reports directly to the Patient Access Manager.

Organizational Philosophy

• Privacy & confidentiality: Maintain strict adherence to privacy and confidentiality protocols, ensuring the protection of both patient and employee information in accordance with Spectra Health's policies.
• Champion organizational values: Promote and embody Spectra Health's core values of Compassion, Trust, Respect, Equity, and Inclusivity in all interactions and decision-making processes.
• Culture of safety: Foster a culture of safety; proactively addressing hazards, incidents, and security concerns while contributing to a positive and safe work environment for employees and patients.
• Teamwork & collaboration: Approach teamwork with a positive and collaborative mindset, building strong relationships across departments and sharing knowledge and experiences to enhance overall organizational effectiveness.
• Be part of the solution: Actively support organizational change, offering solutions, participating in leadership initiatives, and championing efforts that align with Spectra Health's evolving mission and goals.
• Patient-centered decision making: Prioritize the best interests of Spectra Health's patients, ensuring quality care and positive outcomes.
• Training & meetings: Complete mandatory training requirements and attend at least 80% of departmental meetings to stay informed and aligned with organizational goals and policies.
• Policy adherence & compliance champion: Strictly adhere to all Spectra Health policies and procedures, and act as a departmental advocate for Spectra Health's Compliance Program activities.

Essential Job Functions

• Greet all patients, visitors, and co-workers in a professional, friendly, and respectful manner.
• Schedule patient appointments.
• Facilitate patient registration and the patient appointment process from check-in through check-out.
• Verify and update patient demographics at the time of patient visits.
• Keep complete and accurate records of patient information in the appropriate medical records system.
• Verify current insurance and co-pay information with patients and/or other systems. Collecting co-payments, nominal fees, and balances due as applicable.
• Communicate courteously and effectively on the phone and in person.
• Obtain patient consent forms and appropriately document signatures on file.
• Assist nursing and dental staff throughout the patient appointment process.
• Answer the phone, transfer calls appropriately, and record accurate messages as needed.
• Assist with the distribution of courier mail and faxes to appropriate persons.
• Collect SpectraPlan information from patients and update patient records as needed.
• Make reminder calls to patients for upcoming appointments.
• Resolve registration issues in the medical records system as needed.
• Work with interpreters as needed for patient appointments.
• Support staffing as needed in both Spectra Health primary clinic locations (Grand Forks and Larimore North Dakota).
• Contribute to organizational improvement activities by maintaining satisfactory performance on departmental key performance indicators (KPIs).
• Perform other duties as assigned.

Required
JOB QUALIFICATIONS:

• High school diploma or the equivalent.
• Basic knowledge of Windows and Office applications.
• Previous experience in customer service or hospitality.

Preferred

• Knowledge of medical terminology.
• Experience working with refugee and transient populations.
• Past clerical experience in a health or dental care setting.
• Knowledge of EPIC electronic health record.

PHYSICAL REQUIREMENTS:
The PSR is required to sit for long periods of time; utilizing a computer for a majority of their job functions. This position also requires the ability to provide customer service in person and over the phone. Occasionally, the PSR may be asked to lift and/or move boxes or bins that weigh less than 20lbs. Concerns with physical requirements should be brought to the PSR supervisor immediately.

REMOTE WORK:
The PSR position is NOT eligible for full-time or hybrid remote work. For more information about remote work, please see HR Policy Remote Work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Spectra Health provides job opportunities, salaries and benefits, training, promotions, facilities, and other conditions of employment without discrimination based on race, color, national origin, religion, sex, age, disability, genetic information, or any other characteristic protected by federal or state laws. Spectra Health does not retaliate against applicants, employees, or former employees for filing a charge or complaint of discrimination, participating in a discrimination investigation or lawsuit, or opposing discrimination.
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