Patient Service Representative

Job Title: Patient Service Representative (PSR) – Front Office

Position Class: Non-Exempt

Supervision Received: Manager

Supervision Exercised: None

Pay Range: $13.50 hr.- $18.50 hr.

General Summary:

Member of CCHS Care Team responsible for documenting patient demographic information, statistical information, and billing information in the practice management system. PSR also registers patients for medical and behavioral health visits and creates Encounter Forms which communicate patient's current payer information to the provider. PSR checks out patient at the end of the visit, schedules follow up patients as requested by the provider. PSR also documents provider's order for return labs. PSR receives incoming patient calls as necessary to assist Patient Communication Coordinator, and makes appointment reminder calls to patients daily. Provides patient with general information regarding CCHS sliding fee programs, as well as other resources such as BCCSP, Family Planning, etc.

Core Duties and Responsibilities, which include the following and other duties as assigned:

• Document patient demographic information, statistical information and billing information in the practice management system.

• Collect patient co-payments and payments on patient accounts. Reconcile daily receipts and prepare deposits.

• Register patients for medical and behavioral health visits, create encounter forms which communicate patient's current payer information to providers and support staff.

• Check-out patient at end of the visit, schedule follow-up visits and return lab studies ordered by the provider.

• Communicates by phone or in person with other member of the Care Team regarding walk-in patients, scheduling concerns, patient requests.

• Receive in-coming telephone calls or communications in the electronic health record (i.e."tasks") from patients or caregivers regarding care needs or concerns. Assures patient that their needs will be addressed and follows-up on pending requests on behalf of the patient and caregiver.

• Create communications in the electronic health record to medical provider or other members of the Care Team as appropriate, documenting essential elements in a task in the electronic health record. Communicate with Care Team members regarding work flow, special needs of patients who are registering.

• Review tasks in the electronic health record from medical providers, execute provider orders and communicate with patients or caregivers by telephone or in writing.

• Manage tasks in electronic health record to assure that all pending patient or caregiver requests are receiving timely responses.

• Learns if patient has any special barriers to care such as financial or transportation.

Identify financial barriers or concerns of patients, communicates to provider and Care Team as appropriate. Refer patient to CCHS Patient Assistance and offer application for Sliding Fee program as well as other resources such as Family Planning, BCCSP.

• Provide patients or caregivers emergent care instructions in the event of emergent complaints, following CCHS emergent care guidelines.

• Participates in weekly Extended Team Huddles on a rotational basis with other PSR's to discuss complex patients, process and quality improvement needs.

• At CCHS, we are deeply committed to fostering a culture of community engagement and support, a principle that guides not only our patient care but also our team dynamics. Our dedication to community focus is reflected in our collaborative and educational initiatives, which are designed to enrich both the professional growth of our employees and the learning experiences of future healthcare professionals. The employee is actively encouraged and expected to embrace opportunities to mentor and guide students from a diverse array of schools and programs in the forms of job shadowing and on-site instructional learning as part of a structured educational program.

Qualifications – Skills and Abilities:

To perform the Patient Service Representative position successfully, the PSR must demonstrate core competencies in the following areas:

• Basic keyboarding and PC skills, Windows skills including WORD

• Use of printers, copiers and fax equipment

• Navigation of a Windows based electronic health record

• Knowledge of Practice Management System software and CCHS documentation guidelines.

• Knowledge of CCHS scheduling guidelines

• Knowledge of HIPAA regulations and patient privacy rules

• Good communication skills with patients and care-givers, including obtaining appropriate clinical information and symptoms and giving patients instructions and education as directed by the medical provider

• Good communication skills with providers and other members of the Care Team, confidence as member of Care Team

• Good time management skills; assisting in keeping on time with schedules

• Good critical thinking and problem solving skills; good follow-through

• Proper medical documentation skills, including knowledge of ICD coding

• Interpreting medical provider orders and instructions

• Ability to remain calm and to manage difficult communications with patients or caregivers

• Ability to follow CCHS procedures and guidelines for triaging urgent and emergent care needs

• Ability to learn advanced training objectives such as CCHS adopted preventive care and chronic care guidelines

Education and Experience:

High School Graduate or GED

Graduate of Recognized Medical Assistant Program preferred

One Year Experience if not Graduate of Recognized Medical Assistant Program

Certificates, License, Registration:

National Certification preferred

Physical Demands:

Although most of the workday is spent sitting, the workday may include activities such as standing, walking, reaching, bending and lifting. Requires full range of body motion, including assisting in the lifting of patients manually. The employee may occasionally lift and/or move up to 20 pounds, and occasionally lift and move up to 50 pounds. Eye-hand coordination and finger dexterity. Requires corrected vision and hearing to normal range. Working with ill patients and their caregivers may be stressful.

Environmental/Working Conditions:

Primary Care Health Center with combination of office and exam room settings. Frequent exposure to communicable diseases, body fluids, sharp instruments and needles, cleaning chemicals, medicinal preparations. May require working extended shifts and hours as necessary.