Position Summary:
The Health Information Clerk & Patient Service Representative plays a dual role in ensuring the efficient handling of patient health information and providing outstanding front-desk administrative support. This individual is responsible for maintaining accurate and confidential medical records, managing release of information requests, and supporting patients through the registration, check-in, and check-out processes.
Job Responsibilities:
Health Information Management:
- Accurately index and file scanned documents into the patient's electronic medical record (EHR).
- Monitor and process medical record and scanner/filer tasks.
- Request, receive, and scan external medical records (from hospitals or other providers) into the EHR.
- Process and fulfill requests for release of information, subpoenas, or insurance audits while ensuring compliance with HIPAA.
- Verify patient identity and validate authorization for record release.
- Maintain and update the medical records transfer log and "release of information" log.
- Assist the Quality Improvement (QI) department with insurance chart audits.
- Ensure protection and confidentiality of all patient information.
- Perform general clerical tasks and chart assembly as needed.
- Distribute incoming/outgoing interoffice mail, postal mail, and faxes.
- Provide backup support to other sites as needed.
Patient Services Representative:
- Greet and register patients in a professional, courteous, and timely manner.
- Verify and update patient demographics and insurance information.
- Collect co-payments and balances due; provide receipts and balance cash drawer daily.
- Schedule new, follow-up, and recheck appointments per TAPM guidelines.
- Inform patients of financial responsibilities and verify insurance eligibility in coordination with insurance staff.
- Maintain a neat and orderly waiting area; support closing procedures such as turning off equipment and locking the front door.
- Interpret and translate for patients and staff as needed.
- Answer incoming phone calls and direct them appropriately following TAPM phone etiquette.
- Document and route triage calls to the clinical staff.
- Notify the clinical team of patient arrival via tracking system.
- Print immunization records as requested and assist patients with necessary forms or requests.
- Prepare daily reports for "no shows" and coordinate follow-up with community agencies.
- Compile recall list updates and provide reports to supervisor.
Minimum Qualifications:
- High school diploma and one year of medical or general office experience preferred.
- Must be proficient with Microsoft applications.
- Strong interpersonal skills are necessary.
- Must have the ability to plan, organize and complete assignments.
- Must have a working knowledge of computers.
- Must have the ability to deal tactfully with hospital personnel and physicians.
Knowledge, Skills and Abilities:
- Understanding of TAPM's mission & vision.
- Good communication skills: verbal, listening, interpersonal.
- Organizational skills with ability to multi-task.
- Accuracy with strong attention to detail.
- Problem-solving skills with ability to manipulate schedule as needed.
- Time management and prioritization skills.
- Ability to maintain professional demeanor and appearance.
- Strong patient care/customer service orientation with ability to demonstrate care and patience.
- Positive attitude with ability to work independently and in a team setting.
- Flexibility with ability to adapt to change.
Preparation and Training:
Job duties require a high school education with additional specialized courses in medical terminology. Must have a working knowledge of billing codes, data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain effective written and oral communication/English skills. Must maintain a current NC drivers license for outside travel. Experience in HER (required).