Patient Service Representative

Answer calls utilizing services and telephone etiquette, take detailed messages, provide general information regarding services, and route all incoming calls to the appropriate staff or department. It is the desire of the administration that all staff members enjoy providing care to patients of Embrace Health, Inc and will make all efforts to ensure the success of patients, providers, and the entire organization.

Patient Service Representative


Job Description


Job Title: Patient Service Representative                                
Classification: Non-Exempt
Team Assignment: Medical Department-Front Desk                                                   
Reports To: Medical Administrative Assistant


Purpose: Patient Service Representatives (PSR's) are the first contact for all patients, visitors, volunteers, and staff entering the clinic. They are responsible for maintaining a cordial, comfortable, and professional environment. PSR's facilitate the registration and processing of each patient from check-in to check-out. PSR's assist with the day-to-day needs of clinic patients and visitors. Front desk support services include, but are not limited to medical records, charge review & entry, appointment scheduling, & patient advocacy.


ESSENTIAL JOB DUTIES


1.                Open secured front office area by 8:30am each business day.
2.                Retrieve & return patient voicemails mid-morning & at close of business.
3.                Register all new & established patient accounts for services.
4.                Verify eligibility and benefits for each patient I-day in advance.
3.                Review patient financial responsibility for medical, behavioral health, & pharmacy services during the initial registration process                        & annual renewal.
6.                Collect co-payment fees according to the sliding fee schedule.
7.                Monitor front lobby area for emergencies.
8.                Collect & scan all registration required forms necessary to verify identify, proof of income, and residency.
9.                Daily appointment confirmation calls for behavioral health patients 1 -day in advance as applicable.
10.             Reschedule medical & behavioral health appointments as directed.
11.             Balance open journal by reviewing & comparing all daily collections to the open journal report for accuracy & even balance.
12.             Answer calls utilizing services and telephone etiquette, take detailed messages, provide general information regarding services,                     and route all incoming calls to the appropriate staff or department.
13.             Provide community resources to patients not eligible or inappropriate for our services.
14.             Distribute and collect patient satisfaction surveys monthly.
15.             Analyze & evaluate all medical record requests in accordance with departmental policies & procedures.
16.             Enter & scan original medical record request into the patient electronic medical record.
17.             Ensure all medical records are accurate and complete prior to disclosing information according to department policy.
18.             Reports all HIPAA violations and/or potential risks related to the release, use, and/or maintenance of medical records to the                             Privacy Officer.
19.             Able to lead, guide, and train staff, student employees, interns, and/or volunteers performing task involving patient health                                 information.
20.             Performs miscellaneous job-related duties and/or functions as assigned.


EDUCATION/WORK EXPERIENCE


     High school diploma/GED with 2 to 4 years experience directly related to the duties and responsibilities specified above


     Preferred Medical Assistant familiar with front desk operations within a medical clinic or physician practice environment.


     General knowledge of medical & managed care terminology


     Excellent verbal and written communication skills


     Knowledgeable of state and federal laws regarding HIPAA and patient privacy practices


     Ability to operate standard office equipment such as fax, copier, printer, etc.


     Ability to investigate & analyze information to draw conclusions.


     Able to multitask in a high functioning environment.


     Basic knowledge of Microsoft Word, Excel, and Electronic Medical Records (EMR) 

     Spanish and/or Creole speaking a PLUS


 
To fulfill our mission of providing high quality health care services to our patients and establishing the organization as the gold standard of community, it is vital each team member understands their role and responsibilities.


Each staff member will execute these standards of care in a manner that demonstrates care and concern for patients, staff, and the organization. Failure to comply with these standards and fulfill the requirements of the job description will result in disciplinary action for the employee to include verbal and/or written reprimand, suspension, or termination.


It is the desire of the administration that all staff members enjoy providing care to patients of Embrace Health, Inc and will make all efforts to ensure the success of patients, providers, and the entire organization.