School Based Patient Services Representative

Job Description

Job Description

JOB TITLE :

School-Based Patient Services Representative

FLSA STATUS : Non-Exempt

DEPARTMENT : School Based Health

SUPERVISED BY :

Health Programs Manager

I. POSITION FUNCTION SUMMARY

Under the general direction of the Director of School-Based Health and direct supervision of the Health Programs Manager, the School-Based Patient Services Representative (PSR) serves as an initial point of contact for all patients and visitors of Hawaiʻi Island Community Health Center (HICHC) School Based Health Centers (SBHC). They play a vital role in creating a positive, welcoming atmosphere for students, patients, school staff, and visitors to the health center. They are responsible for performing a variety of front office activities : answering inbound calls, registering new patients, scheduling and confirming appointments, and contacting patients by phone.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES

This position may have various work assignments within HICHC. This description is intended to be generic in nature, and as such it does not detail all duties and responsibilities of the particular job assignment. Various duties, responsibilities and accountabilities may be assigned to an incumbent in this position depending on the specific job assignment, and may include but not be limited to the following :

Patient Reception

• Greets new and returning patients and clients entering the health center and checks them in for scheduled and walk-in appointments.
• Updates patient records to verify contact information.
• Greets other visitors to the health center and directs them to the appropriate offices or individual staff.
• Provides general information to patients and visitors concerning functions of HICHC.
• Answers the telephone and connects callers to the appropriate offices or individual staff.
• Refers all inquiries for assessing need for urgent appointment to designated personnel.
• Schedules / reschedules / cancels / verifies new office appointments and return appointments.
• Forwards all referrals, refills, lab tests and results as necessary to appropriate personnel.
• Maintains accurate record keeping of patient visits.

Patient Registration

Other Duties

III. POSITION PECIFICATIONS

Requirements of Position

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

Knowledge, Skills and Abilities

Language Skills

Personal Characteristics

Personal characteristics include : a team player, high integrity, multitasker, communication and customer relations skills, regular work attendance, courteous and friendly, able to work well with diverse groups of people, gain and maintain the respect of others, accept HICHC mission and values.

Confidential and Sensitive Information

Because the employee has access to personal and professional data regarding individual employees and their families, personal data regarding individual patients and the families, and / or sensitive company financial data, an essential job result is the maintenance of a high level of confidentiality of the information processed by the employee. Violation of this confidence may result in disciplinary action, up to and including termination of employment.

General Remarks : The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential tasks and functions.

Environment : The noise level in the work environment is usually low to moderate. There are no known environmental hazards on the premises. Work environment is often stressful. Work is mostly inside, and normal office worker safety precautions and practices are required. Incumbent may be exposed to patients' conditions and some-unpleasant sights, smells and contagious diseases including virus, disease and infection from patients and specimens in working environment. All employees are offered the opportunity to receive the Hepatitis B vaccination series.

Equipment Use : Frequent use of telephone system and office equipment including but not limited to computer, printer, facsimile machine, copier and general office supplies. Occasional use of wheelchair, gurney and other assisted devices for patient transfers in the clinic.

Work Hours : Forty-hour work weeks. Overtime may be required. Incumbent will be scheduled based on operational need (rotate shifts, standby, AA, on-call).

Mental Demands : Duties require attention to detail, alertness, problem solving, tolerance to stress and exercising sound judgment. Duties require high tolerance and adequate coping skills for dealing with loss, grief and bereavement. Good stress reduction and management skills are essential.

V. REMARKS

The foregoing position description is not all-inclusive of the duties that may be assigned to the employee. To ensure maximum flexibility and efficiency and to encourage cross training, employees will be assigned additional duties as deemed necessary or desirable by HICHC.

I have read my Position Description and understand my assigned responsibilities and have been given a copy of this Position Description. I also understand that the Board of Directors and management of the Hawaiʻi Island Community Health Center cannot guarantee my employment, and that HICHC can change compensation, benefits, and conditions of my employment at any time and at its full and sole discretion. I also certify by my signature below that I am able to perform the essential functions of this position description either with or without a reasonable accommodation.