PATIENT SERVICE REP - Tuscarawas Regional Health Center

GENERAL STATEMENT OF DUTIES:  Provide patient-focused service related to each patient encounter.  Patient-focused tasks include greeting patients, scheduling appointments, validating information, and the collection of copayments.     

ORGANIZATIONAL  RELATIONSHIPS:  Reports directly to Department Coordinator

Duties performed in this position include but are not limited to the following:

1. Prepares for patients arrival.
2. Obtains chart 1-2 day(s) prior to appointment.  (Depends on Dept. requirement.)
3. Review insurance for referral and/or copayment requirements.
4. Demonstrates understanding of customer service.
5. Greets patients and visitors in a prompt, courteous, and helpful manner.  Establishes eye contact with customer.
6. Communicates in professional and friendly manner.
7. Acknowledges visitors and accurately responds to routine requests for information.
8. Checks patients in by completing the following tasks:
   1. verification of patient demographics
   2. confirmation of and updating insurance information
   3. initiation of required changes as necessary
   4. notifying clinical personnel of patient’s arrival
   5. generates and logs fee slip
   6. locating chart; obtains chart from Medical Records if necessary
   7. verifies referral approval; documents date of appointment on referral
   8. collects copayments (cash and credit card)
9. Schedules appointments
10. Follow-up
11. Consultations with other internal providers
12. Refers to Patient Account Representative under the following circumstances:
13. Patient requires counseling regarding financial difficulties
14. Patient requests/requires payment plan for account
15. Notifies nursing staff of apparent seriously ill patient
16. Sorts and delivers department mail
17. Other duties as assigned specific to department needs
18. Maintains work area and lobby in neat and orderly manner.
19. Attends meetings as required.
20. Performs related work as required per department
21. Adapts to role changes in a positive manner.
22. Demonstrates ability to effectively function in other departments as needed.
23. Directs Pharmaceutical Representatives to the appropriate location.
24. Answers telephones, takes messages and/or routes calls appropriately.

TYPICAL PHYSICAL DEMANDS:  Responsibilities may require sitting or standing for long periods of time.  Stooping, bending and stretching for files and supplies is common.  Occasional lifting of files or paper weighing up to 30 pounds may be required.  Work requires manual dexterity sufficient to operate a keyboard, telephone, copier and such other office equipment as necessary.  It is necessary to view computer screens for long periods of time.

TYPICAL WORKING CONDITIONS:  Work is performed in reception area.  The position involves frequent contact with patients.  Work may be stressful at times.  Interaction with others is constant.  Frequent interruptions occur.   Contact involves dealing with ill people.

SPECIAL FACTORS:  This position requires Saturday hours on a rotating basis.

Excellent communication skills are required.  Must be able to communicate to customers in a friendly, professional manner.

Problem Solving:  The duties of the job follow established procedures with some variation in judgment required, especially when dealing with patients and in recognizing proper charge relationships.  The incumbent must be able to handle patient inquires and questions in a tactful, courteous manner.

Must be able to speak clearly and concisely.

Must demonstrate the ability to read, understand and follow oral and written instructions.

Demonstrates ability to accurately sort and file materials by alphabetic or numeric systems.

Demonstrates ability to establish and maintain effective working relationships with patients, employees and the general public.

EDUCATION:  High school diploma or G.E.D.

MINIMUM QUALIFICATIONS:

One-year work experience, preferably in medical office setting.

Knowledge of medical terminology desirable.

Computer skills desirable.