Job Description
Job Description
Description :
GENERAL DESCRIPTION :
Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site in a professional manner and serves as the first point of contact for patients, visitors and callers. This position provides daily support for the practice site including telephone coverage, appointment scheduling, check-in and check-out of patients (ensuring demographic and insurance information, as well as payment information is accurate and complete in the practice management system), patient referrals, and general patient communication.
The PSR knows, understands, and performs all duties in a manner that is consistent with CHC’s Service Standards (attached) that promise our employees will be Respectful, Responsible, and Responsive.
DUTIES AND RESPONSIBILITIES :
Customer Service :
- Answers the telephone with the standard greeting and a smile in a timely manner
- Treat Every Patient with Care and Courtesy
- Maintain a well-kept lobby and work space
- Understand, abide by, and be able to explain HIPAA to patients as needed
- Respond in a positive manner to questions, inquiries, and requests making every attempt to accommodate the patient’s needs and expectations
- Ensure patients understand the services we provide and the benefits of choosing us as their medical home
Check In
Acknowledge Patients in the PM system Upon ArrivalArrive Patients in EHR and enter location (Waiting Room)Verify Demographics (mailing address, telephone number, responsible party)Input Insurance or Sliding Fee informationCollect Co-Pays & Post & Balance PaymentsUpdate Patient paperwork annually (HIPAA, Registration, RX consent)Run Medicaid to verify eligibility dailyCheck-Out
Print Patient Clinical SummarySchedule any Follow-up VisitsCheck patients out in the PM system and EHR upon departureOther Procedures
Count Cash Box and log in the amount in the box at the beginning and end of each shiftRun an Acknowledged Patient Report, match encounters against the report & document any missing encountersConduct Appointment Phone Call RemindersBuild New Patient AccountsScan & appropriately file Patient DocumentsNavigate through Allscripts to print records, identify meds, referrals, lab results, etc.Knowledge of inner office forms (Incident reports, RX Log, Transfer of Patient Care Log, Supply Order, etc.)Knowledge of Emergency Procedures (Fire, Tornado, Seizing Patient, etc.)Identify and manage tasks in AllscriptsCorrectly Schedule PatientsDistribute & Sort Mail & Courier ItemsCollect TIGER paymentsDistribute medications delivered thru the courier to patients & collect payment on those medicationsSign out prescriptions for controlled substances to patientsResponds to tasks from the patient portal as required in a timely mannerOffice Equipment
Capable of using the office phone correctly (Hold, Transfer, Voicemail, Directories)Operate Copier for Office Copies, Fax, and ScanningCapable of operating the Credit Card EquipmentOperate the Postage MachineREPORTING RELATIONSHIPS :
Responsible to :
Site’s Patient Service CoordinatorWorkers supervised :
N / AInterrelationships :
Represents CHC and the practice site to the public in a professional manner.Interacts directly with patients and family members in person and on the telephone.Works closely with other patient service staff and triage nurses at the centerThis job description is not designed to cover or contain an exhaustive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Requirements :
REQUIREMENTS : All employees of Carolina Health Centers, Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of : honesty, integrity, openness, the pursuit of individual and collective excellence, and unwavering mutual respect and appreciation.
In addition, this position requires :
Education :
High School diploma or equivalent experienceWork Experience :
Knowledgeable of medical terminology preferredMust have a valid driver’s license and safe driving recordLicensure and Certification :
None requiredSkills :
Excellent verbal and written communication skillsCurrent computer skillsAbility to establish and promote positive interpersonal relationshipsExcellent organizational skillsCultural awareness and appreciation for differencesAbility to demonstrate excellent customer service and strong cultural competencyAbility to adhere to strict confidentiality guidelinesGood interpersonal, organizational, and computer skills requiredStrong written and verbal communication skills requiredTeamwork orientationAble to take and follow through with delegated tasks and accountabilityResourcefulness in problem solvingProven organizational skillsBeginner to intermediate proficiency in Microsoft applications : Excel, Word, Outlook, PowerPointPhysical Abilities :
Able to push, pull, reach, sit, stoop, and stretchHave full range of body motionHave the hand-eye coordination and manual dexterity needed to operate a computer, telephone, copier, and medical equipmentRequired to talk and hearHave the hand-eye coordination and manual dexterity needed to operate a computer, telephone, copier and medical equipmentVision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focusWork Environment :
This position involves exposure to customer / patient elements. The work environment is that of a medical practice that enforces safe OSHA compliant practice. HIPAA rules and regulations are stringently enforced. The position requires staff to work under pressure at times and with a diverse population. As a medical office, exposure to communicable diseases, bodily fluids, toxic substances, sharps, and other conditions are common.This job also operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.Requirement for out-of-town and / or overnight travel is minimal.
