What are the responsibilities and job description for the Patient Services Representative II position at CODMAN SQUARE HEALTH CENTER INC?
Job Details
Level
Experienced
Job Location
Codman Square Health Center - Dorchester, MA
Position Type
Full Time
Education Level
High School
Salary Range
20.89 - $32.00 Hourly
Travel Percentage
None
Job Shift
Swing
Job Category
Health Care
Patient Services Representative II
GENERAL SUMMARY / OVERVIEW STATEMENT :
The Patient Service Representative (PSR) II is part of the Codman Square Health Center Float Pool. This position is based in the clinical area, however can be deployed to support other areas. The PSR II reports to that clinic's Practice Supervisor or Administrator.
The PSR II is responsible for performing tasks that directly support Health Center's front-end revenue cycle management functions, including Patient Service Center and clinic administrative processes. The PSR II is required to provide excellent customer service for patients, staff and providers alike - whether on the phone or during face-to-face interactions, and to ensure a positive patient experience for Codman Square Health Center's patients and their families.
The PSR II is responsible for providing first call resolution and all other tasks required of the Patient Service Center or the clinical area depending on the area s / he is deployed. S / He will handle patient inquiries, following-up with patients resolving patient questions / concerns regarding insurance verification and authorization management.
The PSR II must have solid knowledge of medical insurance terminology, the federal poverty guidelines and the Health Center's sliding fee discount policy and procedures. The PSR II is required to maintain a solid understanding of each clinic's administrative requirements and guidelines. The specific tasks and duties will vary based on where within the Health Center the PSR II is deployed.
S / he must have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage their work and assist colleagues to ensure all required administrative tasks and patient inquiries are handled in a timely manner.
All PSR II staff will be trained on the Codman Square Health Center's specific requirements and workflows and expected to adhere to all standards and protocols.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES :
- Responsible for welcoming all patients by smiling and establishing eye contact with patients.
- Responsible for monitoring the waiting rooms, coordinate with clinical staff to notify patients of any delays.
- Responsible for performing patient Check In functions, incl. registration, insurance verification, collecting required co-pays or other payments, administering the sliding scale discount program, and 'arriving' patients for their appointments in the Electronic Health Record (EHR).
- Responsible for explaining to patients / parents / guardians their responsibilities ( i.e. arrival and appointment times, form requirements, payment expectations, late and cancellation policy)
- Responsible for entering accurate patient data, telephone encounters, referrals, forms and prescription requests into the EHR.
- Responsible for assisting patients with completing / collecting pre-visit, consent and other forms; processing patient forms, letters or obtaining prescription request information from patients.
- Responsible for assisting patients with appointment scheduling - whether within or across Codman Square Health Center departments.
- Responsible for promoting Patient Portal.
- Responsible for performing patient Check Out, incl. scheduling follow up appointments, specialist appointments, assisting and educating patients on referral process.
- Responsible for performing patient pre-registration.
- Responsible for scheduling same day and follow up appointments, conducting appointment reminder calls, putting patients on recall list, processing patient no shows and cancellations, and performing end of day reconciliations.
- Responsible for coordinating transfer of patients from clinics and Urgent Care.
- Responsible for effectively managing in basket patient related messages in timely manner.
- Must use sound judgment to determine when and to whom to escalate issues to ensure resolution.
- Must adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
- Must meet service level expectations and identified key performance indicators.
- Must meet or exceed call volume, pre-registration and insurance verification productivity and accuracy expectations.
- Ensure workstation, patient waiting room and common areas are kept clean.
- Required to follow standard operating policies and procedures, while delivering expedient professional responses to patients' inquires and concerns.
- Responsible for facilitating communication with Clinics.
- Must attend staff meetings, as needed.
- Must attend and assist with staff training, when needed.
- Must serve as an EHR Super User and provide support and training to co-workers, upon request.
- Assist with handling escalated issues
- Assist with performing quality assurance reviews.
- Responsible for coordination with enrollment and financial counseling
- Assists in the training / orientation of new personnel under the direction of a manager and / or supervisor.
- Other duties as assigned
EDUCATION REQUIREMENTS
SKILLS / ABILITIES / COMPETENCIES REQUIRED
Anticipated Schedule :
Monday-Thursday- 12 : 30pm - 9 : 00pm
Friday : 8 : 30am-5 : 00pm
Possible Saturdays : 8 : 30am-3 : 00pm
40 hours per week using combination above.
CODMAN SQUARE HEALTH CENTER MISSION, VISION, AND VALUES
Mission : To serve as a resource for improving the physical, mental, and social well-being of the community.
Vision : Codman Square Health Center is our community's first choice for comprehensive, holistic, and integrated services, and empowers individuals to lead healthy lives and build thriving communities.
Values : Patients- Our patients are the center of our care team.
Community The well-being of the individual is deeply connected to the health of the community.
Advocacy We advocate for responsive policies and resources to address health disparities and promote health equity.
Staff We are a diverse, empowered, compassionate, and prepared workforce.
Innovation We promote a culture of innovation that has measurable and sustainable impact.
Partnership We build and sustain diverse partnerships
Codman Square Health Center is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
Salary : $21 - $32
