Bilingual Patient Services Representative

Company Overview:

Eau Claire Cooperative Health Center, Inc. (dba Cooperative Health) is a leading community health center serving the Midlands of South Carolina since 1981. It is deeply rooted in its mission of providing accessible, high quality, compassion health care in the spirit of the Good Samaritan. The organization’s values of: treating each other with respect, putting people first, being excellent at what we do, promoting a collaborative work environment, improving community/population health, fostering innovative thinkers, and getting results, are core attributes of every employee at Cooperative Health. 

Description:

The Bilingual Patient Service Representative (“PSR”) is the initial contact for all patients and visitors. Bilingual PSR’s be detailed oriented with good interpersonal skills and have the ability to provide quality customer service. Bilingual PSR’s are responsible for greeting patients and visitors in a professional manner, answering phones and returning calls promptly using excellent customer service skills, scheduling and rescheduling appointments, assisting/directing patients with questions and inquiries, collecting accurate demographic information and entering into medical records system accurately, insurance verifications, organization, understanding and being able to explain payment options for patients that are uninsured, understanding policies and procedures for appropriately checking patients in and out of the medical records system. 

Principal Responsibilities:

• Obtains and verifies current patient information from all patients.
• Accurately enters/updates patient information in EHS.
• Identifies payer source, verifies insurance eligibility, financial status and assigns correct pay type.
• Verifies insurance eligibility and obtains authorizations for dates of service
• Assists patients with completion of paperwork when necessary.
• Notes patient arrival in Electronic Health Record.
• Prints schedules for upcoming appointments.
• Identifies patients in EHS; reviews EHS for needed updated demographics and consent forms.
• Creates new account if patient not in the system.
• Accurately enters procedure codes with correct diagnosis.
• Schedules and re-schedules appointments as needed.
• Calls No-Show appointments to reschedule, makes appropriate notations in EHS.
• Answers telephone in a timely and polite manner.
• Provides top notch customer service to all patients, visitors, and co-workers.
• Accurately takes messages and conveys information to recipient.
• Transfers call to physicians and nurses when medically indicated.
• Protects/observes patient confidentiality per policies and procedures.
• Collect office charges, post charges to patient accounts and accurately manage cash drawer.
• Accurately reconciles charges for the day.
• Accurately prepares daily deposits.
• Correctly prepares daily batch reports/encounters for the Finance Department.
• Interpret for Limited English Proficiency (LEP) patients which will include but is not limited to assisting with paperwork, front and back staff as well as Providers.

Education & Experience :

• High School diploma or GED
• Bilingual (English/Spanish) required.
• Experience in providing quality customer service preferred; must be able to work with diverse clientele
• Good written and verbal communication skills
• Must have experience working with computers and other office equipment (i.e., copiers, scanners, etc.)
• May be required to take a bilingual test.

Physical Demands

• Prolonged periods sitting or standing
• Must be able to lift up to 25 pounds.
• Be able to sit, stand, stoop, squat for extended periods of time throughout the day.
• Standing or walking for extended periods throughout the day.

Company Conformance Statement:

In the performance of their respective job assignments all employees are expected to conform to the following:

• Cooperative Health’s policies and procedures.
• Cooperative Health’s confidentiality and professional provisions
• Cooperative Health’s compliance program
• Cooperative Health’s standards of conduct

Cooperative Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cooperative Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.