Patient Service Representative I

Job Title:   Patient Service Representative I

Company Overview:

Eau Claire Cooperative Health Center, Inc. (dba Cooperative Health) is a leading community health center serving the Midlands of South Carolina. 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.

Position Summary:

Cooperative Health is seeking an enthusiastic, mission driven individual to fill the position of Patient Service Representative (PSR) I. Under general supervision of the Clinical Practice Manager, the qualified candidate will provide support to clinical staff by performing the administrative components that begins the revenue cycle. They will gather pertinent information from patient to include all demographic information such as name, DOB, and insurance coverage to ensure that financial obligations and other requirements are met. The PSR should be detailed oriented with good interpersonal skills and must provide excellent customer service to all patients, staff, and visitors.

Principal Responsibilities:

• Greets patient, informs patient of documents that need to be completed, notes patient arrival in Electronic Medical Record (EMR) system, and collect appropriate monies (copays, coins, deductibles).
• Identifies patients in EMR system that need updated demographics and/or consent forms completed.
• Creates new patient chart if patient is not currently loaded in EMR system.
• Assists patients with completion of Registration paperwork if needed.
• Balance and reconciles monies received Daily.
• Explains, provides and collects medical release forms from patients as appropriate.
• Informs patients of Good Samaritan Program (GSP), conducts a Basic overview of completed GSP application and documents for accuracy prior to forwarding to PSR II.
• Assist patients with completion of the GSP application as appropriate.
• Respond to patient request for GSP applications by appointment or walk-ins.
• Makes referral to PSR III for counseling and Payment Plan as appropriate.
• Participates in orientation/training of new team members as requested by supervisor.
• Schedules/Reschedules appointments as needed.
• Calls No-Show appointments to reschedule, make appropriate notation in EMR.
• Print schedule for upcoming appointments.
• Demonstrates superior customer service skills to all patients, visitors and co-workers.
• Interacts with internal/external customers in a caring and respectful manner.
• Answers telephone, responds to messages/inquires, routes calls and accurately take messages and convey information to appropriate recipient in a timely and polite manner.
• Communicates with patients and their families in a courteous, professional, cooperative and mature manner both in-person and over the telephone.
• Cross-trains and works in other areas, as applicable.
• Participates in orientation/training of new team members as requested by supervisor.
• Performs other duties as assigned.

Education & Experience :

• High School Diploma or equivalent.
• Billing Experience preferred.
• Knowledge of basic medical coding and third-party operating procedures and practices preferred.
• Individuals who are bi-lingual/bi-cultural are encouraged to apply.
• Medical Office Experience preferred.
• Knowledge of business office procedures.
• Ability to embody the mission and vision of Cooperative Health.
• Excellent written and verbal communication and problem solving skills.
• Ability to communicate with people from a variety of socioeconomic and cultural backgrounds.
• Ability to prioritize, organize and carry out work assignments independently and efficiently.
• Ability to maintain appropriate degree of confidentiality.
• Proficient in use of computer programs including Word, Excel, PowerPoint

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 respective job assignments, all employees are required to conform with Cooperative Health’s:

• Board approved policies and procedures;
• Confidentiality and professional provisions;
• Compliance program; and
• 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, transfers, leaves of absence, compensation and training