Patient Services Representative

FUNCTIONS:   Under general supervision of the Practice Manager, the Front Desk 

Support Specialist performs a variety of nonclinical duties in support of the healthcare practice following established methods and procedures involving some independent judgment and latitude in carrying out tasks such as appointment scheduling, patient registration, point-of-service payment collection, and other patient inquiry and problem resolution. Provide courteous, unbiased, and professional service to patients and assist other clinic staff as required. Reliability and a strong work ethic combined with great communication skills are a must, as well as familiarity with all necessary office equipment, software, and procedures.

 

Greet patients as they arrive at the front desk; determine the reason(s) for patient visits to the center; direct in accordance with office procedures for check-in, scheduling, or walk-in.

 

Checks in patients by verifying and/or updating demographic, insurance, and registration information in accordance with established policies and procedures.

 

Facilitates the scheduling, canceling, and rescheduling of patient appointments and communicates changes to staff as needed.

 

Assist with registration and scheduling appointments at health fairs, outreach programs, and other offsite events. 

 

Coordinates with back-office staff to ensure the timely and efficient flow of patients to the providers;

 

Serves as call center personnel by answering calls, forwarding calls, making reminder calls to patients; and taking messages as appropriate for executive staff;

 

Register and create EHR charts for new patients: assist patients in the completion of necessary forms and consents; review patients’ intake forms to ensure completeness;

 

Scan patient documents into the EHR system; process inter-office documents and prepare for the clinical department.

Communicate with medical professionals and insurance company personnel to expedite patient eligibility into the program and verify patient insurance coverage before patient appointments to determine eligibility. 

 

Verify household income information, Medicaid/managed care eligibility, and selection of HCC as a primary care provider, when applicable; 

 

Request and record all co-payments, and any monies past due; safeguard cash and checks from collected payments;

 

Assure accurate and timely performance of end-of-day and other processing as required; balance cash and credit card transactions at the end of the day;

 

Prepare new patient packets for next-day clinic;

 

Responsible for ensuring the supply of needed forms and receipt books are on hand;

 

Cleans Lobby, and front waiting area when needed;

 

Perform other duties as assigned.

High school diploma/GED; two years’ experience in a medical office or other healthcare setting preferred, customer service experience a must. 

A minimum of two years experience in a medical office or other healthcare setting is preferred, customer service experience is a must.

 

 

Requires thorough knowledge of company operations, policies, and procedures;

    

Knowledge of Working knowledge of Microsoft Office Applications:  Word, Excel, and Outlook; must have strong data entry skills;

 

Maintains positive behaviors, communications, and other outward expressions regarding HEAL. Maintains positive, constructive, cooperative, and professional working relationships with coworkers 

 

Ability to exercise good judgment in evaluating situations and making decisions. 

Ability to use tact and sensitivity to timing in personal transactions.