Patient Service Rep

The Patient Service Representative is responsible for providing high quality customer service to each and every patient who contacts the clinic on the phone and in person. The PSR consistently provides accurate, friendly and efficient communication with patients while ensuring patients are scheduled appropriately. Patient information documented by the Patient Service Representative must be accurate and complete. The PSR assists with the day-to-day operations of the Medical Practice and performs the functions that contribute to a positive experience for patients. The PSR provides administrative support for the department to include answering calls, scheduling patients, processing insurance cards and assisting other staff as needed. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all. ESSENTIAL FUNCTIONS: Greets patients as they arrive in the office and explains the paperwork that needs to be completed and obtains all necessary signatures and insurance information. Demonstrates basic knowledge of word processing, data base program, and spreadsheets. Applies knowledge of hospital policies and procedures related to medical record information, confidentiality, release of records, abbreviations, and historical data. Updates patient demographic information in the Athena system. Informs necessary personnel when patient is checked in and ready for Intake personnel. Provides excellent customer service to all patients and caregivers on the phone or in person. Ensures that all appointments are scheduled as needed and provides the necessary information and/or paperwork that is required by the medical practice to ensure complete and accurate records. Prepares and completes all required paperwork. Receives and processes referrals, entering all information accurately. Obtains surgical, inpatient, and diagnostic records as needed. Maintains a complete and accurate medical record for the service line. Maintains log of all pertinent caller information for injury follow-up and patient registration. Handles mail, correspondence, packages, and clinical specimens in a timely and appropriate manner. Responsible for answering all phone calls, greeting customers, takes messages and transfers calls as required by the practice to ensure excellent patient care. Responsible for routing calls and providing a level of professional service that exceeds customer’s expectations. Have a thorough knowledge of Clinic Protocols, Policies, Procedures, and Services Supports and monitors all clerical functions required for the entire department. Bring any patient concerns or complaints to the immediate attention of the Supervisor Responsible for ordering supplies, materials and equipment necessary for the operation of the practice. Actively participates as a member of an organization Team when the opportunity presents, such as a Safety Committee, etc. and continues to pursue education related to their role within the organization Abides by the Health Insurance Portability and Accountability privacy and security regulations regarding all aspects of Protected Health Information (PHI). Exemplifies, supports, and promotes the organizations’ ICARE Values as well as models and promotes direct conversations and peer accountability Will complete other duties as assigned MINIMUM KNOWLEDGE AND SKILLS REQUIRED: One to three years of previous medical office experience Must have Intermediate level skillset of Microsoft Office software programs Must possess knowledge of office equipment such as multi-line phones, fax and copy machines and telemedicine equipment. Must have knowledge of basic Medical terminology Must possess effective communication skills to effectively work with patients and staff PREFERRED KNOWLEDGE AND SKILLS REQUIRED: Previous knowledge of Electronic Medical Record (EMR) REQUIRED BEHAVIORAL SKILLS: Integrity: A personal presence which is characterized by a sense of honesty and the willingness to do the right thing. The ability to role model, inspire and motivate others to promote the philosophy, mission, vision, goals and values of Hutchinson Regional Healthcare System. Compassion: A personal presence which is characterized by a sense of caring that is reflected in a high level of empathy and customer service with all that we come in contact. Ability to manage conflict, consider other points of view, and offer alternative solutions without jeopardizing overall project direction and the ability to manage customer expectations. Accountability: Demonstrated track record of ownership of situations, projects and issues. Able to work autonomously and have a high degree of flexibility to adapt to changing projects, priorities and work volumes. Respect: Demonstrated ability to collaborate with a diverse population. Treat all internal and external customers with a positive, proactive service orientation. Excellence: Strong communication and presentation skills with a proven ability to influence and lead teams to conclusion/decision making. Proven ability to think strategically but also must be able to lead day-to-day tactical processes. Demonstrated ability to manage and provide coaching and leadership on complex projects. Must be able to lead and/or facilitate process improvement. MINIMUM EDUCATION AND EXPERIENCE REQUIRED: High School Diploma or GED PREFERRED EDUCATION AND EXPERIENCE: Medical Assistant experience in a Clinical setting REQUIRED LICENSE/REGISTRATION/CERTIFICATION: N/A PREFERRED LICENSE/REGISTRATION/CERTIFICATION: Certified Medical Assistant or Certified Nursing Aide or Certified Medication Aide We offer competitive pay, a generous benefit package and a reason to be proud of what you do, every day. Hutchinson Regional Medical Center is a not-for-profit, 190-licensed bed medical facility serving the health needs of more than 65,000 residents of Hutchinson, Reno County and the surrounding Central Kansas region. Our broad network of health care services extends deep into the community with Health-E-Quip, a home medical equipment supply store; Horizons Mental Health Center, a mental health services provider for surrounding counties; Hospice & HomeCare of Reno County, a medical and emotional support system for patients and their families in the final phase of a terminal illness or those needing home health care services for acute and chronic illness needs; and Sleep Diagnostic Center, a monitored sleep lab that identifies sleep disorders. Together, we will do everything possible to deliver an exceptional experience of care to every patient and family member who walks through our doors.