What are the responsibilities and job description for the PATIENT SERVICES REP LEVEL I position at UPHAMS CORNER HEALTH CENTER?
Job Details
Job Location
415 Columbia Rd - Dorchester, MA
Position Type
Full Time 30 hours
Education Level
High School
Travel Percentage
None
Job Category
Health Care
Description
Position Title : Patient Services Representative Level I
Department : Reception / Support Services
Supervisor : Patient Services Manager
Status / Hours per week : Non-exempt / 35 hours
Primary Function :
Under supervision, the Patient Services Representative performs various reception, appointment, secretarial and / or clerical duties.
Duties & Responsibilities :
Registration Tasks
o Register new patients and check in patients with scheduled appointments and walk-ins to Urgent Care.
o Enter all demographic, account, and insurance coverage information, accurately and completely following all protocols.
o Collect, scan and obtain signatures on all patient compliance-related documents.
o Process PCP and primary care location assignments of all new patients following protocols.
o Verify patient insurance coverage, eligibility printouts, and address any escalated patient insurance issues for the Pharmacy.
o Support COVID testing and flu clinic at UCC by answering the phone lines, scheduling appointments, and registering new person being tested.
o Outreach persons that no show and educate patients and community members of the availability of special projects such as COVID testing and flu clinics.
o Follow all health center policies and procedures on patient confidentiality / HIPAA and all health center-wide guidelines
Check In Tasks
o Efficiently and appropriately manage and prioritize patient flow with the goal of assuring patients are not late to see the provider due to delays in check in.
o Accurately verify patient insurance coverage, account and demographic information; and make sure the correct visit type is selected for the patient visit.
o Based on patient's income, assist patients in completing the Sliding Scale Discount application, calculate and accurately enter the patients' sliding scale discount in the patent database system and provide accurate and complete education to the patient on the sliding scale program at UCC.
o Proactively collect copayments and self-payments (including outstanding balances from deductibles, unpaid co-pays and self-payments) following all cash collection policy and procedures; follow collection scripts with patients on a consistent basis; and educate patients on their financial responsibilities.
Information Desk Tasks
o Welcome, greet, and appropriately direct all patients and other customers walking into the UCC lobby.
o Maintain knowledge / competence in the UCC Emergency Codes and process, including use of Emergency Button and Overhead Paging.
o Manage patient requests for free transportation through BMC, specifically Uber.
o Promote, educate, and facilitate access to My Chart, the patient portal with the goal of increasing patient participation in My Chart.
o Manage the Visitor Badges process for visitors to the 415 building.
o Accept all incoming mail and route to BHSS for processing, and handle deliveries.
BHSS Tasks
o Maintain knowledge of BH insurance coverage plans and referral insurance authorization requirements.
o Manage walk-ins to the BHSS Department by communicating with the Advocates and other BHSS staff.
o Manage the front end of the Immigration Physical Form Process for Advocates, check in and collect payments specific to immigration-related visits.
o Answer calls and schedule appointments.
o Maintain strong interface with BHSS clinicians and staff.
o Process incoming and outgoing mail.
Urgent Care Tasks
o Check in using OCHIN's Snapboard.
o Maintain knowledge of Urgent Care Provider, Nurse, and Lab Schedule Templates, since changes to servicing providers are updated as needed.
o In collaboration with nursing, triage all walk-ins to determine what category the patient falls into : Patient Fast Track or Other.
o Process check-ins for Lab and X-Ray
General
o Follow downtime procedures when systems may be not functioning.
o Perform other duties as needed.
o Must be willing to work evenings, Saturdays and / or Holidays.
o Be cross trained to cover other duties as needed.
o Attend staff meetings.
o Handle other duties and special projects during downtime.
o Maintain knowledge of Security-related and Medical Codes (Blue, Red, Yellow, Silver) as well as use of Panic Button.
o Check in patients at seasonal flu shot clinics.
Qualifications
Basic Knowledge :
- High School Diploma
- Bilingual language skills (English plus Spanish or Portuguese Creole) strongly preferred
Experience & Qualifications :
Independent Action :
As related to perform job duties as described above in Duties & Responsibilities
Supervisory Responsibility :
Coordinate all Telephone / Scheduling assignments with the assigned Telephone / Scheduling Staff and the Call Center Manager.
Define Access Level to PHI : Level 2 : Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.
