Patient Service Representative

GENERAL DESCRIPTION

Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site in a professional manner and serves as the first point of contact for patients, visitors and callers. This position provides daily support for the practice site including telephone coverage, appointment scheduling, check‑in and check‑out of patients (ensuring demographic and insurance information, as well as payment information is accurate and complete in the practice management system), patient referrals, and general patient communication.

This PSR knows, understands, and performs all duties in a manner that is consistent with CHC’s Service Standards that promise our employees will be Respectful, Responsible, and Responsive.

Customer Service:

• Answers the telephone with the standard greeting and a smile in a timely manner
• Treat Every Patient with Care and Courtesy
• Maintain a well‑kept lobby and workspace
• Understand, abide by, and be able to explain HIPAA to patients as needed
• Respond in a positive manner to questions, inquiries, and requests making every attempt to accommodate the patient’s needs and expectations
• Ensure patients understand the services we provide and the benefits of choosing us as their medical home

Check In:

• Acknowledge patients in the PM system upon arrival
• Enter patients in EHR and record location (Waiting Room)
• Verify demographics (mailing address, telephone number, responsible party)
• Input insurance or sliding fee information
• Collect co‑pays & post balance payments
• Update patient paperwork annually (HIPAA, registration, RX consent)
• Run Medicaid to verify eligibility daily

Check‑Out:

• Print patient clinical summary
• Schedule any follow‑up visits
• Check patients out in the PM system and EHR upon departure

Other Procedures:

• Count cash box and record amount at the beginning and end of each shift
• Run an acknowledged patient report, match encounters against the report & document any missing encounters
• Conduct appointment phone call reminders
• Build new patient accounts
• Scan & appropriately file patient documents
• Navigate Allscripts to print records, identify meds, referrals, lab results, etc.
• Knowledge of inner‑office forms (incident reports, RX log, transfer of patient care log, supply order, etc.)
• Knowledge of emergency procedures (fire, tornado, seizing patient, etc.)
• Identify and manage tasks in Allscripts
• Correctly schedule patients
• Distribute & sort mail & courier items
• Collect TIGER payments
• Distribute medications delivered through the courier to patients & collect payment on those medications
• Sign out prescriptions for controlled substances to patients
• Respond to tasks from the patient portal as required in a timely manner

Office Equipment:

• Capable of using the office phone correctly (hold, transfer, voicemail, directories)
• Operate copier for office copies, fax, and scanning
• Capable of operating the credit card equipment
• Operate the postage machine

Responsible to:
Site’s Patient Service Coordinator

N/A

• Represents CHC and the practice site to the public in a professional manner.
• Interacts directly with patients and family members in person and on the telephone.
• Works closely with other patient service staff and triage nurses at the center.

All employees of Carolina Health Centers, Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of: honesty, integrity, openness, the pursuit of individual and collective excellence, and unwavering mutual respect and appreciation.

In addition, this position requires:

• Education:
  
  High school diploma or equivalent experience
• Knowledgeable of medical terminology preferred
• Must have a valid driver’s license and safe driving record
• Bi‑lingual in Spanish preferred
• No licensure or certification required
• Excellent verbal and written communication skills
• Current computer skills
• Ability to establish and promote positive interpersonal relationships
• Excellent organizational skills
• Cultural awareness and appreciation for differences
• Demonstrate excellent customer service and strong cultural…