Patient Services Rep Bilingual-Floater

Overview

Description

GENERAL DESCRIPTION:

This position will be a floating position for our Saluda and Ridge Spring Family Practice offices. 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.

The PSR performs duties 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 work space
• 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 enter 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 log in the amount in the box 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 through EHR 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 EHR
• Correctly Schedule Patients
• Distribute & Sort Mail & Courier Items
• Collect TIGER payments
• Distribute medications delivered thru the courier to patients & collect payment on those medications
• Sign out prescriptions for controlled substances to patients
• Responds 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

Other:

• 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

This job description is not designed to cover or contain an exhaustive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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:

• 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

• None required

• Excellent verbal and written communication…