Patient Services Assistant

This position acts as the front-line person and provides clerical, secretarial and receptionist support for the practice. Coordinates the patient flow process within the practice by answering the phone, scheduling appointments, registering patients, verifying insurance information, confirming patient demographic information and collecting payments and may be required to schedule tests and/or procedures and process referrals. Coordinates activity between front office, clinical staff, patients and providers.

As the initial contact person for the practice, demonstrates respect, kindness, compassion, courteousness and professionalism to patients, families and visitors. This position will demonstrate excellent customer service to a diverse patient population. Performs other diverse duties as assigned.

Patient Check in (30%)*

• Greet patient in a pleasant and professional manner
• Verify patient information by asking the patient to validate current demographics and insurance information
• Enter all information for new patients and scan a copy of the identification and insurance cards
• Verify insurance eligibility
• Have patients sign appropriate forms and distribute privacy and office policies
• Collect any co-pay or deductible and outstanding balances due and provide receipts

Patient Check out (30%)*

• Provide patient with patient plan and appropriate patient education material when indicated by provider
• Schedule return appointments as requested by the provider
• Schedule or verify miscellaneous testing, e.g. radiology, lab as requested by provider
• Make appropriate specialist referrals as requested by the provider

Clerical business responsibilities (40%)*

• Follow up on patient no-shows with a telephone call by end of day
• Document missed appointments, cancellations, etc. in Next Gen
• Assist patients with completion of disability forms and record requests
• Inventory and stock patient education material approved by provider
• Reminder phone calls to all patients for next day appointment
• Count and balance cash with patient charge tickets daily
• Answer telephone within three rings, handle request appropriately and document in Next Gen
• Maintain patient recall list
• Twice daily, review ACS images and file appropriately
• Address Next Gen task list as appropriate throughout the day
• Generate appropriate Next Gen reports for ERX, diagnostics, etc.
• Assure patient reception area is neat and orderly with current reading material available

• Must be able to interact with co-workers and the general public in a friendly, courteous manner.
• Must possess critical thinking/problem solving skills.
• Must possess customer service skills.
• Must be proficient in computer usage and electronic medical records.
• Knowledge of HIPAA & TJC.

Education:

HIGH

Equivalent

Experience:

Associates degree preferred.

Education Specialization:

Essential: true

• Knowledge of reading, writing, mathematical and computer skills.
• Keyboarding skills needed to register patients and other office tasks.
• Interpersonal skills needed to communicate successfully with individual and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner.
• Knowledge of medical terminology, medical office policies, practices and procedures as normally acquired through two (2) years working in a medical office or similar setting.

• Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
• Is able to move freely about the unit and hospital.
• Overall vision is necessary; including reading, depth perception, close-up work and must have a peripheral field of vision.
• Hearing and speech on the phone as well as in person are necessary.
• Must be able to communicate verbally in person, on the phone and in writing.
• Frequently required to sit/stand/walk for long periods of time.
• Some exposure to blood borne pathogens and other potentially infectious material.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Must follow My Michigan Health blood borne pathogen and TB testing as required.