Patient Services Representative

Position Description – Patient Services Representative

Original Board Approval Date

08/2013

Reports to

Revenue Cycle Manager

Division

Medical

Exempt/Non-Exempt Status

Non-Exempt

Security Roles

Patient Services Representative

JOB SUMMARY: Serves patients by greeting and helping them, scheduling appointments, maintaining records and accounts.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Welcomes patients and visitors by greeting them in person or on the telephone
• Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.
• Keeps patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays.
• Comforts patients by anticipating patients' anxieties, answering patients' questions, and maintaining the reception area.
• Verifies insurance eligibility before patients arrive.
• Ensures availability of treatment information by filing and retrieving patient records.
• Maintains patient accounts by obtaining, recording, and updating personal and financial information.
• Obtains revenue by recording and updating financial information; recording and collecting patient charges; controlling credit extended to patients with provider approval.
• Maintains business office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies.
• Helps patients in distress by responding to emergencies.
• Protects patients' rights by maintaining confidentiality of personal and financial information.
• Maintains operations by following policies and procedures; reporting needed changes.
• Contributes to team effort by accomplishing related results as needed.
• Maintains home health orders for Chief Medical Officer to sign when he is in the office.

INTERMITTENT DUTIES:

• Performs other duties that may be assigned by the Revenue Cycle Manager or other member of the administration team.

OFF-SITE WORK:

• Off-site work is required occasionally. Examples include off-site training and health fairs.
• This position does have the occasional option to work off-site with the supervisors’ approval.

SKILLS/QUALIFICATIONS:

• High School Diploma or equivalent required
• Basic CPR (BCLS) Certification
• Two years experience working in a related healthcare field
• Bilingual in English and Spanish is required
• Problem Solving: Frequent problems arise in this position that are outside established policies or bodies of knowledge calling for high-level skills in problem solving.
• Decision Making: Frequent situations arise in this position, calling for careful and analytical judgment.
• Interpersonal: Must interact with employees, Board of Directors, governmental officials, and the public.

PERSONAL ATTRIBUTES:

• Must maintain confidentiality and uphold HOPE’s values in performing the duties of the Security Guard; also demonstrate the following personal attributes:
  • Trustworthiness,
  • respectful,
  • possess cultural awareness and sensitivity,
  • be flexible, and
  • demonstrate sound work ethics.

WORKING CONDITIONS:

• Works in a well-lighted, climate-controlled building.
• May be exposed to body fluids.

Note: This job description is intended to convey information essential to understanding the scope of the Patient Services Representative position. It is not intended to be an exhaustive list of qualifications, duties, or responsibilities, as other duties may be assigned as needed.

This job description follows the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA) (May 1995)

HOPE Family Health Services is an equal opportunity employer who complies with applicable State and Federal civil rights laws and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.

Many positions at HOPE Family Health Services are funded in-part or in-whole by State or Federal Department of Health and Human Services funding and as such, our organization cannot employ individuals with certain criminal backgrounds or who are on State or Federal exclusion or debarment lists.