Patient Services Representative I

POSITION TITLE:

Patient Services Representative I

POSITION SUMMARY:

The role of the Patient Services Representative is of crucial importance to ensuring a patient member experience that is consistent with CHCFC values and mission. Patient Services Representatives provide customer service that ensures ease of registration and scheduling, meets patient’s needs for access to care, and results in high levels of patient satisfaction. Patient Services Representatives demonstrate competency and professionalism in all interactions.

Patient Services Representatives are expected to provide customer service that is responsive to CHCFC patients’ needs, which results in an easy and enjoyable experience for all who engage with the Health Center. Patient Services Representatives are expected to maintain accuracy and efficiency with all business operations processes.

Patient Services Representatives perform all core activities of CHCFC’s Patient Services Department, the centralized business operations department which manages patient registration, scheduling, insurance verification, and access to patient records for all services within the health center: Medical, Dental, Behavioral Health, Office Based Addiction Treatment, Sexual and Reproductive Health, Diabetes Education, Transportation, Navigator Services, and Community Health Workers.

REPORTS TO:

Patient Services Representative Team Lead

FLSA STATUS:

Non-Exempt

PRIMARY RESPONSIBILITIES:

• Adheres to patient privacy laws such as HIPAA and 42CFR and understands the importance of confidentiality in maintaining trusting patient relationships.
• Monitors and maintains proficiency with all forms of communication adopted by the Health Center; instant messaging, inter-office mail, EMR messages, and email.
• Answers phone calls and retrieves messages from multiuser queues in a professional and welcoming manner.
• Utilizes appropriate translation services when customers/patients call in using any language other than English.
• Schedules appointments with use of schedule templates to minimize errors in appointment scheduling.
• Registers customers/patients over the phone with accuracy to insure data integrity.
• Actively promotes use of the patient portal with customers/patients and is able to facilitate basic troubleshooting of portal issues.
• Conducts outreach to customers/patients in need of follow up care in the organization
• Records and processes customers payments through a third party system
• Completes special projects to support administrative and clinical staff, as assigned.

REQUIRED SKILLS, EDUCATION & EXPERIENCE:

Education: High School or equivalent education required.

Experience: 1-3 years’ Medical or dental office experience preferred.

Knowledge of office operations and basic computer operations required.

Skills: Strong commitment to CHCFC Mission. Strong interpersonal and communication skills.

Ability to work with a diverse population and sensitivity to low-income populations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand, walk, sit, use the hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Must be able to lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORKING CONDITIONS:

While performing the required duties of this job, the employee is exposed to weather conditions prevalent when traveling between Health Center locations where medical care is provided. This position performs tasks that involve exposure to blood, body fluids or tissues.

This job description is subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the employee works. Performs other duties as assigned.