Patient Support Representative

Coffee Regional Medical Center

Patient Support Representative

POSITION SUMMARY

• Acknowledge all customers in a friendly, professional manner and provide quick responsive customer service. Also, to receive and accurately receipt all cash and mail payments through the use of computer system to assure proper application. Customer service needs are met at all times. Must be able to assist other PFS personnel with their duties, and to process all Chapter 7 bankruptcy claims.
• To assist other Patient Financial Services personnel with their duties, and to process all bankruptcy chapter 7 claims.

OVERVIEW

• The evaluation is to assure individual performance, departmental goals and organizational goals are aligned. It is designed to support communication between the manager and the employee. Employee perception of their own performance is very important. To maximize the benefit of this process, both the manager and the employee participate in the evaluation process.

QUALIFICATIONS

A. Knowledge, Skills and Abilities

• Excellent customer service skills.
• Reads and understands the English language.
• Ability to think critically and analytically with little or no supervision.
• Ability to work effectively in situations of high stress and conflict and communicate goals and outcomes.
• Ability to process information and prioritize.
• Possesses exceptional verbal and written communication skills.
• Possesses independent work habits, is self-reliant and self-directed.
• Ability to learn, adapt, and change as required by the job functions.
• Ability to maintain absolute confidentiality of material and information accessed and reviewed.
• Basic computer literacy
• Ability to move freely, reach, bend, and complete light lifting.
• Ability to use good body mechanics while performing daily job functions and ability to follow specific OSHA guidelines.
• Ability to maintain attendance to meet standard job practices.

B. Education

• High School Graduate of G.E.D. required.
• Preferably C.P.A.R. certified, but not required.

C. Licensure

• N/A

D. Experience

• One year experience in a clerical position, preferably experience in the collection area.
• General office and computer experience required.

E. Interpersonal skills

F. Essential technical/motor skills

G. Essential physical requirements

• Sedentary: Exert up to 10 lb. of force occasionally and/or a minute amount frequently - 50-74%

H. Essential mental requirements

I. Essential sensory requirements

J. Other

• Analytical and organizational skills must be above average.
• Attention to detail, communication, and documentation skills must be excellent.
• Prior public relation experience is required.
• Operations of computer systems and business machinery also required.
• Must have the ability to communicate with patients in a courteous manner and possess excellent telephone ability to talk with public in a professional manner and be able to interpret patients charges and explain in detail.
• Must have excellent interpersonal communication skills and possess professional and neat appearance.

K. Equipment used.

OTHER QUALIFICATIONS

A. Exposure to hazards (body fluid exposure level)

• Level III

B. Age of Patient Populations Served

• No patient contacts.

JOB SPECIFIC DUTIES AND PERFORMANCE STANDARDS

• Below are those tasks, duties, and responsibilities that comprise the means of accomplishing the position’s purpose and objectives. These are critical or fundamental to the performance of the position. They are the major functions for which the person in the position is held accountable. Following are the essential functions of the position, along with the corresponding performance standards.

o Major Task, Duties, and Responsibilities

 Open office daily and begin preparing for public visits and calls.

 Answers PBX daily and transfers all calls to appropriate personnel.

 Receipts cash, checks, and credit card payments over the counter from patients, guarantors, attorneys, etc

 Receipts cash, checks, and authorizations for online and mail credit card payments from patients, guarantors, insurance companies, etc received by mail.

 Research payments on the computer system to determine proper application and records payment in daily batch.

 Distributes money to personnel for petty cash purchases and obtains receipt for same.

 Prepares an adding machine tape on all checks receipted daily.

 Balances daily cash, checks, and credit cards with totals on the daily cash batch.

 Prepares individual window deposit and forwards to the Head Cashier at Patient Financial Services.

 Closes office daily and secures locked cash boxes in the safe.

 Opens, sorts, preps, and posts mail payments.

 Assists other personnel as needed (ex. scanning third party information, taking messages, researching files).

o Other

 Client Billing processes billing and payments for drug screens

 Maintain Chapter 7 bankruptcy cases.

 Update accounts for agency transfers and bankruptcy assignment

 Notate all OPS accounts with PPM account number and total charges.

 Update accounts when mail is returned from the post office; and batch to be scanned and indexed.

o Ability to produce workable ideas and techniques, willingness to attempt new approaches and perform job duties independently.

 Performs duties in an independent manner with minimal direct supervision.

 Can solve day to day problems within scope of practice and make decisions in a timely manner.

 Offers workable ideas, concepts and techniques to improve productivity.

 Willing to attempt new job duties, tasks, etc.

 Maintains regulatory requirements including all state, federal and Joint Commission regulations related to Patient Financial Services and, as appropriate, to the facility.

 Performs any other task as requested by Supervisor or Management in a willing and positive manner.