Position Title: Patient Services Representative - Level II
Department: Eye/Dental Reception
Supervisor: Patient Services Manager
Hours Per Week: Full-Time (40 hours)
FLSA Status: Non-Exempt
Primary Function:
The Patient Services Representative performs various reception, appointment booking, secretarial and/or clerical tasks while functioning as support staff to the Eye and Dental Care Departments.
Duties & Responsibilities:
- Register patients; collect and enter accurate demographic information; and obtain and assign appropriate insurance coverage(s) based on visit type.
- Accurately schedule appointments in the patient's Electronic Medical Record (EMR).
- Collect payments from patients. These may include outstanding balances, copayments or coinsurance.
- Answer telephone, schedule appointments and greet patients.
- Observe waiting area to ensure all patients have needs addressed and are informed of any delays.
- Assist patients with the completion of various forms including medical history, SDOH forms and surveys.
- Monitor and work applicable patient lists, in-baskets and work queues.
- Coordinate with other health center departments when needed to ensure patients' needs are met.
- Obtain and reach out to referrals when necessary.
- Call patients and remind them of their appointment.
- Scan and archive appropriate patient information in patient charts.
- Translate for or take messages for providers as needed.
- Monitor medical prior authorizations, sending documentation for approvals as required.
- Follow all health center policies and procedures including patient confidentiality/HIPPA.
- Perform other duties as required by the position or as assigned by supervisor.
This job description is not designed to cover or contain a comprehensive listing of all the activities, duties and/or responsibilities that are required of this position. Duties and responsibilities are subject to change due to business needs at any time with or without previous notice.
Minimum Basic Knowledge:
- High School Diploma or its equivalency (GED Certificate).
Experience & Qualifications:
- Excellent communication skills and sensitivity to patients' needs.
- Ability to work effectively within a team.
- Proficiency in data entry, typing and exceptional customer service skills is required.
- Ability to work in a fast-paced environment, prioritize tasks in an organized manner.
- Knowledge of Microsoft Office Suite as well as a willingness to learn other computer programs.
- Bilingual language skills in English and Cape Verdean Creole, Portuguese or Spanish highly preferred.
Essential Functions:
- Greet, register and check-in patients for their scheduled appointments; collect demographic, account, insurance data; work with patients on consents and form completion; collect co-payments and self-payments; verify insurance coverage prior to and on the date of service for all patient visits.
- Provide exceptional customer service delivery to UCC patients and to other staff; collaborate with other staff and work as a team.
- Answer phones and schedule appointments, plus work to ensure the provider schedules are consistently full as far in advance as possible.
- Comprehensively and timely manage the various patient work queues.
Physical Requirements:
- Refer to the 'ADA Physical Efforts Checklist'.
Supervisory Responsibility:
Define Access Level to PHI: Level 2: Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.