Description

Position Summary

Functions as the first point of contact for most patients utilizing BCHC facilities for health care services, and is a resource to patients entering or calling the facility. Manages the timely and accurate collection of important patient information during registration, scheduling and checkout function. Participates actively in BCHC’s mission to provide exceptional patient-centered primary and preventive healthcare for all residents of Berks County, regardless of patient status. The Patient Services Representatives (PSR) actively supports BCHC in its efforts to maintain designation as a Federally Qualified Health Center (FQHC) and as a Patient Centered Medical Home (PCMH). Participates actively in BCHC’s mission to provide exceptional patient-centered primary and preventive healthcare for all residents of Berks County, regardless of patient status.

Berks Community Health Center’s (BCHC’s)
Expectations of all Employees

• Adheres to all BCHC’s Policies and Procedures.
• Conducts self in a manner that represents BCHC’s core values of Respect for People, Quality, Integrity and Community Focus at all times.
• Maintains a positive and respectful attitude with all work-related contacts.
• Communicates regularly with her/his immediate supervisor about Departmental and BCHC concerns.
• Consistently reports to work prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.

Principal Duties and Responsibilities

• Manages/assists with all patient registration, Uniform Data Set information collection, appointment scheduling, patient checkout, collection of co-pays and deductibles, and other administrative processes as assigned.
• Ensures all relevant patient registration information is collected and updated at each visit. Ensures that all records collected, processed, entered and filed are done so in a timely, accurate manner without error.
• Provides patients with a level of service, professionalism and care that promotes customer satisfaction.
• Answers patient inquiries about their account information, insurance filing, co-pays, etc. or directs patients to appropriate department or resource.
• Maintains patient confidentiality and privacy at all times.
• Verifies patient’s insurance status. Assess patient eligibility for Medicaid, Medicare or CHIP insurance.
• Collects information for sliding fee scale application as necessary.
• Calls no show appointments to reschedule. Performs appointment reminder calls at least 48 hours prior to the scheduled appointment time.
• Documents changes in patient contact information in the electronic medical record.
• Verifies insurance coverage with the primary carrier via electronic verification system of phone call.
• Performs daily closeout procedures including reconciliation of cash and credit card receipts, as directed. Reconciles all clinical and administrative paperwork at end of day, as directed.
• Provides support for additional administrative and support activities within the registration / business office.
• Completes clerical portion of forms for assigned provider and follows through on each document for timely completion and return to patient or requesting body.
• Answers incoming phone calls.
• Maintains a high level of productivity and accuracy in all tasks assigned.
• Participates in effective, positive and collaborative relationships within and among the Center’s staff, as well as with patients, vendors, contractors, and related resources.
• Ensures all actions, job performance, personal conduct and communications represent the organization in a highly professional manner at all times.
• Ensures and upholds the confidentiality and privacy requirements of all patient records, and manages all daily tasks and activities consistent with HIPAA, state and federal laws and regulations, as well as within BCHC’s policies and procedures regarding confidentiality and security.
• Upholds and ensures compliance with and attention to all BCHC policies and procedures.
• Works to further the mission of BCHC and uphold organizational values.
• Other duties as required.

General Responsibilities

• Upholds and ensures compliance with and attention to all BCHC policies and procedures.
• Works to further the mission of BCHC and uphold organizational values.
• Fosters teamwork within and between individuals and teams at BCHC by promoting open communication, mutual respect, and shared decision-making to achieve quality patient care.
• Functions competently within own scope of practice as a member of the health care team.
• Values the perspectives and expertise of all health team members.
• Respects the unique attributes that members bring to a team, including variations in professional orientations and accountabilities.
• Assumes role of team member or leader based on the situation.
• Initiate requests for help when appropriate to situation.
• Openly offers assistance to others when appropriate to situation regardless of whether assistance was specifically requested.
• Communicates effectively and efficiently with team members, adapting own style of communicating to needs of the team and situation.
• Demonstrates commitment to team goals rather than individual priorities.
• Solicits input from other team members to improve individual, as well as team, performance.
• Initiates actions to resolve conflict.
• Develops, fosters and supports communication practices that minimize risks associated with handoffs among team members and across transitions in care.
• Participates in designing systems that support effective teamwork.
• Adheres to performance and behavioral expectations of healthcare professional in support of the mission and values of BCHC consisting of Respect for People, Quality, Integrity and Community Focus, and support its continued growth and success.
• Attends All Staff and Departmental staff meetings.
• Serves on BCHC’s internal committees as assigned.
• Maintains effective, positive and collaborative relationships within and among the Center’s staff, as well as with patients and families, and outside health-care resources.
• Ensures all actions, job performance, personal conduct and communications represent the organization in a highly professional manner at all times.
• Ensures and upholds the confidentiality and privacy requirements of all patient records, and manages all daily tasks and activities consistent with HIPAA, state and federal laws and regulations, as well as within BCHC’s policies and procedures regarding confidentiality and security.
• Upholds and ensures compliance with and attention to all BCHC policies and procedures.
• Completes activities that help to maintain a clean, organized and safe work environment that facilitates ease of patient and team member flow and increase patient and team satisfaction.
• Other duties as required.

Other Responsibilities

• Complete required orientation as defined by BCHC.
• Comply with Berks Community Health Center’s written standards, including: the BCHC policy entitled “Organizational Ethics and Standards of Conduct;” the policies, procedures, directives, education and periodic updates of the BCHC Compliance Program; and all BCHC policies and procedures (BCHC’s “Written Standards”). Such compliance will be an element considered as part of the regular performance evaluation.
• Respect cultural and religious practices of patients.
• Uphold HIPAA regulations.
• Punctual and dependent for assigned/confirmed shifts.

Qualifications

Knowledge, Skills and Abilities

Key Competencies

• Demonstrated success in communication, customer service or working with the general public, preferably in a medical care facility.
• Demonstrated success in managing difficult customer situations.
• Demonstrated success in general computer competence including basic Word, and potential to be trained on specific software for patient information, billing and communication.
• Proficiency in using computer systems.
• Demonstrated typing proficiency and accuracy.

Education and Requirements

• High School diploma or equivalent. Must be able to speak, read, write and understand English and Spanish. Bilingual required.
• Two (2) years experience in medical / clinic setting with insurance verification preferred but not required.
• Training as a medical assistant, medical secretary or medical records from accredited school preferred, but not required.
• Functions in a multi-tasking, multiple priorities environment, while maintaining accuracy and attention to detail. Performs all duties in a timely and accurate fashion.
• Utilizes a wide variety of office technology and tools to collect, enter, process, file patient records and documentation such as computers, adding machines, fax machines, phones and other related office equipment.
• Communicates with a diverse, sometimes difficult, patient/customer population. Will be required to effectively and politely manage patients and families in situations that can be stressful.
• Knowledge of medical terminology preferred.
• Covid-19 Vaccine Required. 

Physical Demands and Requirements for the Position

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.

Mental Activities and Requirements for the Position

In accordance with the American for Disabilities Act, it is possible that requirements will be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which may impose undue hardships on the organization.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.