Position Title: Patient Services Representative

Status:  Full-Time/Union

Reports to: Clinic Office Manager

Salary: $18.00 hourly

Benefits: Medical and DentalPaid Holidays Personal Days VacationSick Leave (10 days per year)403 B Retirement Plan; 2% employer match after one year of employment 

The Patient Services Representative is responsible for ensuring patients are provided with exceptional customer service. The PSR is responsible for ensuring inbound and outbound calls are handled appropriately and within established clinic protocols. Duties include, but are not limited to registering patients, determining and verifying patient program/insurance eligibility requirements, scheduling patient appointments, scanning/inputting and updating required patient information in the electronic health record or other systems, confirming appointments, assisting patients with provider changes. In addition, PSR will assist with medication refills, triage questions, external Pharmacy calls for medication verification. The PSR will also assist in triaging all walk-in patients by assisting walk-in patients obtain appropriate appointments or services and facilitates patient flow. This position provides support to the Clinical and Administrative team. Position requires excellent customer service skills with patients, employees, and the public. Individual must also be flexible, organized and must be able to manage a demanding workload with accuracy. In addition, supports Clinica's Mission Statement and complies with all policies and procedures of the Organization.

Responsibilities:

• Supports and implements the organization’s vision, mission and values.
• Determines priorities and method of completing daily workload to insure that all responsibilities are carried out in a timely manner.
• Performs all job functions in a professional and courteous manner. This includes answering all general phone calls timely. Provide excellent customer service to patients by being responsive to all inquiries in a timely manner. Especially treating patients with respect and dignity.
• Fosters and promotes a culture of service excellence and accountability.
• Has the ability to understand the importance of good patient relations and excellent customer service. Assures timeliness of service and maintains patient confidentially at all times.
• Addresses and resolves patient’s questions and concerns related to past, current or future medical visits, by connecting with pertinent departments for support (front office, back office/providers or pharmacy).
• Answers telephone calls timely, courteously, and professionally. Demonstrates knowledge of telephone decision-making guide. Displays the ability to utilize the computer system to obtain requested information, update demographic files and/or make, cancel, and reschedule appointments. Provides appointments and information, forward calls when appropriate, and takes detailed messages when required. Completes and submits departmental requests for information and reports.
• Demonstrates the ability to identify the patient’s account via date of birth or name search, create accounts (temporary) for new patient appointments, verifies and updates demographic information. Understands and follows eligibility requirements and verification processes for programs available in the organization.
• Demonstrates knowledge of health center locations, types of services offered, providers schedules, and hours of operation. Provides patients with overview of comprehensive services offered at the clinic.
• Assists with ensuring providers schedule/appointment thresholds are being met to maximize provider’s productivity/visits.
• Identifies new patients enrolled and assist with new patient’s welcoming activities.
• Supports health center with patient access task force activities.
• May be assigned to various patient population recall reports such as Enrollment, Meaningful Use, HEDIS and preventative measures reports.
• Identifies patients that may need enrollment assistance and/or not meeting HEDIS/preventative measures and ensures an appointment is scheduled with the appropriate services.
• Complies with organizational policies and procedures.
• Performs all other duties and projects as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

• High School degree or GED equivalency required.
• Medical Assistant Certification
• Minimum of three year of direct customer service work experience, preferred.
• Excellent telephone and interpersonal communication skills required.
• Six months recent experience with front office and/or back office, preferred.
• Experience with electronic health records and practice management systems preferred.
• Bilingual Spanish and English a must.
• Knowledge of medical technology platforms, preferred.
• Knowledge of navigation of other technological platforms i.e. Microsoft products a must.
• Typing a minimum of 45 words per minute. MS Excel / EPIC experience preferable.
• Must provide proof of up-to-date COVID-19 vaccinations including recommended doses in the primary series AND booster dose when eligible.

Other Skills and Abilities

• Ability to communicate clearly, accurately and effectively.
• Multi-task effectively.
• Bilingual (English/Spanish) Required
• Ability to function in a fast-paced environment.
• Ability to handle, refer and transfer incoming and outgoing phone calls.
• Ability to be detailed oriented.