Job Summary
The Patient Services I’s primary job function is to be responsible for initiating patient visits, coordinating patient appointments, collecting payments, entering/updating patient information on our computer system and providing courteous, efficient and informal telephone access to clinic services.

Job Specific Competencies
1. Greets all patients and guests in a warm and friendly manner.
a. Performs AIDET 100% of the time; 90% proficiency score must be maintained.
2. Registers patients; collects demographics and updates data as needed; and assists them with forms if necessary.
3. Schedules appointments for patients using scheduling protocols and answering scripts.
4. Enters accurate data in EMR, EDR and other electronic records in accordance with protocol.
5. Obtains and verifies insurance information.
a. Obtains and scans copy of insurance card.
b. Verifies eligibility at each appointment
c. Collects switch forms and waivers when necessary.
6. Collects and records payments from patients. Balances encounter batch and monies collected with totals in practice management system.
a. Responsible for reviewing task buckets and claim work flow work list daily.
b. Perform the End of Day Review.
c. Barcode and fax all incoming documentation daily.
7. Directs phone calls to proper destination or takes a message as per protocol.
8. Assists patients with information and education on other CVCH programs as approved by Supervisor.
9. Provides accurate verbal translation, English & Spanish, when required.
10. FOR DENTAL ONLY: Schedules appointments for patients using scheduling protocols and answering scripts.
a. Confirms all patients the day before scheduled appointment.
b. Maintains provider’s schedules at number of appointments per day as per Dental Scheduling protocol. This includes follow-up on missed appointments and missed recall.
11. FOR DENTAL ONLY: Dental No Show
a. Prepares and mails appropriate No Show letter and documents EDR record (refer to No Show policy).
b. Identify reinstatement eligibility, collect documentation required in the No Show policy and submit to Dental Operations Manager for consideration.
12. FOR DENTAL ONLY: Recall Management
a. Runs Recall tickler report bi-weekly for upcoming needed appointments and sends reminder postcards (refer to dental recall protocol).
b. Makes follow-up calls to current and past due recall patients to schedule appointments.

General Duties and Responsibilities
1. Performs other duties and tasks as assigned by supervisor.
2. Expected to be prepared to start shift at scheduled time, meet attendance standards, and work the hours necessary to perform the essential functions of the job.
3. Conforms to safety policies, general housekeeping practices.
4. Demonstrates sound work ethics, flexible, and shows dedication to the position and the community.
5. Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers.
6. Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.
7. Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.
8. Conforms to CVCH policies and Joint Commission and HIPAA regulations.

Job Specifications
1. Education: None required. High School Diploma or equivalent preferred.

2. Certification/Licensure: N/A

3. Experience: One year experience in the medical or business/office field or equivalent education and training/certification preferred.

4. Language Skills: Bilingual in English/Spanish required.

5. Essential Technical/Motor Skills: Knowledge of computer applications and equipment related to work. Effectively work in a multi-task environment, prioritizing tasks properly, and completing tasks/projects in a timely manner. Basic computer experience; adequate typing; 10-key calculator and filing skills;
ability to communicate with fluency in English/Spanish.

6. Interpersonal Skills: Excellent customer service skills. Ability to work in a collaborative team work environment and/or work independently. Strong interpersonal and communication skills, with the ability to work effectively with a wide range of consumers in a diverse community. Develop and maintain effective working relations with peers, patients, other agencies, contracted providers, and the public. Able to work well independently, learn quickly and adjust work assignments in response to system changes. Caring attitude, commitment to serving low-income patients.

7. Essential Physical Requirements: This job is performed mostly in a typical inside, office environment. Essential physical requirements of this job include: light physical effort; repetitive motions of wrists, hands, and/or fingers; standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling; frequent sitting; lifting and/or moving items weighing a minimum of 10 pounds (assistance is available as needed); ability to read forms and computer screens and to read correspondence and other documents.

8. Essential Mental Abilities: Strong organizational skills, attention to detail, must possess problem solving/reasoning skills, assess and evaluation various situations. Knowledge of federal and state regulations for health care plans. Ability to interpret and manipulate numbers, analyze, assessing/evaluating, and exercise good judgment. Must demonstrate concern for accuracy and attention to detail.

9. Essential Sensory Requirements: Essential sensory requirements include the ability to: read computer keyboard, monitor, and documents; prepare and analyze documents; read extensively; hear, recognize, and assess verbal presentations of patients; receive and convey detailed information orally, by telephone and in person; convey accurate and detailed instructions by speaking to others in person and by telephone.

10. Exposure to Hazards: Possible exposure to airborne/blood borne pathogens, possible exposure to body fluids/blood. Worker is subject to inside and outside environmental conditions on a frequent basis with moderate/extreme noise. Worker has contact with consumers and other staff and may be exposed to severe medical conditions presented by them. Exposure to hazardous substances is a moderate risk and there are possible and physical injurious conditions.

Blood/Fluid Exposure Risk
Category II
1. Usual tasks do not involve exposure to blood, body fluid, or tissues but job may require performing unplanned Category I tasks.

Age Specific Competency
1. Neonatal (Birth – 30 days)
2. Infant (30 days to less than 1 year)
3. Pediatric (1 year – 12 years)
4. Adolescent (12 years – 18 years)
5. Adult (18 years – 65 years)
6. Geriatric (65 years – Death)

Telecommunication
• Position not eligible for Telecommuting

Benefits

*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE

Compensation: $18.46/hour