Job Details

Job Title

Patient Service Representative I

Reports To

Supervisor of Patient Services

Salary Grade

N4

FLSA Status

Non-Exempt

Effective Date

July 2023

Summary

The Patient Service Representative I is the first point of contact for patients entering the facility. They greet and treat patients in a professional manner with the highest regard to customer service. They interview the patient to gather demographic information, and reason for their visit. They gather insurance information, screen for sliding scale fee program, and collect payment as deemed necessary. They register the gathered information into their electronic health record chart for all Village Health Center departments (medical, dental psychiatry, behavioral, street health, transformative recovery, groups, and specialty services) and verify insurance to assure check-in accuracy for billability of services. In addition, the Patient Service Representative I will assist with incoming calls, screen, and transfer calls as appropriate, schedule, reschedule and cancel appointments as requested.

Essential Functions

• Implements the highest level of customer service skills to greet patients, clients, and visitors entering the clinic following all organizational customer service guidelines.
• Collaborates and participates with other internal and external departments to provide assistance, guidance and direction to visitors and patients.
• Must become familiar with the policies and procedures of our facilities, including but not limited to: health center, Village-based, and community resources available.
• Assists with front loading of patient charts prior to check-in to improve timeliness of the registration process and improve patient satisfaction.
• Verifies patient’s demographic and personal information and enters them in the appropriate EHR program at each visit and adheres HIPAA compliance.
• Verifies insurance benefits and eligibility by using insurance portals or telephone to assure accurate billable services.
• Performs check-in processes of patient appointments following the set procedures and protocols for all departments of the Village Health Center in the electronic health record.
• Completes forms for patient registration, billing, and sliding scale program as necessary; assist patients with completion of forms.
• Schedules, reschedules, and/or cancels patient appointments at patient or provider request.
• Accurate documentation and routing of messages.
• Assesses patient for sliding fee schedule and collects payments per sliding fee programs per established guidelines.
• Maintain effective communication and working relationships with the patients and other employees.
• On time completion of assigned training and policies.
• Performs other duties as assigned.

Qualifications

• High School Diploma or GED
• 6 months’ experience in a medical and/or dental front office preferred.
• 3 months’ experience using a medical and/or dental electronic health records system.
• Bilingual (Spanish/English) preferred.
• Knowledge of Medi-Cal, Medicare, managed care plans, third party rules and regulations and insurance guidelines preferred.
• Strong written and verbal communication skills.
• Basic computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information, read and respond to emails).
• Verifying insurance/program eligibility preferred.
• Excellent customer service skills and commitment to providing the highest level of customer satisfaction.
• Ability to interface with all levels of personnel in a professional manner.
• Ability to handle multiple activities simultaneously.
• Participate in annual Tuberculosis screening and/or other screenings when necessary.
• Reasonable accommodations may be granted where appropriate.
• Knowledge of and compliance with HIPAA privacy laws.
• EPIC experience preferred.

About Father Joe’s Villages

At Father Joe’s Villages, we’re looking for compassionate, mission-driven individuals to join our team and help us end homelessness one life at a time. Our work is driven by our C.R.E.E.D which is the foundation for our interactions with clients, volunteers, other staff members and the community at large:

Our Values

• C ompassion-Concern for others and the desire to assist.
• R espect-An act of giving particular or special regard.
• E mpathy-Understanding and being aware of and sensitive to the feelings, thoughts, and the experience of others without judgment.
• E mpowerment-Helping others to help themselves.
• D ignity-All people are considered worthy of our esteem.