Patient Services Representative

This position will have assigned areas of responsibility, which will rotate. The need to maintain flexibility in the change/modification of work duties to allow the department coverage to meet its needs. 

Deficiency Analysis

• Analyze each discharged patient’s record for incomplete or missing documentation and signatures and identifying the responsible practitioner via timely notifications of the necessary corrections by providing the deficiency links for completion;
• Verifying chart completion and monitoring the reanalysis task list, decline list along with others to ensure all records are appropriately and accurately completed;
• Identifying physician suspensions and notifying appropriate hospital personnel/departments of such suspensions;
• Run weekly physician and non-physician deficiency letters
• Mark incorrect documentation or misplaced documentation “in error” and place in the correct patient’s chart

 Release of Information

• Coordinates the release of medical information to all requestors, including patients, physicians, other health care providers, insurance companies, attorneys, responds to subpoenas, court orders and other legal proceeding in accordance with hospital policy and applicable HIPAA, state and federal laws by pulling and preparing both paper-based and electronic health records for photocopying, emailing, uploading as well as burning CD’s for release of information and audits
• Process urgent request in a timely manner accurately and correctly, according to the content of the requests, company procedures and established standards of quality and productivity.
• Date stamps all requests and highlights pertinent data to facilitate processing
• Validates requests and authorizations for release of information according to company procedures and HIPAA regulations.
• Documents requests and updates their status in the electronic tracking system as required by established procedures. Ensures that requests and authorizations are scanned into the electronic health record system

Chart Prep/Scanning

• Ensure receipt of all inpatient/outpatient/emergency department/clinical and historical patient records;
• Prep and scan to the highest level of quality possible while indexing all documents and assuring they are assigned the appropriate document name, contain patient identification on each document on a daily basis to ensure timely processing of the record;
• Assists in scanning/downloading new patient charts along with the process of obtaining these records while maintaining an electronic tracking system as required by established procedures.
• Responsible for delivery/notification of new patient charts to physician practices;
• Follows hospital policy, state and federal guideline for chart destruction and maintains electronic tracking system as required by established procedures.
• Responsible for the coordination, preparation and electronic transmission of birth certificate and paternity data to state authorities as prescribed by law; routinely interacts directly with patients and others regarding matters of birth certificate worksheet completion, paternity, and other birth-related issues; routinely attends state-mandated meetings related to birth certificate completion and serves as trainer and resource to staff for regulatory changes or updates as needed related to birth data collection and transmission. For this function notary public services are required.
• Picks up and deliveries mail daily

Work Queue Monitor

• Will process incoming faxes in a date order with the oldest starting date. 
• Attached incoming documents to the correct patient and label accordingly
• Send any medication request to the appropriate clinic pool
• Label referrals and leave in the work queue for them to be process, with the exception 
• of providers who want them sent directly to them 

General Functions

• Demonstrate a positive and professional approach and communicate effectively with customer and team members at all times
• Exercising the ability to retrieve, communicate or otherwise present information in written, auditory, oral or visual fashion in a professional articulate, courteous manner is essential while providing excellent customer service to both internal and external customers
• Receives and responds to incoming requests for health information. Assists patients, processes mail, and responds to telephone and e-mail inquiries (departmental and personal).
• Become knowledgeable and stay up to date on medical staff by laws, HIPAA and LRH’s breach notification process, patient portals and direct messaging process;
• Processes inbound messages and trouble shoots and responds to Patient Portal requests
• Running reports as requested
• Serve as backup for unavailable provider build
• Reports weekly key performance indicator stats 
• Serves as trainer and mentor to new hires and other department staff in clerical and technical job tasks 
• Pull ambulance records from the State’s “Image Trend Hospital Hub” portal
• Attends and participates in department staff meetings as requested. 
• Assists in other duties as assigned by management