MOSAIC FAMLY HEALTH

POSITION DESCRIPTION

PATIENT SERVICES REPRESENTATIVE

Position Title: Patient Services Representative (PSR)

Reports To: Operations Supervisor

Date Last Updated: June 2022

Summary: The Patient Services Representative (PSR) is often the first contact of the clinic experience whether it is in person or on the phone. This role is expected to welcome and greet all visitors. The incumbent will possess excellent customer service skills. In addition, the Patient Services Representative (PSR) will work with the patient regarding scheduling, updating patient information, performing visit processing (check in) and check out functions and acting as a liaison in reporting any patient suggestions to the clinic operations supervisor. The Patient Services Representative (PSR) position requires a variety of skills to maintain clinic schedules and patient related issues. Also responsible for assisting in the maintenance of scheduling templates and providing input in department guidelines. This position is also responsible in helping to train Family Medicine Residents and other trainees.

Qualifications/Requirements: ▪ Excellent verbal communication and customer service skills
▪ High school diploma or equivalent
▪ One year of experience working in an office environment preferred.
▪ Professional demeanor
▪ Knowledge of and ability to use computers for entering appointment information and patient billing

▪ Knowledge of medical terminology preferred
▪ Proficient in Microsoft Office Suite
▪ Experience with answering phones, greeting patients and families in person and scheduling appointments.

▪ Ability to work as a member of a team
▪ Ability to prioritize tasks
▪ Maintain proficiency in EPIC
▪ Ability to maintain patient privacy required.

Physical Requirements: Primarily sedentary work, exerting up to 10 lbs. of force occasionally or a negligible amount frequently

Physical Activity: Frequent sitting and standing, transporting, reaching, lifting, typing, grasping, talking-speaking clearly, hearing-conversation, and seeing-near.

Work/Environmental: Moderate noise level consistent with an office environment and potential for exposure to blood borne pathogens and diseases

Personal/Physiological: Interaction with professional people, using good judgment in emergency situations, frequent changes in volume of work and types of work.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

Position Responsibilities:

Essential

Y 1. Screen patient calls, appropriately taking messages or directing the call to clinical staff, using the language line when necessary.

Y 2. Schedule patient appointments per scheduling guidelines. Make a determination when a call should be transferred to a clinical staff member for immediate attention of patient’s needs.

Y 3. Maintain daily and future schedules, adhering to Mosaic Family Health scheduling guidelines.
Y 4. Check schedules daily regarding no-shows, patient cancels, reschedules, physician cancels/reschedules and follow up appropriately.

Y 5. Keep desk/reception and lobby/waiting room area neat.
Y 6. Keep patients informed of delays, per patient care staff and clinical procedure.
Y 7. Adhere to current and remain current on Mosaic Family Health policies and procedures, as well as departmental protocols.

Y 8. Assist in orientation/training/cross-training of staff members as assigned.
Y 9. Determine priority of various patients when making rescheduling decisions.
Y 10. Contact appropriate staff immediately regarding emergent situations, whether in person or on the phone.
Y 11. Complete duties within deadlines and assigned hours.
Y 12. Willingly accept additional assignments while appropriately maintaining assigned formal job responsibilities.

Y 13. Update CPR bi-annually and participate in mock codes.
Y 14. Participate in staff meetings.
N 15. Remind patients of scheduled or rescheduled appointments via telephone or letter
Y 16. Use the EPIC system to perform job duties.
Y 17. Verify current address, insurance, workers compensation, primary care provider, etc. using standardized registration guidelines.

Y 18. Arrange for transportation of patients as needed.
Y 19. Assist patients as necessary per ADA guidelines.

20. Follow HIPPA regulations
Y 21. Collect co-pays or refer to the billing office when appropriate
Y 22. Follow and implement changes in policies and procedures directed from the supervisor
Y 23. Implement and reflect the Mosaic Family Health management philosophy and mission in the delivery of
health care services.

Y 24. Participate as a team player with all team members at Mosaic Family Health
Y 25. Assist in monitoring of customer satisfaction\
Y 26. Identify areas of improvement within the reception department
Y 27. Demonstrate commitment to professional growth and competence.
N 28. Perform miscellaneous clinic responsibilities as assigned.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Experience:

• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)
• Medical Assistant: 1 year (Preferred)

Work Location: In person