Patient Services Representative Medical

Primary job function is to work as part of a team to provide high quality, efficient service oriented patient care while demonstrating the health center's core values. Under the direct supervision of the Clinic Manager, the Patient Services Representative (PSR) is responsible for providing a high level of customer service to Camino's patients, community partners, and other health center employees. The PSR is responsible for effectively communicating with patients for the purpose of obtaining and relaying accurate information needed for processing their medical visit. The PSR is charged with answering phone calls from patients and the community and appropriately processing each request. The PSR is responsible for processing medical records and other patient related documents. The PSR uses the health center's electronic health record (EHR) and electronic workflow processes to conduct their work.

Ensure that the core values of Camino Health Center - dignity, excellence, service and justice are carried out within daily tasks.

Essential Function

% Time Spent

% Weighting

Communication

Communicates with clients and patients in a respectful manner that creates and sustains positive working relationships.
Welcomes patients and verifies appointment time and type.
Assists patients and caretakers with the completion of medical history forms as needed.
Verifies patient eligibility to participate in public programs.
Addresses patient questions concerning services or method of payment.
Administers the Certification of Income form and documents sliding fee schedule eligibility.
Explains insurance coverage.
Schedules patient appointments.
Answers all incoming calls in a timely manner and responds appropriately, in a manner that conveys the health center's core values.
Provides information for special needs.
Makes simple referrals to other agencies.
Calls patients to remind them of their upcoming appointments.

50

50

Documentation and Patient Flow

Accurately checks-in and acknowledges patients in the EHR.
Collects demographic and health information needed to facilitate the patient encounter.
Accurately enters registration information for new patients and updates for established patients in the EHR.
Ensures patient registration information forms are complete and signed.
Ensures the annual update to the Certification of Income form is completed and accurately documented in the EHR.
Collects insurance cards and MSN acceptance letters when applicable.
Accurately collects and documents co-payments, nominal fees and sliding fees.
Discusses account balances and asks for past due payments.
Provides patients with a statement of charges and payments.
Reconciles cash collected daily and ensures that money has been secured in the safe.
Obtains consent for treatment for all family members.
Accurately completes all forms required for eligibility certification for public programs, including but not limited to CDP, CHDP, and CAIR.
As appropriate, informs other health center team members of any specific patient needs.

25

25

Medical Records

Monitors electronic fax queues and accurately e-files documents.
Distributes correspondence to Provider's bins from e-fax queue.
Reviews Medical Records message queue and using standard protocols, acts on each item accurately and in a timely manner.
Answers medical records phone calls and retrieves voice messages and acts on each consistent with standard protocols.
Facilitates the release of medical records in a manner consistent with health center policies and applicable HIPAA regulations.
Assists Medical Assistants with obtaining medical records as requested.

25

25

Additional Responsibilities: List infrequently performed and non-essential tasks.

Performs other duties as assigned by supervisor

Knowledge / Skills / Abilities: List the knowledge, skills, and abilities required to perform the essential functions of this position.

Work collaboratively with people of all ages, social, and ethnic backgrounds
Work independently and as part of a team
Basic time management skills with the ability to simultaneously manage multiple tasks and meet deadlines.
Ability to work in a fast paced environment
Basic oral and written communication; basic math skills
Knowledge of medical office policies and procedures
Proficient in using computer and office equipment
Ability to convey a sense of confidence and trust to all patients
Ability to relate well to other health professionals and support staff
Ability to carry out administrative and patient support services
Ability to maintain patient confidentiality

Age-Related Competencies: List the knowledge, skills and abilities required to provide age-specific care.

Demonstrates the ability to meet the age related needs of the specific population served

Information Management:

Treats all information and data within the scope of the position with appropriate confidentiality and security

Risk Management:

Cooperates fully in all risk management activities and investigations

Safety Requirements:

Knowledge of, observes, and complies with clinic safety policies and emergency procedures

Additional Requirements:

Able to work flexible hours, including evenings and weekends
Able to work at various health center locations and outreach sites

Minimum Position Qualifications: List the minimum qualifications required for this position.

Education: High school graduate or equivalent

Experience / Training: Bilingual English/Spanish; Excellent customer service skills

License / Certification:

Preferred Position Qualifications: List the preferred qualifications required for this position.

Education:

Experience / Training: One year clinical/medical front office experience preferred; experience using an electronic health record