Patient Services Representative

Job Title: Patient Services Representative I

Position Code: B06N Non-Exempt

Department: Health Center Operations

Position Category (330): Patient Support Staff (L32)

Position Category (RPHCA): Administrative Staff

Union Exempt: No

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Position Summary

Under the close supervision of the Health Center Manager, greets patients and visitors entering the health center, registers new and returning patients, and collects payments/visit deposits from patients for their visit, conducted in a manner that is supportive and responsive to patients and visitors.

Essential Duties and Responsibilities

Patient Reception

• Greets new and returning patients and clients entering the health center and checks them in for scheduled and walk-in appointments.
• Updates patient records to verify contact information.
• Greets other visitors to the health center and directs them to the appropriate offices or individual staff.
• Provides general information to patients concerning functions of FCCH.
• Answers the telephone and connects callers to the appropriate offices or individual staff.
• Schedules new office appointments and return appointments.
• Pulls and files medical charts when necessary.
• Other duties as assigned.

Patient Registration

• Meets with patients to collect required personal, health, and insurance information for the permanent patient record.
• Enters accurate patient data into the computer system on a daily basis.
• Collects patients’ copay/coinsurance/deductible visit deposit at time of service
• Keeps accurate, balanced, locked cash bag/box, and is personally responsible for any imbalance in the daily reconciliation of cash receipts.
• Verifies insurance eligibility for Medicaid, Medicare, and third-party payors.
• Verifies personal income according to established guidelines for all patients.
• Follows appropriate computer downtime procedures.
• Scans patient registration documents as directed.

Requirements

MINIMUM EDUCATION AND EXPERIENCE

• High School graduate or GED certificate
• Three to six months related experience and/or training is required.
• Bi-lingual English/Spanish is preferred.

LICENSES/CERTIFICATIONS REQUIRED

• None

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Knowledge of patient registration procedures and documentation.
• Receptionist skills.
• Demonstrates knowledge of applicable FCCH patient-related forms and programs.
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Knowledge of planning and scheduling techniques.
• Knowledge of pre-certification requirements, procedures and documentation of third party medical insurance payors or other patient healthcare funding programs.
• Ability to analyze and solve problems.
• Skill in the use of personal computers and related software applications.
• Appropriate knowledge and familiarity with various compliance programs and elements. Cooperates fully and complies with applicable laws and regulations.
• Ability to maintain quality, safety, and/or infection control standards.
• Basic knowledge of general office procedures to include filing, copying, and faxing.
• Ability to use a multi-line telephone to schedule appointments.
• Ability to use a computer to enter patient data and retrieve information to generate reports and payment receipts.
• Ability to work on multiple tasks within established deadlines.
• Ability to work under the direction of a supervisor and follow instructions for work completion.
• Ability to take the initiative to resolve patient concerns and problems.
• Able to work well with diverse groups of people

Age of Patients Served

• All ages.

Physical Characteristics/Working Conditions

A person in this position has sufficient time to complete most tasks although under pressure depending on patient and organization demands. There are frequent opportunities to relax from any physical exertion or to change position in work activities.

• Physical Effort and Dexterity: Good dexterity to operate personal computer and office equipment. Occasional lifting and carrying related to office duties.
• Machines, Tools, Equipment required to be operated: Capable of using office machines and personal computers for word processing, data entry and spreadsheet applications.
• Visual Acuity, Hearing, and Speaking: Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.
• Environment/Working Conditions: Work is mostly inside an office in a controlled environment. Normal office safety precautions and practices are required. Position requires travel throughout the Albuquerque metropolitan area. Work regularly scheduled Monday-Friday, although weekends may be required to meet deadlines.