Health Information Clerk/Patient Service Representative Float

Position Summary

The Health Information Clerk & Patient Service Representative plays a dual role in ensuring the efficient handling of patient health information and providing outstanding front-desk administrative support. This individual is responsible for maintaining accurate and confidential medical records, managing release of information requests, and supporting patients through the registration, check-in, and check-out processes.

Job Responsibilities

Health Information Management

• Accurately index and file scanned documents into the patient’s electronic medical record (EHR).
• Monitor and process medical record and scanner/filer tasks.
• Request, receive, and scan external medical records (from hospitals or other providers) into the EHR.
• Process and fulfill requests for release of information, subpoenas, or insurance audits while ensuring compliance with HIPAA.
• Verify patient identity and validate authorization for record release.
• Maintain and update the medical records transfer log and “release of information” log.
• Assist the Quality Improvement (QI) department with insurance chart audits.
• Ensure protection and confidentiality of all patient information.
• Perform general clerical tasks and chart assembly as needed.
• Distribute incoming/outgoing interoffice mail, postal mail, and faxes.
• Provide backup support to other sites as needed.

Patient Services Representative

• Greet and register patients in a professional, courteous, and timely manner.
• Verify and update patient demographics and insurance information.
• Collect co-payments and balances due; provide receipts and balance cash drawer daily.
• Schedule new, follow-up, and recheck appointments per TAPM guidelines.
• Inform patients of financial responsibilities and verify insurance eligibility in coordination with insurance staff.
• Maintain a neat and orderly waiting area; support closing procedures such as turning off equipment and locking the front door.
• Interpret and translate for patients and staff as needed.
• Answer incoming phone calls and direct them appropriately following TAPM phone etiquette.
• Document and route triage calls to the clinical staff.
• Notify the clinical team of patient arrival via tracking system.
• Print immunization records as requested and assist patients with necessary forms or requests.
• Prepare daily reports for “no shows” and coordinate follow-up with community agencies.
• Compile recall list updates and provide reports to supervisor.

Minimum Qualifications

• High school diploma and one year of medical or general office experience preferred.
• Must be proficient with Microsoft applications.
• Strong interpersonal skills are necessary.
• Must have the ability to plan, organize and complete assignments.
• Must have a working knowledge of computers.
• Must have the ability to deal tactfully with hospital personnel and physicians.

Knowledge, Skills and Abilities

• Understanding of TAPM’s mission & vision.
• Good communication skills: verbal, listening, interpersonal.
• Organizational skills with ability to multi-task.
• Accuracy with strong attention to detail.
• Problem-solving skills with ability to manipulate schedule as needed.
• Time management and prioritization skills.
• Ability to maintain professional demeanor and appearance.
• Strong patient care/customer service orientation with ability to demonstrate care and patience.
• Positive attitude with ability to work independently and in a team setting.
• Flexibility with ability to adapt to change.

Preparation and Training

Job duties require a high school education with additional specialized courses in medical terminology. Must have a working knowledge of billing codes, data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain effective written and oral communication/English skills. Must maintain a current NC drivers license for outside travel. Experience in HER (required).