Patient Service Representative I

Primary Responsibilities:

• Responsible for welcoming all patients by smiling and establishing eye contact with patients.
• Responsible for monitoring the waiting rooms, coordinate with clinical staff to notify patients of any delays.
• Responsible for performing patient Check In functions, incl. registration, insurance verification, collecting required co-pays or other payments, administering the sliding scale discount program, and ‘arriving’ patients for their appointments in the EHR.
• Responsible for explaining to patients/parents/guardians their responsibilities ( i.e. arrival and appointment times, form requirements, payment expectations, late and cancellation policy)
• Responsible for entering accurate patient data, telephone encounters, referrals, forms and prescription requests into the Electronic Health Record (EHR).
• Responsible for assisting patients with completing / collecting pre-visit, consent and other forms; processing patient forms, letters or obtaining prescription request information from patients.
• Responsible for assisting patients with appointment scheduling – whether within or across Codman Square Health Center departments.
• Responsible for promoting Patient Portal.
• Responsible for performing patient Check Out, incl. scheduling follow up appointments, specialist appointments, assisting and educating patients on referral process.
• Responsible for performing patient pre-registration.
• Responsible for scheduling same day and follow up appointments, conducting appointment reminder calls, putting patients on recall list, processing patient no shows and cancellations, and performing end of day reconciliations.
• Responsible for coordinating transfer of patients from clinics and Urgent Care.
• Responsible for effectively managing in basket patient related messages in timely manner.
• Must use sound judgment to determine when and to whom to escalate issues to ensure resolution.
• Must adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
• Must meet service level expectations and identified key performance indicators.
• Must meet or exceed call volume, pre-registration and insurance verification productivity and accuracy expectations
• Ensure workstation, patient waiting room and common areas are kept clean.
• Required to follow standard operating policies and procedures, while delivering expedient, professional responses to patients’ inquires and concerns.
• Must attend staff meetings and training, as needed

Other duties as assigned

Qualifications and Skills:

• High school diploma or GED required.
• A minimum of 1 year experience in a medical/clinical office environment or Health or Dental insurance industry required.
• Previous customer service background required.
• Haitian Creole or Spanish preferred

• Excellent customer service and interpersonal skills.  
• Ability to interact with diverse patient population.
• Solid computer literacy; ability to multitask, organize and prioritize one’s own work.
• Solid understanding of medical insurance terminology.
• Previous experience and knowledge of Community Health Center Or Hospital patient registration systems, insurance eligibility verification systems ( i.e. MMIS, WebMD, Trizetto, NEHEN).
• Solid knowledge of insurance plans, concepts and terms.
• Expected to stay abreast of scheduling rules, health care insurance changes and referral requirements.
• Ability to quickly learn new systems and tasks; work as a team member and independently.
• Ability to work in a fast pace environment.
• Ability to listen well and devote full attention to patients and medical professionals alike.
• Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations,