Front Office Admin - Patient Service Representative I

Job Summary

The Patient Service Representative I serves as the first point of contact for the clinic and plays a key role in creating a positive patient experience. This position is responsible for front desk operations, including answering phones, providing patients with necessary information, taking and directing messages, and scheduling appointments. The PSR I is responsible for patient check- ins and discharge process to support efficient clinic operations and patient flow, while consistently demonstrating respect and sensitivity towards patients and families from diverse backgrounds, cultures, and lifestyles.

Duties/Responsibilities:

• Receives and greets patients.  Make patients feel comfortable, at ease and welcome to the clinic practice by engaging patients and/or parents in conversation.

Inform patients about programs and services at Unicare Community Health Center.Assists with applications and/or refers patients for various services.Check in patients upon arrival and be able to direct patients to correct point of contact upon arrival.Collect and verify patients’ insurance information to ensure accurate billing and records. Ensure availability of treatment information by retrieving and updating patient records.Obtains required signatures on consent and distribute patient information and compliance literature.Notifying providers promptly when patients arrive to ensure timely care. Direct patients through their health exams, ensuring they follow clinic procedures efficiently. Perform on-going customer service/patient care by answering multi-line telephone professionally and with a “smile” ready to serve them.Document conversations as needed.Completes the fee ticket, collects payment and insurance information.Schedule patient appointments via telephone and in person using the Electronic Practice Management system. Assembles and maintain patient charts, including appropriate forms, and enter relevant data into the Electronic Health Record as needed. Copies and sends patient's medical record upon written patient request.Types patient letters, correspondences, request for services and referrals.Receives and distributes the daily documents received by courier, mail or fax.Interprets for the providers and staff as needed.Manage patient check-outs, including processing payments, scheduling follow-up appointments, and providing necessary instructions. Perform general office duties, such as document preparation, scanning, mailing and filing.

Non-Essential Functions

• As directed by the Clinic Manager, performs other related and/or necessary tasks to achieve organizational and programmatic goals and objectives.

Professional Requirements

• Maintain good attendance, arrive on time ready and prepared to perform job functions daily.
• Represent the organization in a positive and professional manner at all times.        
• Be professional and courteous at all times to patients, visitors and/or co-workers, treating them with dignity and respect at all times.
• Interpersonal skills to interact positively with patients who may be upset or stressed.

• Maintain clean, neat work area.
• Adhere to dress code, appearance is neat and clean.
• Maintain patient confidentiality at all times.
• Maintain regulatory requirements, including all state, federal and local regulations.                

• Comply with all organizational policies and standards regarding ethical business practices.                         
• Communicate the mission, ethics and goals of the organization.
• Participate in performance improvement and continuous quality improvement activities.
• Maintain confidentiality of patient PHI, and any other related information according to clinic privacy practices and HIPAA.
• Attention to detail to schedule patients correctly and communicate scheduling difficulties with providers.
• Must have reliable transportation.

Qualifications

• High School Diploma or GED required.

One-year (1) experience in a healthcare office, or healthcare setting. Medical office experience preferred.  Excellent customer service experience in a healthcare setting/medical industry required.                       Bilingual in English/Spanish required. Medical Assistant certification is not required, but preferred.

Knowledge, Skills, and Abilities

• Requires comprehensive knowledge of outpatient clinic operations and procedures.
• Familiarity, knowledge of medical terminology.
• Ability to write legibly and do basic mathematics software programs.
• Ability to use computers or other electronic device to utilize EHR system and companion software.
• Possess personal qualities of integrity, credibility, and commitment to corporate mission.
• Knowledge of Electronic Health Records
• 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
• Flexibility with ability to adapt to change
• Excellent people skills, with an ability to partner with a dynamic leadership team.
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities.
• Maintain current knowledge of policies and procedures as they relate to safe work practices.
• Follow all safety procedures and report unsafe conditions.
• Ability to work with a diverse population.
• Willing to work flexible hours, including weekends.
• Must be self-directed and work productively with minimal supervision.
• Ability to work effectively as a member of an interdisciplinary team
• Demonstrated proficiency in using Microsoft applications such as Word, Excel, Access, and Outlook.

Physical Requirements and Environmental Conditions

• Prolonged periods of sitting and working on a computer.
• Frequent wrist, hand, and finger dexterity to perform motor function.
• Position requires light to moderate work with 25 lb. maximum weight to lift, push, pull and carry.
• Full range of body motion requires twisting body, pushing, pulling, reaching, bending, stooping, and handling objects with hands and/or fingers, listening, talking, and/or hearing, and seeing.
• Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the position.

Working Conditions

• Non-Ionizing Radiation (microwaves)
• Hazardous Exposure (chemical [E.G. Latex])

Work Schedule

• You will generally be scheduled to work each day Monday through Friday, with starting times each day varying between 8:00 a.m. and 9:00 a.m. and ending time between 5:00 p.m. and 6:00 p.m., as required to meet the operational needs of the company. There will be occasional Saturdays as needed.

You will need to travel to other clinic locations as needed for cross coverage support.

Our Mission

The mission of Unicare is to be a community health care organization that treats everyone with dignity, respect and cultural sensitivity to help create an environment in which all can prosper.