Patient Support Specialist

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Department: Patient Support Job Status: Full Time

FLSA Status: Non-Exempt Reports To: Office Manager

Grade/Level: Amount of Travel Required: Up to 15%

Work Schedule: Positions Supervised: None

8 a.m. to 5:30 p.m., Monday, Tuesday, Wednesday and Thursday. 8 a.m. to 12:00 p.m. on Friday. However, early morning rotation may be required to verify insurance.

8 a.m. to 4:30 p.m., Monday-Thursday (Eudora & Wilmot), Friday 8 a.m-12:00 p.m.

7 a.m. to 4:30 p.m., Monday-Thursday (Portland Only), Friday 8 a.m-12:00 p.m.
7 a.m. to 3:30 p.m., Monday-Friday School Clinics (except Dermott 7:00 a.m.-11:00 p.m.)

However, adjustments in schedule or extended hours may be required to complete duties. Friday afternoon and Saturday morning clinics are required on a volunteer basis.

POSITION SUMMARY:

The Patient Support Specialist works as a part of the care team and is responsible for performing clerical duties necessary to prepare patients for a visit, to arrange for payment, and to make follow up visits when necessary. The Patient Support Specialist is involved in continuous Quality Improvement practices and measures as set by Mainline Health Systems, Inc. and in which the practice focus is based on a Patient Centered Medical Home model of care.

Specific duties and responsibilities:

Greet patients in a courteous and professional manner and addresses questions.
Ensures patient confidentiality and provides patients with needed information.
Answering and transferring calls or by sending telephone encounter.
Establishes that each patient that is eligible for sliding fee is advised of the scale, proper documents needed and is updated annually.
Collects and receives patient fees.
Responsible for patient registration process, including the patient’s background and demographics, and checking the patient in and out.
Performs other necessary duties required to meet the goal of providing primary health care.
Responsible for confirming future appointments.
Responsible for daily close-out, balancing, and deposit of daily work.
Maintains the lobby for appearance.
Direct the flow of patients and visitors to appropriate places and parties.
Advise patients when necessary of provider schedule changes.
Advise medical staff if patient arrives in an emergency or when a call is received alerting receptionist of an arriving emergency.
Gather and verify all insurance numbers to ensure eligibility. (Ex. Medicaid, Medicare, BCBS) Also, verify the correct PCP is assigned and assign/change the PCP if needed.
Sending Medicaid referrals to other provider offices.
Responsible for knowing how to use the iPad to check patients in.
Responsible for obtaining ID and Insurance cards annually.
Scheduling/rescheduling patients’ appointments.
Creating letters for patients if needed (Ex. School excuses).
Participates in monthly clinical staff meeting and quality improvement practices.
Participates in daily team huddles and communicates concerns or necessary information to the care team.
Serve as part of the care team; following and implementing workflows that support and sustain MHSI Patient Centered Medical Home model of care.
Willingness to attend and/or complete continuing education related to this position and/or any other topics as deemed necessary to MHSI.
Completion of continual job training processes set forth by Mainline Health Systems, Inc.
Enter, review and scan all paper records into the EMR by the end of each day.
Any other duties assigned by Office Manager, Clinic Manager, Director of Operations, COO or CEO.

Reporting Relationship:

The Patient Support Specialist reports to, is supervised by, and evaluated by the Office Manager.

Evaluation:

The evaluation of work performance is ongoing and will be performed by the Office Manager in coordination with the Clinic Manager. It will include the specific duties and responsibilities of this position description plus employee attitude and general working behavior. Formal evaluation will normally be performed annually but may be initiated at other times by the Office Manager, Clinic Manager, or Director of Operations.

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand	O (Occasionally)
Walk	O (Occasionally)
Sit	F (Frequently)
Use of fingers & hands	F (Frequently)
Reach Outward	O (Occasionally)
Reach Above Shoulder	O (Occasionally)
Climb	N (Not Applicable)
Crawl	N (Not Applicable)
Squat or Kneel	O (Occasionally)
Bend	O (Occasionally)

10 lbs or less	F (Frequently)
11-20 lbs	O (Occasionally)
21-50 lbs	O (Occasionally)
51-100 lbs	N (Not Applicable)
Over 100 lbs	N (Not Applicable)

Push/Pull

12 lbs or less	O (Occasionally)
13-25 lbs	O (Occasionally)
26-40 lbs	O (Occasionally)
41-100 lbs	N (Not Applicable)

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

Vision (Near, Color)

Sense of Sound (telephone and verbal conversations)

Sense of Touch

Performance and Goals:

Patient Information – 80%

Sliding Fee Information –100%

Structured Information –100%

Patient Portal – 50%

Collections - 75%

Qualifications:

High School Diploma or GED is required.
Graduation from a Business or Technical School in a secretarial training program is preferred. However, prior experience in a similar position may be substituted.
A minimum of five years secretarial experience is desirable.
The ability to use current office machines and equipment.
The ability to type a minimum of 60 words per minute.
The ability to communicate effectively in person and on the telephone with other staff, the public, the patients and the medical staff of the community health center.

Status:

This is a nonexempt position.

This is not an OSHA low risk position.

This is an ADA negotiable position.

DISCLAIMER:

The duties and responsibilities, qualifications, physical conditions and other statements contained herein represent the current general nature of the job described, and are subject to change at any time, with or without notice. This position may be moved to other site locations due to need or performance. This job description does not limit in any way the assignments that may be given to an employee in the job, and employees are expected to perform any and all duties assigned by their supervisor willingly and without reservation.

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