The Robert C. Byrd Clinic, on the campus of the West Virginia School of Osteopathic Medicine, is seeking a full-time Patient Service Representative. The Patient Service Representative (PSR) serves as the first point of contact for patients when they call or enter the clinic. The PSR's primary goal is to facilitate and enhance patient access to appointments and other services. Responsibilities include greeting and checking-in patients, verifying and updating patient information, collecting payments, assisting with paperwork, scheduling appointments, and performing other administrative and customer service tasks. Additionally, the PSR interacts with patients, vendors, insurance companies, and medical facilities, providing outstanding customer service. Position Description:
- Greet and direct patients and visitors promptly, courteously, and professionally.
- Verify and update patient demographic and insurance information at each visit.
- Collect patient copayments and outstanding balances.
- Schedule and reschedule patient appointments using knowledge of medical terminology and according to the clinic's and providers' scheduling guidelines.
- Manage and update patient waitlists and call lists.
- Contact patients to make and confirm appointments and other service-related issues, helping reduce cancellation and no-show rates.
- Assist patients with paperwork, such as work and school excuses.
- Assist medical staff with information needed to complete medical documents including verification of accuracy of all patient information contained within the EHR.
- Manage initial patient complaints and feedback in a professional manner.
- Manage and relay written, verbal, and electronic communications including but not limited to patient cases, portal messages, and result notes.
- Works collaboratively with patients, providers, and healthcare teams to improve efficiency.
- Scan medical documents and assist with patient record management.
- Screen and route patient calls to other departments efficiently.
- Assist other members of the medical team as needed.
- Print all patient care instructions and review the after-visit summary, highlighting any upcoming appointments within the facility and reviewing the orders placed during the appointment.
- Print out radiology orders and direct patients to the radiology department as appropriate.
- Other duties may be assigned to meet clinic needs, such as calling and relaying messages to patients that do not require any medical decision making.
- Demonstrate honesty, discretion, confidentiality, and professionalism in all interactions.
- Report patient safety concerns and hazardous conditions in a timely and appropriate manner.
- Maintain a work environment free from clutter that does not obstruct patient views or movement.
- Serves as a role model of professional behavior.
- Assist with quality programs, such as Physician Quality Reporting System (PQRS), Patient Centered Medical Home (PCMH), and other care coordination efforts as it relates to the above description of duties.
- May be required to travel to other work locations to provide coverage.
- Performs other duties as assigned.
Requirements:
- One year of administrative or customer service experience required.
- Previous experience as a receptionist in a medical practice or hospital preferred.
- Experience with Athena EHR/PM software preferred.
- Experience in a Rural Health Clinic or Federally Qualified Health Center (FQHC) preferred.
- High School Diploma or GED required.
- Excellent verbal and written communications skills.
- Ability to work collaboratively with administrative and clinical team members.
- Strong organizational and multi-tasking abilities.
- Attention to detail and accuracy.
- Problem-solving skills with critical thinking ability to adjust schedules as needed.
- Effective time management and prioritization skills.
- Strong patient care and customer service orientation, with a demonstrated ability to be caring and patient.
- Ability to work independently and as part of a team.
- Flexibility to adapt to change.
- Self-motivation with minimal supervision required.
- Good judgement, positive attitude, and resourcefulness.
- Strong computer skills (Word, Excel, Outlook).
- Active listening skills with the ability to interpret patient needs.
- Strict adherence to patient confidentiality and all HIPAA regulations.
- Knowledge of medical terminology and insurance policies.
Benefits:
- Comprehensive benefits package including health, dental, vision, life insurance, employer-paid long-term disability, and retirement savings plan with a 6% company match
- Paid vacation, sick leave, and holidays - UP TO 32 PAID DAYS OFF ANNUALLY!
- Qualifying employment for the Public Service Loan Forgiveness (PSLF) Program
- On-campus workout facility that features a regulation basketball court, cardiovascular machines, resistance machines, weights, lockers, and shower facilities
- Cell phone service discounts
- Collegial team-based work environment
- Opportunity for a balanced professional and personal life
All employees are required to adhere to RCBC's high standards of customer service excellence. Disclaimer: Job descriptions are not intended and do not create employment contracts. RCBC maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. All job descriptions have been reviewed in an attempt to illustrate the jobs functions and basic duties, in addition to 'peripheral tasks' or that could generally be considered 'other duties as assigned.' In no instance, however, should the duties, responsibilities and requirements be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Requirements, experiences, qualifications, knowledge, skills and abilities have been determined to illustrate the minimal standards required to successfully perform the position. About Us: The Robert C. Byrd Clinic (RCBC) is a Rural Health Clinic accredited by the NCQA as a Patient-Centered Medical Home - Level 3. RCBC, located in historic Lewisburg, WV, offers Quality Healthcare...Close to Home. We are located on the campus of the West Virginia School of Osteopathic Medicine (WVSOM). As a comprehensive not-for-profit health care organization, we are committed to providing quality primary health care to the residents of the greater Greenbrier Valley and surrounding areas. In addition to serving the local communities, RCBC serves as a primary clinical training site for WVSOM students, interns, and residents. We offer a wide range of primary care services, including medical acupuncture, diabetic education, acute care, family medicine, psychology, internal medicine, osteopathic manipulative medicine, pediatric medicine, proctology, mental health, and radiology. Employment at RCBC is contingent upon the timely and successful completion of a post-offer drug screen, U.S. Citizenship and Immigration Service's I-9 form, and background investigation including but not limited to whether you have been sanctioned or excluded from participating in any Medicare, Medicaid, or other government-funded programs. RCBC is an Equal Opportunity Employer.