Job DetailsLevelEntryJob LocationCodman Square Health Center - Dorchester, MAPosition TypeFull TimeEducation LevelHigh SchoolJob ShiftDayJob CategoryHealth CareDescriptionPosition Summary: The Patient Service Representative (PSR I) reports to the Department's Practice Supervisor and works within the assigned Clinical Area. The PSR I is responsible for performing tasks that directly support Health Center's front-end revenue cycle management functions and clinic administrative processes.The PSR I is required to provide excellent customer service for patients, staff and providers alike, and to ensure a positive patient experience for Codman Square Health Center's patients and their families. The PSR I must have a solid knowledge of medical insurance terminology, good verbal and written communication skills, as well as the ability to effectively prioritize and manage their work.All PSR I staff will be trained on the Codman Square Health Center's specific requirements and workflows and expected to adhere to all standards and protocols. 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
QualificationsQualifications 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.
CODMAN SQUARE HEALTH CENTER MISSION, VISION, AND VALUESMission: To serve as a resource for improving the physical, mental, and social well-being of the community.Vision: Codman Square Health Center is our community's first choice for comprehensive, holistic, and integrated services, and empowers individuals to lead healthy lives and build thriving communities.Values:Patients- Our patients are the center of our care team.Community The well-being of the individual is deeply connected to the health of the community.Advocacy We advocate for responsive policies and resources to address health disparities and promote health equity.Staff We are a diverse, empowered, compassionate, and prepared workforce.Innovation We promote a culture of innovation that has measurable and sustainable impact.Partnership We build and sustain diverse partnerships.