Patient Service Representative #1631 - Bilingual - Adult Health - Health & Social Services Division

This is a bilingual position. Only applicants who are proficient in both English and Spanish will be considered for this position. A test will be required.

About the role

The Hamilton County Health & Social Services Division responds quickly and efficiently when public health emergencies occur. All employees are responsible for ensuring their contact information is current and they are accessible should a public health emergency arise. The division maintains a call-down system to store contact information and mobilize staff in the event of an emergency. During a public health emergency, all staff are required to respond should a call to mobilize be made, and work hours are subject to modification to meet community needs.

Under general supervision, this role provides clerical and general support for Health & Social Services programs serving various populations within Hamilton County.

Responsibilities

• Answers telephone; takes messages; pages staff; screens and manages calls requiring referral to other departments and agencies.
• Schedules appointments; completes patient registration, including all paperwork, records, and eligibility screenings.
• Verifies information and enters data into computer database; ensures accuracy of information by editing paperwork; resolves errors and problems.
• Monitors entrance to health services facilities to direct client/patient flow.
• Answers client questions; makes referrals to other Health Services facilities and agencies as appropriate.
• Types correspondence and reports; provides clerical support at various sites.
• May perform duties as a lead worker, assigning work, providing on-the-job training, and verifying accuracy of work.
• Complies with multiple timelines in the intake, assessment, and provision of services to TennCare/Medicare-eligible clients in a stressful environment.
• Performs other related duties as assigned.

Requirements

• Equivalent of a high school diploma and two (2) years of direct work experience in a clerical or customer service role.
• Ability to type at least thirty (30) words per minute on a standard keyboard.
• Possession of a valid driver’s license.
• This position is deemed essential during inclement weather and must report to or remain at work, even when administrative closings are announced.
• Prior to operating a County-owned vehicle, completion of the HC Defensive Driving course and/or an Emergency Vehicle Operations Course (EVOC) is required.

Skills

• Knowledge of federal and state laws, rules, regulations, and guidelines applicable to programs in the work area.
• Knowledge of Health Department policies, procedures, protocol, and internal controls related to public health services.
• Knowledge of conflict resolution techniques and medical review/assessment to determine medical need.
• Knowledge of computer hardware, software, peripherals, medical record documentation, and file maintenance.
• Knowledge of the population served and community resources.
• Skill in interviewing and assessing client eligibility.
• Skill in handling stressful situations and upset/hostile clients.
• Skill in accurately and timely entering, updating, and maintaining computer databases.
• Skill in ensuring compliance with all applicable guidelines.
• Skill in utilizing verbal and written communication to present and document information.
• Skill in customer service techniques for responding to inquiries and complaints.
• Skill in establishing and maintaining effective working relationships.
• Effective oral and written communication skills.

Physical Requirements

• Work requires limited physical effort primarily involving intermittent sitting, standing, and walking.
• May require occasional or regular lifting and carrying of up to twenty-five (25) pounds.

Additional Information

• This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities.
• Duties, responsibilities, and activities may change at any time with or without notice.
• All positions within Hamilton County Government are in-person and require regular, punctual attendance.
• Work may be required on holidays, weekends, or irregular hours, including possible extension of shift hours with short notice.