Patient Service Representative (Kanawha City)

Non-exempt position reporting to the Administrative Site Coordinator.

About the Role

A member of the CCHS Care Team responsible for documenting patient demographic, statistical, and billing information in the practice management system. The PSR registers patients for medical and behavioral health visits, creates Encounter Forms to communicate current payer information to providers, checks out patients at the end of visits, schedules follow-up appointments, and documents provider orders for return labs. Additionally, the PSR assists with incoming patient calls, makes appointment reminder calls, and provides information about CCHS sliding fee programs and other resources such as BCCSP and Family Planning.

Responsibilities

• Document patient demographic, statistical, and billing information in the practice management system.
• Collect patient co-payments and payments on patient accounts.
• Reconcile daily receipts and prepare deposits.
• Register patients for medical and behavioral health visits and create encounter forms to communicate current payer information to providers and support staff.
• Check out patients at the end of visits, schedule follow-up visits, and document return lab studies ordered by the provider.
• Communicate with Care Team members regarding walk-in patients, scheduling concerns, and patient requests via phone or in person.
• Receive incoming telephone calls or electronic health record communications (e.g., tasks) from patients or caregivers regarding care needs or concerns.
• Follow up on pending patient requests and ensure their needs are addressed.
• Create communications in the electronic health record for medical providers or other Care Team members, documenting essential elements in tasks.
• Review and execute provider orders from tasks in the electronic health record, communicating with patients or caregivers as needed.
• Manage tasks in the electronic health record to ensure timely responses to patient or caregiver requests.
• Identify and address patient barriers to care, such as financial or transportation challenges.
• Refer patients to CCHS Patient Assistance and offer applications for the Sliding Fee program and other resources like Family Planning and BCCSP.
• Provide emergent care instructions to patients or caregivers following CCHS guidelines.
• Participate in weekly Extended Team Huddles to discuss complex patients, process improvements, and quality needs.
• Mentor and guide students through job shadowing and on-site instructional learning as part of structured educational programs.

Qualifications

• Basic keyboarding and PC skills, including proficiency in Windows and Microsoft Word.
• Experience using printers, copiers, and fax equipment.
• Ability to navigate a Windows-based electronic health record system.
• Knowledge of Practice Management System software and CCHS documentation guidelines.
• Familiarity with CCHS scheduling guidelines.
• Understanding of HIPAA regulations and patient privacy rules.

Pay

Based upon experience.