Patient Services Assistant

About the role

The Patient Services Assistant in the Alpena Pain Clinic is the initial point of contact for all customers entering the facility and therefore exceptional customer service skills are required. The Patient Services Assistant must also assist the clinical staff with transporting/lifting of patients, billing, scheduling patients, filing, word processing, production of documents, registration of patients and other general duties as requested.

Responsibilities

• Performs patient registration responsibilities, including insurance verification, pre-certification and obtaining necessary signatures and authorizations for billing and release of medical information according to established procedure. Obtains signed Advance Beneficiary Notice of Noncoverage (ABN) when services are not covered prior to patient's treatments.
• Maintains daily schedule for the Pain Clinic/Coumadin Clinic through coordination and communication with the nursing staff, in regards to staff needs and availability, patient acuity, and physician orders for treatment; as well as coordination with other departments and institutions on behalf of physicians and patients. Independently contacts patients for scheduling appointments. Provides consistent positive high level of customer service in person and on the phone.
• Performs all office operations including filing of charts, typing and clerical duties and obtaining/transferring patient information data.
• Acts independently; consistently exercises discretion and judgment in performing work, which is predominantly intellectual and varied in nature. Assists in compiling and releasing data for statistical reports. Monitors incomplete records according to Medical Staff bylaws and the Medical Center's Records policies. Complete charge posting for patient encounters and assists in the auditing process with the assistance of the staff. Participates in performance improvement activities. Maintains compliance with State and Joint Commission requirements in regard to radiation safety and protection for patients and staff. Attends scheduled in-services to review policy/procedure and safety measures. Effectively operates a computer using MS Office applications such as Word, Excel, and Adobe, etc. Other duties as assigned.

Qualifications

• Credential: BLS – Basic Life Support (equivalent experience within 6 months of hire or transfer; Qualification Source: AHA; Essential: true)
• Education: High School Diploma or GED (equivalent experience; Education Specialization: Essential: true)

Skills

• Basic knowledge of medical terminology (formal course or one year’s health‑care experience)
• General clerical skills and ability to operate standard office equipment (MS Office, Excel, Word, Adobe, etc.)
• Effective communication in person and on the telephone
• Patient‑centric mindset in an outpatient care setting
• Ability to adapt and adjust to a fluid, changing environment; flexible and willing attitude
• Competency in Microsoft Windows and willingness to participate in further learning opportunities
• Minimum of six months experience in a health‑care facility preferred

Requirements

• Exposure to stressful situations, including public contact, trauma, grief, and death
• Ability to wear personal protective equipment (latex materials or appropriate substitute)
• Ability to move freely about the facility with or without an assisted device and perform job functions
• Overall vision and hearing necessary (with or without assisted devices)
• Frequently required to sit/stand/walk for long periods; may require stooping, kneeling, or crouching
• Some exposure to blood‑borne pathogens and other potentially infectious material; must follow MyMichigan Health bloodborne pathogen and TB testing requirements
• Ability to handle multiple tasks, work well with others, work independently, maintain regular and predictable attendance, and stay awake
• Overall dexterity required (handling, reaching, grasping, fingering, feeling); may involve repetitive movements
• Physical Demand Level: Light – occasional (0‑33% of workday) lifting/carrying 11‑20 lbs.; frequent (34‑66% of workday) lifting/carrying 10 lbs.; includes walk/stand/push/pull of arm/leg controls