Patient Services Assistant

About the role

This position acts as the front-line person and provides clerical, secretarial and receptionist support for the practice. Coordinates the patient flow process within the practice by answering the phone, scheduling appointments, registering patients, verifying insurance information, confirming patient demographic information, collecting payments and may be required to schedule tests and/or procedures and process referrals. Coordinates activity between front office, clinical staff, patients and providers. As the initial contact person for the practice, demonstrates respect, kindness, compassion, courteousness and professionalism to patients, families and visitors. This position will demonstrate excellent customer service to a diverse patient population.

Responsibilities

• Strives for excellent customer service; acknowledges and welcomes all patients, families and visitors to the practice
• Greets customers and answers incoming telephone calls in a timely manner; quickly identifies and understands customer needs, concerns and/or complaints and takes required action
• Verifies and updates patient information to assure patient safety and accuracy; accesses various websites to verify insurance coverage and confirm provider is assigned correctly
• Completes and updates all forms including but not limited to patient demographic, Health Insurance Portability Accountability Act (HIPAA), Patient Provider Agreement (PPA), Medicare Secondary Payer (MSP), and consent for treatment
• Accurately schedules patient appointments for all providers in the practice; utilizes several computer systems including but not limited to practice management, Electronic Medical Record (EMR), insurance verification, Medifax, population health registry, and Iterminal
• Registers new patients and explains practice policies and procedures, including no-show, financial and collection policies; obtains email address from patients for patient satisfaction survey purposes and portal registration
• Prior to patient departure, schedules future appointments, necessary tests and procedures, collects applicable copayments, processes referrals, checks out patients, obtains prior authorizations as needed
• Understands HIPAA privacy regulations and applies the regulations to daily incoming and outgoing verbal and written materials; often handles sensitive personal protected health information
• Provides education to patients on Televox, financial policy, protected Health Information (HIPAA), Patient Center Medical Home (PCMH), PRC Customer Satisfaction survey and the Patient Portal
• Extensively coordinates primary care and specialty provider referrals within MyMichigan Health and within other health systems; schedules appointments and testing as required as well as obtains insurance authorizations if required
• Maintains cash drawer according to organization protocols and balancing procedures at the end of the day; posts payments to patient accounts
• Processes all incoming communications; accurately faxes, files and scans documents; accurately maintains documents in the patient medical record
• Performs office opening and closing procedures
• May cover in one practice or be able to provide support in multiple practices
• Possesses knowledge of and accurately performs the medication and prescription release process
• Demonstrates ability and willingness to work as a team member; communicates in a clear, concise and professional manner
• Trains and orients new employees on the Patient Service Assistant position
• Demonstrates a commitment to the customer's (internal and external) needs consistent with MyMichigan Health's overall mission, policies and procedures
• Performs other duties as assigned

Qualifications

Education

High school diploma or equivalent (GENSTUDY)

Experience

• Two (2) years working in a medical office or similar setting
• Knowledge of medical terminology, medical office policies, practices and procedures

Skills

• Knowledge of reading, writing, mathematical and computer skills
• Keyboarding skills needed to register patients and perform other office tasks
• Interpersonal skills needed to communicate successfully with individuals and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner
• Competency in Microsoft Windows
• Ability to handle multiple tasks, get along with others, work independently, maintain regular and predictable attendance

Physical and mental requirements

• Exposure to stressful situations, including those involving public contact, as well as trauma, grief and death
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required
• Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description
• Overall vision and hearing is necessary with or without assisted device(s)
• Frequently required to sit/stand/walk for long periods of time
• May require frequent postural changes such as stooping, kneeling or crouching
• Some exposure to blood borne pathogens and other potentially infectious material; must follow MyMichigan Health bloodborne pathogen and TB testing as required
• Ability to stay awake; overall dexterity is required including handling, reaching, grasping, fingering and feeling; may require repetition of these movements on a regular to frequent basis
• Physical Demand Level: Sedentary; must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs