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. Acknowledge and welcome all patients, families and visitors to the practice. Greet customers and answer incoming telephone calls in a timely manner. Quickly identify and understand customer needs, concerns and/or complaints and take required action.
• Assure patient safety and accuracy by verifying and updating patient information; access various websites to verify insurance coverage and confirm provider is assigned correctly. Complete and update 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 schedule patient appointments for all providers in the practice. Utilize several computer systems including but not limited to practice management, Electronic Medical Record (EMR), insurance verification, Medifax, population health registry, and Iterminal.
• Register new patients and explain practice policies and procedures, including no show, financial and collection policies. For patient satisfaction survey purposes and portal registration, obtain email address if available from patients.
• Prior to patient departure, schedule future appointments, necessary tests and procedures, collect applicable copayments, process referrals, check out patients, obtain prior authorizations as needed.
• Understand HIPAA privacy regulations and apply the regulations to daily incoming and outgoing verbal and written materials; often handle sensitive personal protected health information.
• Provide education to patients on Televox (if applicable), the financial policy, protected Health Information (HIPAA), Patient Center Medical Home (PCMH), PRC Customer Satisfaction survey and the Patient Portal.
• Extensively coordinate primary care and specialty provider referrals within MyMichigan Health and within other health systems. Schedule appointments and testing as required as well as obtain insurance authorizations if required.
• Maintain cash drawer according to organization protocols and balancing procedures at the end of the day. Post payments to patient accounts.
• Process all incoming communications. Accurately fax, file and scan documents. Accurately maintain documents in the patient medical record.
• Perform office opening and closing procedures. May cover in one practice or be able to provide support in multiple practices.
• Possess knowledge of and accurately perform the medication and prescription release process.
• Demonstrate ability and willingness to work as a team member. Communicate in a clear, concise and professional manner.
• Train and orient new employees on the Patient Service Assistant position.
• Demonstrate a commitment to the customer's (internal and external) needs consistent with MyMichigan Health's overall mission, policies and procedures.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED required; Associate's degree preferred.
• Knowledge of reading, writing, mathematical and computer skills.
• Keyboarding skills needed to register patients and perform other office tasks.
• Knowledge of medical terminology, medical office policies, practices and procedures as normally acquired through two (2) years working in a medical office or similar setting.
• 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.
• Demonstrate competency in Microsoft® Windows; may be required to participate in further learning opportunities offered by MyMichigan Health.

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 for the position.
• 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 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 handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity 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.