Patient Services Assistant- Heritage

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 by answering the phone, scheduling appointments, registering patients, verifying insurance information, confirming patient demographic information, collecting payments, and may schedule tests/procedures and process referrals. Coordinates activity between front office, clinical staff, patients, and providers. As the initial contact person, demonstrates respect, kindness, compassion, courtesy, and professionalism to patients, families, and visitors while providing excellent customer service to a diverse patient population.

Responsibilities

• Customer Service (20%): Acknowledge and welcome all patients, families, and visitors. Greet customers and answer incoming telephone calls in a timely manner. Quickly identify and address customer needs, concerns, or complaints.
• Patient Information Verification (20%): Verify and update patient information; access various websites to confirm insurance coverage and provider assignments. Complete and update forms including patient demographics, HIPAA, Patient Provider Agreement (PPA), Medicare Secondary Payer (MSP), and consent for treatment.
• Appointment Scheduling (20%): Accurately schedule patient appointments for all providers using practice management systems, Electronic Medical Record (EMR), insurance verification tools, Medifax, population health registry, and Iterminal.
• Patient Registration (20%): Register new patients, explain practice policies and procedures (including no-show, financial, and collection policies), and obtain email addresses for patient satisfaction surveys and portal registration.
• Checkout and Follow-Up (20%): Schedule future appointments, tests, and procedures; collect copayments; process referrals; check out patients; and obtain prior authorizations as needed.
• Understand and apply HIPAA privacy regulations to daily verbal and written communications involving protected health information.
• Educate patients on Televox (if applicable), financial policies, HIPAA, Patient-Centered Medical Home (PCMH), PRC Customer Satisfaction surveys, and the Patient Portal.
• Coordinate primary care and specialty provider referrals within MyMichigan Health and other health systems, including scheduling appointments, testing, and obtaining insurance authorizations.
• Maintain cash drawer according to organizational protocols and balance at the end of the day; post payments to patient accounts.
• Process all incoming communications; accurately fax, file, and scan documents; maintain patient medical records.
• Perform office opening and closing procedures; may cover multiple practices.
• Perform medication and prescription release processes accurately.
• Demonstrate teamwork, clear communication, and professionalism.
• Train and orient new employees on the Patient Services Assistant role.
• Commit to internal and external customer needs in alignment with MyMichigan Health’s mission and policies.
• Perform other duties as assigned; demonstrate competency in Microsoft Windows and participate in learning opportunities as required.

Requirements

• High School Diploma or GED.
• Knowledge of reading, writing, mathematical, and computer skills; keyboarding proficiency for patient registration and office tasks.
• Medical terminology knowledge and understanding of medical office policies, practices, and procedures, typically acquired through two years of experience in a medical office or similar setting.
• Strong interpersonal skills to communicate effectively with individuals and groups at all levels.

Skills

• Excellent customer service and professionalism in interactions with diverse patient populations.
• Ability to handle sensitive personal and protected health information in compliance with HIPAA.
• Proficiency in practice management systems, EMR, insurance verification tools, and other relevant software.
• Teamwork, adaptability, and willingness to work across multiple practices if needed.
• Clear, concise, and professional communication.

Physical/Mental Requirements and Working Conditions

• Exposure to stressful situations, including public interactions, trauma, grief, and death.
• Ability to wear personal protective equipment, including latex materials or substitutes.
• Must be able to move freely about the facility with or without assisted devices.
• Overall vision and hearing necessary, with or without assisted devices.
• Frequent sitting, standing, and walking for long periods; may require postural changes such as stooping, kneeling, or crouching.
• Exposure to bloodborne pathogens and potentially infectious materials; must follow MyMichigan Health’s bloodborne pathogen and TB testing requirements.
• Ability to handle multiple tasks, work independently, maintain regular attendance, and stay alert.
• Dexterity required for handling, reaching, grasping, fingering, and feeling; may involve repetition of these movements.
• Physical Demand Level: Light. Must be able to occasionally (0-33% of the workday) lift or carry 11-20 lbs., frequently (34-66% of the workday) 10 lbs., and/or operate arm/leg controls.

Benefits

• Sign-on bonus may be available for qualified candidates.
• Competitive wages.
• Benefit package for eligible employees.

Fingerprinting required.