Patient Services Rep Bilingual

About the Role

A Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site in a professional manner, serving as the first point of contact for patients, visitors, and callers. This position provides daily support for the practice site, including telephone coverage, appointment scheduling, patient check-in and check-out, referrals, and general patient communication.

The PSR performs all duties in a manner consistent with CHC’s Service Standards, ensuring employees are Respectful, Responsible, and Responsive.

Responsibilities

• Customer Service:
  • Answer the telephone with the standard greeting and a smile in a timely manner
  • Treat every patient with care and courtesy
  • Maintain a well-kept lobby and workspace
  • Understand, abide by, and explain HIPAA to patients as needed
  • Respond positively to questions, inquiries, and requests, accommodating patient needs and expectations
  • Ensure patients understand the services provided and the benefits of choosing CHC as their medical home
• Check-In:
  • Acknowledge patients in the Practice Management (PM) system upon arrival
  • Arrive patients in the Electronic Health Record (EHR) and enter location (Waiting Room)
  • Verify demographics (mailing address, telephone number, responsible party)
  • Input insurance or Sliding Fee information
  • Collect co-pays, post and balance payments
  • Update patient paperwork annually (HIPAA, Registration, RX consent)
  • Run Medicaid eligibility verification daily
• Check-Out:
  • Print patient clinical summary
  • Schedule any follow-up visits
  • Check patients out in the PM system and EHR upon departure
• Other Procedures:
  • Count cash box and log amounts at the beginning and end of each shift
  • Run an Acknowledged Patient Report, match encounters, and document any missing encounters
  • Conduct appointment phone call reminders
  • Build new patient accounts
  • Scan and appropriately file patient documents
  • Navigate through EHR to print records, identify medications, referrals, lab results, etc.
  • Knowledge of inner office forms (Incident reports, RX Log, Transfer of Patient Care Log, Supply Order, etc.)
  • Knowledge of emergency procedures (Fire, Tornado, Seizing Patient, etc.)
  • Identify and manage tasks in EHR
  • Correctly schedule patients
  • Distribute and sort mail and courier items
  • Collect TIGER payments
  • Distribute medications delivered via courier to patients and collect payment
  • Sign out prescriptions for controlled substances to patients
  • Respond to tasks from the patient portal in a timely manner
• Office Equipment:
  • Use the office phone correctly (Hold, Transfer, Voicemail, Directories)
  • Operate copier for office copies, fax, and scanning
  • Operate credit card equipment
  • Operate the postage machine
• General:
  • Represent CHC and the practice site professionally to the public
  • Interact directly with patients and family members in person and on the telephone
  • Work closely with other patient service staff and triage nurses at the center

Requirements

• High School diploma or equivalent experience
• Knowledge of medical terminology preferred
• Valid driver’s license and safe driving record
• Bi-lingual in Spanish preferred

Skills

• Excellent verbal and written communication skills
• Current computer skills
• Ability to establish and promote positive interpersonal relationships
• Excellent organizational skills
• Cultural awareness and appreciation for differences
• Ability to demonstrate excellent customer service and strong cultural competency
• Adherence to strict confidentiality guidelines
• Good interpersonal, organizational, and computer skills
• Strong written and verbal communication skills
• Teamwork orientation
• Able to take and follow through with delegated tasks and accountability
• Resourcefulness in problem-solving
• Proven organizational skills
• Beginner to intermediate proficiency in Microsoft applications: Excel, Word, Outlook, PowerPoint

Physical Abilities

• Able to push, pull, reach, sit, stoop, and stretch
• Full range of body motion
• Hand-eye coordination and manual dexterity needed to operate a computer, telephone, copier, and medical equipment
• Required to talk and hear
• Vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Work Environment

This position involves exposure to customer/patient elements in a medical practice that enforces safe OSHA-compliant practices. HIPAA rules and regulations are stringently enforced. The role requires working under pressure at times and with a diverse population. Exposure to communicable diseases, bodily fluids, toxic substances, sharps, and other conditions is common.

This job operates in a professional office environment and routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines. The requirement for out-of-town and/or overnight travel is minimal.