Patient Services Representative

Primary Job Function

The primary job function is to work as part of a team to provide high quality, efficient service-oriented patient care while demonstrating the health center's core values.

Responsibilities

• Under the direct supervision of the Clinic Manager, provides a high level of customer service to Camino’s patients, community partners, and other health center employees.
• Answer phone calls from patients and the community and appropriately process each request.
• Process medical records and other patient-related documents.
• Use the health center’s electronic health record (EHR) and electronic workflow processes to conduct their work.
• Ensure that the core values of Camino Health Center – dignity, excellence, service, and justice – are carried out within daily tasks.

Essential Values-Based Competencies

• Dignity: Demonstrates competence in communication and interpersonal relations.
• Excellence: Demonstrates competence in continuous improvement, continuous learning, and teamwork/collaboration.
• Service: Demonstrates competence in customer/patient focus, adaptability, and shaping change.
• Justice: Demonstrates competence in community orientation, stewardship, and strategic planning and action.

Communication

• Communicates with clients and patients in a respectful manner that creates and sustains positive working relationships.
• Welcomes patients and verifies appointment time and type.
• Assists patients and caretakers with the completion of medical history forms as needed.
• Verifies patient eligibility to participate in public programs.
• Addresses patient questions concerning services or method of payment.
• Administers the Certification of Income form and documents sliding fee schedule eligibility.
• Explains insurance coverage.
• Schedules patient appointments.
• Answers all incoming calls in a timely manner and responds appropriately, in a manner that conveys the health center’s core values.
• Provides information for special needs.
• Makes simple referrals to other agencies.
• Calls patients to remind them of their upcoming appointments.

Documentation and Patient Flow

• Accurately checks-in and acknowledges patients in the EHR.
• Collects demographic and health information needed to facilitate the patient encounter.
• Accurately enters registration information for new patients and updates for established patients in the EHR.
• Ensures patient registration information forms are complete and signed.
• Ensures the annual update to the Certification of Income form is completed and accurately documented in the EHR.
• Collects insurance cards and MSN acceptance letters when applicable.
• Accurately collects and documents co-payments, nominal fees and sliding fees.
• Discusses account balances and asks for past due payments.
• Provides patients with a statement of charges and payments.
• Reconciles cash collected daily and ensures that money has been secured in the safe.
• Obtains consent for treatment for all family members.
• Accurately completes all forms required for eligibility certification for public programs, including but not limited to CDP, CHDP, and CAIR.
• As appropriate, informs other health center team members of any specific patient needs.

Medical Records

• Maintains electronic fax queues and accurately e-files documents.
• Distributes correspondence to Provider’s bins from e-fax queue.
• Reviews Medical Records message queue and using standard protocols, acts on each item accurately and in a timely manner.
• Answers medical records phone calls and retrieves voice messages and acts on each consistent with standard protocols.
• Facilitates the release of medical records in a manner consistent with health center policies and applicable HIPAA regulations.
• Assists Medical Assistants with obtaining medical records as requested.

Additional Requirements

• Able to work evenings and some weekends.
• Able to work at various health center locations and outreach sites.

Minimum Position Qualifications

• Education: High school graduate or GED.
• Experience / Training: Bilingual English/Spanish; Excellent customer service skills.

Preferred Position Qualifications

• Experience / Training: One year clinical/medical front office experience preferred; experience using an electronic health record.
• License / Certification: BLS.