Patient Services Representative

Cornerstone Family Healthcare is a non-profit Federally Qualified Health Center with a mission to provide high-quality, comprehensive, primary and preventative healthcare services in an environment of caring, dignity, and respect to all people regardless of their ability to pay.

Pay

$20.00 per hour

Schedule

Full-Time

Benefits

• Competitive salaries
• Health benefits
• Retirement plan
• Paid time off
• Sick time
• Flexible spending
• Dependent care
• Paid holidays

Responsibilities

• Demonstrates excellent customer service skills at all times:
  • Greets all patients promptly upon entering the patient waiting area, responds promptly and appropriately to their request.
  • Uses appropriate phone etiquette, treating all callers with courtesy and respect.
  • Is attentive to all callers placed on hold and diligently monitors time spent on hold.
  • Monitors the patient waiting area and ensures that it is kept clean and orderly.
  • Notifies the practice manager or Administrator on Duty of patients in the waiting room with an extended wait time.
• Schedules, changes, and cancels appointments as needed.
• Verifies scheduled appointments when a patient presents as an appointment/walk-in to ensure that they still want/need other scheduled appointments.
• Participates in the departmental patient registration process following Cornerstone policies and procedures:
  • Verifies patient information at each visit and makes necessary updates in the practice management system.
  • Ensures that required documentation is collected for each patient: photo identification, insurance information, birth certificate (pediatrics), etc.
  • Scans registration documents, patient identification, insurance card, and other required documentation to the practice management system.
• Verifies insurance eligibility and PCP for each patient at every visit and accurately enters into the practice management system.
• Is knowledgeable about different types of insurance and their general rules (i.e., PPO/HMO and PCP/referral rules).
• Collects copayments and visit payments at the time of registration.
• Makes appropriate referrals to the Patient Billing Coordinator for patients who cannot pay their copayment.
• Participates as part of a Care Team, including but not limited to:
  • Alerting the Care Team of any potential barriers (anticipated insurance, financial issues, etc.) that may cause delays or difficulties during the day.
  • Participating in Quality Improvement activities with the Care Team or department.
• Follows up on referrals for assigned provider, tracking consultation notes until they are received, documenting appropriate follow-up in EMR, and calling patients/specialists when necessary.
• Completes referrals in EMR when consultation notes have been received.
• Completes referral reporting on a monthly basis and submits to the Referrals Supervisor.
• Provides patients with information regarding specialty referrals and assists with making appointments as needed.
• Monitors provider schedule on a daily basis, ensuring that all visits have been completed or marked as a DNKA at the end of the day.
• Completes all DNKA follow-up with the patient and documents appropriately in EMR.
• Confirms appointments for the following day’s appointments.
• Administers the requisite amount of Patient Satisfaction Surveys.
• Remains knowledgeable about the Sliding Fee Scale (SFS):
  • Is knowledgeable about the SFS policies and required documentation.
  • Offers sliding fee scale to patients with no insurance.
  • Follows Cornerstone policies and procedures to qualify patients for the SFS as necessary.
• Provides cross-coverage in other departments as assigned.
• Maintains confidentiality of all aspects of the center including, but not limited to, patient confidentiality, financials, and employee relations.
• Attends and participates in monthly department, All Staff, and other required meetings.
• Performs other related duties as assigned.

Requirements

• High School Diploma or Equivalency
• At least one-year clerical experience
• Knowledge of data entry
• Pleasant telephone manner and ability to work under pressure
• Bilingual (English & Spanish)