Patient Support Representative - Floater

Job Description

Job Description

Overview of the Position:

The Patient Support Representative is primarily responsible for the registration of patients, collection of copays / payments, and the coordination of support and logistical functions necessary for the effective and efficient delivery of services in the clinic.

Education and Experience:

• High School Diploma or equivalent required

• Two year medical office experience preferred

• Two years customer service experience

Required Skills / Core Competencies:

• Must possess excellent oral and written communication

• Must have the ability to collaborate with others to improve the patient experience and address needs

• Ability to take initiative and handle various task simultaneously

• Knowledge of policies, procedures, regulations, and protocols

• Knowledge of data bases (ex: EMR systems)

• Bilingual in English/Spanish preferred

• Familiar with Medical terminology

• Excellent interpersonal skills

• Detailed oriented

• Compassion for patients

• Comfort with diversity

• Recognition of different health plans

• Professional appearance at all times

• Excellent time management skills

• Proper telephone etiquette

Supervisory Responsibilities :

• This position has no direct reports

Essential Job Functions:

These functions will be performed by the Patient Support Representative and will be the responsibility of the incumbent working with the patients, medical providers, clinical staff and non-clinical staff to ensure excellence in service for the patient.

• Greets patient professionally both in person and on the phone

• Answers incoming telephone calls and triages quickly and appropriately

• Assist patients with completing necessary paperwork

• Maintaining information confidentiality at all times

• Scheduling of appointments

• Comfort patients by anticipating anxieties and effectively answering questions

• Keeps clinical team updated on schedule changes and patient arrivals

• Ability to interpret, adapt, and apply guidelines and procedures

• Required to participate in training opportunities

• Helps promote office efficiency

• Helps promote/meet practice goals established by leadership

• Faxing records/authorizations in a timely manner

• Participates in Continuous Quality Improvement activities, to include making recommendations for strategies to improve quality of care.

• Ability to advocate for the client by bringing concerns about the services to the attention of the clinical staff, provider, supervisor, or other management.

• Maintains petty cash amount. Runs daily report to reconcile all payments accepted throughout the day.

• Scans insurance cards and collects payments for copay and/or patient balance

• Verifies patient balances. Works with patient to implement a payment plan when necessary

• Manage inventory of needed office supplies

• Monitors the waiting area

• Keeps front office area clean and organized.

• Updates patient demographics

• Other duties as assigned

Additional Requirements for Float Patient Support Representative:

As a participant in the Floater Staffing Pool, the Patient Support Representative will be available upon requested by HopeHealth, Inc. to work at any given location on the basis of staffing needs. As such must adhere to the same employment requirements as other staff of HopeHealth, Inc.

• As a participant in the Floater staffing pool, the PSR – Float will work where assigned and communicate any difficulties with their direct supervisor or designee.

• The PSR – Float is compensated at the agreed upon hourly rate; plus mileage if applicable. Travel is paid based on the HopeHealth reimbursement policy and assigned base location for mileage purposes. (All mileage is due to your direct supervisor by end of business on payroll Friday to ensure required approval signatures.)

• The PSR – Float is responsible for travel to the locations as assigned; therefore must have reliable transportation to remain in the Floater staffing pool.

• The PSR – Float must be available to work between Monday – Friday from 7:30 am to 6:00; you may also be asked to work Access Hope which hours are Monday – Saturday from 8 am to 8 pm. Your hours will be adjusted to if you are scheduled to work an Access Hope shift. Access hope shifts will rotate amongst the Floater Staffing Pool as appropriate.

• HopeHealth, Inc. reserves the right to alter and/or cancel this Floater Staffing Pool at any time in its sole and absolute discretion.

• It is the responsibility of the PSR – Float to keep contact information updated with supervisor at all times.

The above is intended to describe the general content and requirements for participation in the Floater Staffing Pool of HopeHealth. It is not to be construed as an exhaustive statement of duties, responsibilities and requirements. HopeHealth, Inc. expects employees to follow any and all other job-related instructions and duties as requested by the direct supervisor / managers.

Physical Requirements:

Hearing: Adequate to perform job duties in person and over the telephone. Speaking: Must be able to communicate clearly to patients in person and over the telephone. Vision: Visual acuity adequately to perform job duties, including reading information from printed sources and computer screens. Other: Requires occasional lifting and carrying items weighing up to 10 pounds unassisted in normal daily activities and up to 30 lbs. for other required work activities. Additionally, requires frequent bending, reaching, and repetitive hand movements (especially if keyboarding and writing), standing, walking, squatting, and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular work shift.