Patient Service Representative #1631 - Bilingual - Adult Health - Health & Social Services Division

Bilingual Position

This is a bilingual position. Only applicants who are proficient in both English and Spanish will be considered for this position. A test will be required.

The Hamilton County Health & Social Services Division has a responsibility to respond quickly and efficiently when public health emergencies occur. All Hamilton County Health & Social Services Division employees are responsible for ensuring their contact information is current and they are accessible should a public health emergency arise. The Hamilton County Health & Social Services Division maintains a call down system to store contact information and mobilize staff in the event of an emergency. During a public health emergency, all staff are required to respond should a call to mobilize be made. During a public health emergency, work hours for any and all Hamilton County Health & Social Services Division employees are subject to modification to meet the needs of the community.

Under general supervision, provides clerical support and/or general support for Health & Social Services programs serving various populations within Hamilton County.

Essential functions: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, physical requirements, knowledge, skills, abilities, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

Answers telephone; takes messages; pages staff; screens and manages calls requiring referral to other departments and agencies; schedules appointments; completes patient registration, including all paperwork, records and eligibility screenings; verifies information and enters data into computer database; ensures accuracy of information by editing paperwork; takes steps to resolves errors and problems. Monitor entrance to health services facilities to direct client/patient flow.

Answers client questions; makes referrals to other Health Services facilities and to other agencies, as appropriate; types correspondence and reports; provides clerical support at various sites; may perform duties as a lead worker, assigning work, provides on the job training and follow-up to verify accuracy of work.

Work requires complying with multiple timelines in the intake, assessment and provision of services to TennCare/Medicare eligible clients in stressful environment.

Performs other related duties as assigned.

Knowledge of federal and state laws, rules, regulations, and guidelines applicable to programs in work area.

Knowledge of Health Department policies, procedures, protocol and internal controls related to provision of public health services.

Knowledge of conflict resolution techniques.

Knowledge of medical review and assessment to determine medical need.

Knowledge of computer hardware, software and peripherals.

Knowledge of medical record documentation and file maintenance.

Knowledge of population served and community resources.

Skill interviewing and assessing client eligibility.

Skill handling stressful situations and upset/hostile clients.

Skill accurately and timely entering, updating and maintaining computer databases.

Skill ensuring compliance with all applicable guidelines.

Skill utilizing verbal and written communication in presenting and documenting information.

Skill utilizing customer service techniques in responding to inquiries and complaints.

Skill establishing and maintaining effective working relationships.

Skill effectively communicating in both oral and written form.

The equivalent of a high school diploma and two (2) years of direct work experience in a clerical or a customer service role. Must be able to type at least thirty (30) words per minute on a standard keyboard. Must possess a valid driver's license.

This position is deemed essential during inclement weather situations and must report to or remain at work, even when administrative closings are announced, as determined by the Department Head.

Prior to operating a County-owned vehicle, all employees are required to complete the HC Defensive Driving course and/or or an Emergency Vehicle Operations Course (EVOC) provided at the department level.

Work requires limited physical effort primarily involving intermittent sitting, standing, and walking. This position may require the occasional or regular lifting and carrying of up to twenty-five (25) pounds.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Any overtime hours offered in this position are not guaranteed, are an estimate, and are subject to change.

All positions within Hamilton County Government are considered work in-person and require regular and punctual attendance.

All positions within Hamilton County Government may require work on Holidays or weekends. Additionally, irregular hours and shift work may be required, including possible extension of shift hours, at times with short notice.

Hamilton County does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or the provision of services. A copy of Hamilton County's Equal Employment Opportunity Plan (EEOP) & Utilization Report is available on the County's Equal Employment Opportunity (EEO) Office home page.