Patient Services Assistant - Urgent Care (Full-Time)

Requisition Number.

26-2092

Location/Store Number.

Health Center on Broad Street

Job Description/Requirements.

Proposed Schedule: 40 hours per week. Shifts will vary based on the operating hours of the Health Center to include occasional evening and weekend shifts.

Responsible for basic administrative and patient support services. Acts as a key member of the health care team ensuring that patients, providers and other team members receive prompt and professional service. Performs all clerical functions in the Patient Services setting.

• Greets patients and other visitors promptly and professionally

• Assists patients, team members, providers and other team members with incoming and outgoing calls and fax transmissions

• Identifies emergency situations (over the phone or in the health center) and takes appropriate actions

• Forwards calls, faxes or other incoming correspondence to appropriate team member, creating a patient case or physically talking with team members as indicated

• Accurately enters and verifies patient demographics and insurance information/coverage over the phone and at check in

• Schedules/reschedules patient appointments, appropriately maximizing availability of provider schedule, utilizing the following to prioritize:

o Patient’s usual provider

o Another member of the usual provider’s care team

o Another provider in the same site

o Another provider in an alternate HHHN site

o Informs patients of HHHN Urgent Care sites

• Collects Co-pays, co-insurance and self-pay balances at time of visit. Offers patients sliding fee program

• Checks patients out, including scheduling follow-up appointments and processing referrals not requiring a prior authorization

• Reconciles payment batch amounts on a daily basis. Informs supervisor immediately with any discrepancies

• Performs all procedures in opening and closing departments in accordance with policy and procedure

• Provides highest level of customer service in all interactions with internal and external customers

• Protects the confidentiality of patient’s electronic medical record in accordance with policy and procedure

• Ensures timely response to inquiries from insurance companies and/or circulates to appropriate personnel

• Attends all expected training and meetings

• Assists Patient Services Leader with training of other Patient Services staff

• Classifies and barcodes hard copy documents for electronic medical records

• Reviews and follows policies and legal requirements prior to releasing copies of medical records

• Other duties as assigned