Patient Services Assistant

Summary This position acts as the front‑line person and provides clerical, secretarial and receptionist support for the practice. Coordinates the patient flow process within the practice by answering the phone, scheduling appointments, registering patients, verifying insurance information, confirming patient demographic information, collecting payments and may be required to schedule tests and/or procedures and process referrals. Coordinates activity between front office, clinical staff, patients and providers. As the initial contact person for the practice, demonstrates respect, kindness, compassion, courteousness and professionalism to patients, families and visitors. This position will demonstrate excellent customer service to a diverse patient population. Responsibilities Strive for excellent customer service: acknowledge and welcome all patients, families and visitors and greet customers and answer incoming telephone calls in a timely manner. Assure patient safety and accuracy by verifying and updating patient information, accessing various websites to verify insurance coverage and confirm provider assignment; complete and update all forms including patient demographic, HIPAA, Patient Provider Agreement (PPA), Medicare Secondary Payer (MSP) and consent for treatment. Accurately schedule patient appointments for all providers using practice management, EMR, insurance verification, Medifax, population health registry and Iterminal. Register new patients and explain practice policies and procedures, including no‑show, financial and collection policies. Obtain patient email address if available for portal registration and satisfaction survey purposes. Prior to patient departure, schedule future appointments, necessary tests and procedures, collect applicable copayments, process referrals, check out patients and obtain prior authorizations as needed. Maintain HIPAA privacy regulations in all verbal and written materials and handle sensitive protected health information. Provide patient education on Televox (if applicable), financial policy, HIPAA, Patient Center Medical Home (PCMH), PRC Customer Satisfaction survey and Patient Portal. Coordinate primary care and specialty referrals within MyMichigan Health and other health systems; schedule appointments and testing and obtain insurance authorizations when required. Maintain cash drawer, balance procedures at the end of day, and post payments to patient accounts. Process all incoming communications: accurately fax, file, scan documents and maintain documents in the patient medical record. Perform office opening and closing procedures and provide support in one or multiple practices; handle medication and prescription release process accurately. Train and orient new employees in the Patient Service Assistant position. Demonstrate commitment to the customer's needs consistent with MyMichigan Health’s mission, policies and procedures. Perform other duties as assigned. Qualifications High school diploma required; associate’s degree preferred. Two (2) years of experience in a medical office or similar setting. Knowledge of medical terminology, office policies, practices and procedures. Proficient keyboarding skills and experience with medical office computer systems. Strong interpersonal, verbal and written communication skills. Ability to work independently and as part of a team. Competency in Microsoft Windows. Physical/Mental Requirements Exposure to stressful situations involving public contact. Willingness to wear personal protective equipment including latex. Ability to move freely within facility; able to perform job functions outlined. Vision and hearing required. Frequent sitting, standing, walking, and postural changes; may require stooping, kneeling or crouching. Some exposure to blood‑borne pathogens; must follow blood‑borne pathogen and TB testing requirements. Ability to handle multiple tasks and maintain regular, predictable attendance. Dexterity required for handling, reaching, grabbing, fingering, and feeling; may involve repetitive motions. Physical demand level: Sedentary; may occasionally lift 0‑10 lbs (0‑33% of workday). #J-18808-Ljbffr MyMichigan Health