Front Desk Patient Service Specialist

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POSITION SUMMARY:

The Patient Service Specialist (PSS) is the first point of contact and provides an exceptional experience for patients, families and visitors. Under the guidance of the Patient Services Supervisor, welcomes individuals entering the facility and assists with wayfinding while focusing on providing a positive patient/customer experience. The position supports all patient services responsibilities including registration and scheduling functions; check-in, check-out, collecting payments, scheduling, verifying insurance and patient information.

ESSENTIAL RESPONSIBILITIES:

• Patient Service Specialist I
  • Perform check in duties assigned to the Patient Services department to include:
    • Welcome patients and visitors. Direct individuals to the appropriate service area.
    • Assist with patient inquiries and proactively obtain resolution of concerns; notify applicable personnel to assist in resolving concerns as needed.
    • Register patients with accuracy and completeness.
    • Monitor and maintain the lobby waiting areas for cleanliness.
    • Troubleshoot appointment issues.

• Patient Service Specialist II

In addition to the Patient Service Specialist I duties:

• • Perform check out duties assigned to the Patient Services department to include:
    • Schedule patients for follow-up appointments.
    • Provide applicable patients with MRI registration.
    • Schedule physical therapy evaluations.
  • Provide coverage in the Motion Shop to include:
    • Collect medical records requests, patient paperwork, and associated fees. Submit to appropriate departments.
    • Collect payment for Motion Shop goods.
    • Maintain and share knowledge and understanding of functionality of goods.
• Report any concern that may create a safety issue.
• Maintain strict confidentiality in accordance with HIPAA guidelines and NMOA policies.
• Regular and reliable attendance.
• Perform other specific tasks as assigned.

SUPERVISORY RESPONSIBILITIES:

None

KNOWLEDGE, SKILLS, AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential responsibility. The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Exceptional customer service skills
• Knowledge of basic medical terminology, coding, eligibility and prior authorization knowledge and office procedures
• Strong computer and phone skills; including but not limited to: spreadsheets, word documents, Internet and email
• Excellent grammar and spelling skills
• Strong computer and phone skills, including multi-line phones
• Ability to effectively present information, respond to questions and professionally interact with physicians, managers, employees, patients, vendors, and the public.
• Ability to successfully communicate with others both in person and over the phone.
• Ability to read, analyze and interpret medical information, technical procedures and/or general business information.
• Ability to recognize and define problems, collect data, establish facts, draw conclusions and correct errors.
• Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables.
• Exhibit an understanding of healthcare regulatory and compliance policy (e.g. HIPAA) as it relates to a medical clinic environment
• Exhibit working knowledge of the clinic policies and procedures.
• Ability to handle multiple simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner.
• High integrity, including maintenance of confidential information.
• Exhibit patience in high stress situations and handle confrontations with poise and efficiency
• Must be highly organized, timely and thorough.
• Must be able to exercise good judgment and positively influence others, including handling confrontations with poise and efficiency.
• Ability to work a flexible schedule including evenings and weekends.
• Ability to establish and maintain effective working relationships with staff, co-workers, patients, and management team.
• Knowledge of New Mexico Orthopaedics policies and procedures and healthcare regulatory and compliance policies
• Ability to understand, read, write, and speak English. Ability to understand and speak Spanish preferred.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.
• Travel to other sites may be required.
• Staff will spend much of the time standing, as they are expected to walk up to patients in line to assist them whenever time allows.
• May be assigned to or transferred to any clinic location, depending upon business need.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee stands most of the time and is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computers. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts.

Works in a well-lit, ventilated and climate-controlled clinic environment. Fast-paced medical office environment involving contact and interaction with patients, physicians, and other clinical and clerical personnel. Conditions common to a clinic environment include but are not limited to communicable disease, blood borne pathogens, bodily fluids, and toxic substances

The noise level in the work environment is usually moderate.

EDUCATION AND EXPERIENCE:

High School Diploma or GED required; Associate degree preferred. Minimum of two (2) years of relevant experience; medical practice experience required; or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

None