Patient Services Representative

Job Description

Job Description

Status/ Hours : Full Time/ Non-Exempt

Pay Range: $22.00 to $31.00 per hour, Depends on Experience (DOE)

Location : San Diego, CA

Summary: Under the direction of the Patient Services Representative Supervisor (PSRS) the Patient Service Representative (PSR) is responsible for the patient check–in process at La Maestra. The PSR is also responsible to assist the patient or his/ her representative to review and complete all necessary forms and disclosure of information via paper or electronically through the EMR or any other software being used. The position is considered a crucial link between the patient and the care delivered by clinical and service staff of the organization. The PSR must work collaboratively with their Care Team and all other clinical services staff in support of direct patient services, exhibiting flexibility and a “can do” attitude. Patient services are the key priority in this position requiring the PSR to communicate with our patient population and orient them to our organization, all with the goal of fostering an environment which promotes patient comfort and trust. The position must exemplify the mission of the organization, always exercising, empathy and respect in patient/staff

interactions.

Tiers:

Tier 1 : Entry-level professional with limited or no prior experience; learns to use professional concepts to resolve problems of limited scope and complexity; works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making. Knows fundamental concepts, practices and procedures of field.

Tier 2: Professional with 3-5 years of experience and proficient in EMR (such as NextGen, Epic, eClinicalWorks and etc.). Applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.

Tier 3: Professional with 5 or more years of experience and proficient in EMR (such as NextGen, Epic, eClinicalWorks and etc.) Knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions.

Responsibilities:

§ Performs day-to-day functions and general office duties including but not limited to word processing, copying, filing, faxing, answering phones and data entry.

§ Welcomes and greets patients/clients/visitors to the department in a manner that is helpful and friendly; determines purpose of visit and direct patients/clients/visitors to appropriate person or department(s).

§ Must exercise empathy and respect to provide excellent customer service for patients.

§ Verifies method of payment for service (Medi-Cal, Medicare, private insurance, private payer, Sliding Fee program, etc.) and collects data

§ Explain payment options and arrange for payment according to sliding fee scale

§ Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.

§ Knowledge of company programs, services and resources available to patients.

§ Maintain effective communication and working relationships with other employees and patients

§ Check clinic voicemail messages and take appropriate action (i.e. call back patient, schedule appointment, forwarding message information to intended recipient, etc.)

1. All voicemails are expected to be checked daily

§ Account for all moneys collected, submit cash and record entry on Cash Receipt Log to the Chief Financial Officer’s department

§ Register/Check-in patients on a timely manager and collect all data needed

§ Self-audit- to ensure the proper workflow is being followed and all appropriate data is collected and inputted to the EMR.

§ works closely with Patient Registration Receptionist (PRR)to ensure coverage at all times and to meet patients’ needs

§ Employees will be required to follow any other job-related instructions and perform other job- related duties requested by their supervisor

§ Cash handling

§ Cover at different locations/ departments

§ Attend staff meetings if needed

§ Performs other duties as assigned.

Patient Centered Medical Home Essential Responsibilities (Principals):

§ Collaborate with individual patients, their personal physicians, and when appropriate the patient’s family to ensure accessible, comprehensive, compassionate, and culturally competent care

§ Facilitate care by registries, information technology, health information exchange and other means to assure that patients get the indicated care when and where they need and want it in a culturally and linguistically appropriate manner.

§ Ensure all decisions respect patients’ wants, needs, and preferences and that patients have the education and support they require to make decisions and participate in their own care.

§ Continually strive to attend to each patients “whole person,” in the context of the patient’s personal and medical history and life circumstances, rather than focusing on a particular disease, organ, or system.

Job Requirements:

Education: High school diploma or equivalent required.

Experience: Prior administrative or clerical experience in clinical or community-based setting highly preferred . Experience as a Patient Services Representative or similar duties.

Certification required : Current Valid CPR Certification. Valid California Driver’s License, insurance, and ability to accept travel assignments as required to perform duties.

Qualifications:

§ Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.

§ Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to serve the needs of Clinic patients/clients/visitors in a manner that is efficient and productive.

§ Must be highly flexible; able to accommodate changing needs of the department.

§ Well-developed verbal and written communication skills (Bilingual preferred)

§ Ability to work well under pressure with minimal supervision. Proven flexibility and willingness to handle a variety of tasks.

§ Ability to complete assigned projects or meet deadlines

§ Willingness to work weekends if necessary

§ Basic to intermediate computer knowledge and skills.

§ Training and/or experience with computer data entry

§ Must be Detail-oriented with basic Math skills

§ Cash handling and balancing experience highly desired

§ Experience in a Federal Qualified Health Center (FQHC) setting preferred

Verbal and Written Skills to perform the job: Bilingual preferred. Familiarity with basic word processing, spreadsheet, and database applications. Accurate keyboarding skills.

Technical knowledge and skills required to perform the job : Excellent verbal, written and interpersonal communication skills and the demonstrated ability to work with diverse individuals and groups. Demonstrate high levels of self-initiation and direction. Knowledge of communities we serve. Knowledge and experience working in medical settings and interacting collaboratively with medical teams. Skill in analyzing situations and making timely decisions.

Physical and Mental Requirements: Work involves sitting, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. The employee may be required to push, pull, lift, and/or carry up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

La Maestra Community Health Centers is an equal opportunity employer and does not
discriminate on the basis of race, religion, color, sex, national origin, age, sexual orientation, gender, disability or any other legally protected status.