Patient Services Assistant

Summary This position acts as the front-line person and provides clerical, secretarial, and receptionist support for the practice. It coordinates the patient flow process 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. The role coordinates activity between front office, clinical staff, patients, and providers. As the initial contact person, the individual demonstrates respect, kindness, compassion, courtesy, and professionalism to patients, families, and visitors, delivering excellent customer service to a diverse patient population. Responsibilities (20%) Strives for excellent customer service: acknowledges and welcomes all patients, families, and visitors; greets customers and answers incoming telephone calls in a timely manner; quickly identifies and understands customer needs, concerns, and/or complaints and takes required action. (20%) Ensures patient safety and accuracy by verifying and updating patient information, accessing various websites to verify insurance coverage, and confirming that providers are assigned correctly. Completes and updates all required forms, including patient demographic, HIPAA, Patient Provider Agreement (PPA), Medicare Secondary Payer (MSP), and consent for treatment. (20%) Accurately schedules patient appointments for all providers using several computer systems such as practice management, EMR, insurance verification, Medifax, population health registry, and Iterminal. (20%) Registers new patients and explains practice policies and procedures, including no-show, financial, and collection policies. For patient satisfaction surveys and portal registration, obtains patients’ email addresses if available. (20%) Prior to patient departure, schedules future appointments, necessary tests and procedures, collects applicable copayments, processes referrals, checks out patients, and obtains prior authorizations as needed. Other Duties and Responsibilities Understands HIPAA privacy regulations and applies them to daily incoming and outgoing verbal and written materials, often handling sensitive personal protected health information. Provides education to patients on Televox (if applicable), the financial policy, protected Health Information (HIPAA), Patient Center Medical Home (PCMH), PRC Customer Satisfaction survey, and the Patient Portal. Extensively coordinates primary care and specialty provider referrals within MyMichigan Health and other health systems, scheduling appointments and testing as required and obtaining insurance authorizations when necessary. Maintains cash drawer according to organization protocols and follows balancing procedures at the end of the day; posts payments to patient accounts. Processes all incoming communications, accurately faxing, filing, and scanning documents, and maintains accurate records in the patient medical record. Performs office opening and closing procedures; may cover in one practice or provide support in multiple practices. Possesses accurate knowledge of medication and prescription release processes. Demonstrates team‑working abilities, communicating in a clear, concise, and professional manner. Trains and orients new employees on the Patient Service Assistant position. Demonstrates a commitment to customer needs—internal and external—consistent with MyMichigan Health’s overall mission, policies, and procedures. Performs other duties as assigned. MyMichigan Health is a technology-driven organization; employees need to demonstrate competency in Microsoft® Windows. Employees may be required to participate in further learning opportunities offered by MyMichigan Health. Certifications and Licensures N/A Required Education High School Diploma or GED Experience, Training and Skills Knowledge of reading, writing, mathematics, and computer skills. Keyboarding skills needed to register patients and perform other office tasks. Knowledge of medical terminology and office policies, practices, and procedures normally acquired through at least two years working in a medical office or similar setting. Interpersonal skills to communicate successfully with individuals and groups, interacting with people at all levels and conveying ideas and concepts clearly. Physical/Mental Requirements and Typical Working Conditions Exposure to stressful situations, including public contact, trauma, grief, and death. Ability to wear personal protective equipment that includes latex or an appropriate substitute if required for the position. Ability to move freely about the facility with or without an assisted device and to perform job functions outlined in this description. Overall vision and hearing are necessary with or without assisted devices. Frequent requirement to sit, stand, or walk for long periods; may require postural changes such as stooping, kneeling, or crouching. Some exposure to bloodborne pathogens and other potentially infectious materials; must follow bloodborne pathogen and TB testing requirements. Ability to handle multiple tasks, work independently, maintain regular attendance, and stay awake. Overall dexterity required for handling, reaching, grasping, fingering, and feeling; may involve repetitive movements. Physical Demand Level: Sedentary. Must be able to occasionally (0–33% of the workday) lift or carry 0–10 lbs. #J-18808-Ljbffr