Patient Services Representative

Patient Services Representative

Codman Square Health Center is a Federally Qualified Health Center serving a diverse community in Dorchester, MA, and surrounding neighborhoods. CSHC offers a full continuum of services such as primary care, urgent care, behavioral health, care management, nutrition, family planning, optometry, dentistry, laboratory, pharmacy, radiology, and medical specialties including HIV care, substance use treatment, Hepatitis C, OB-GYN, Nephrology, and Cardiology alongside an on-site STI clinic.

CSHC is a teaching institution with academic affiliations at Boston University School of Medicine and Boston Medical Center, and a member of the Boston Accountable Care Organization. Our mission is to be our community's first choice for comprehensive, holistic, and integrated services, and to empower individuals to lead healthy lives and build thriving communities.

Position Summary:

The Patient Service Representative (PSR I) reports to the Department's Practice Supervisor and works within the assigned Clinical Area. The PSR I is responsible for performing tasks that directly support Health Center's front-end revenue cycle management functions and clinic administrative processes. The PSR I is required to provide excellent customer service for patients, staff and providers alike, and to ensure a positive patient experience for Codman Square Health Center's patients and their families.

The PSR I must have a solid knowledge of medical insurance terminology, good verbal and written communication skills, as well as the ability to effectively prioritize and manage their work.

All PSR I staff will be trained on the Codman Square Health Center's specific requirements and workflows and expected to adhere to all standards and protocols.

Primary Responsibilities:

• Responsible for welcoming all patients by smiling and establishing eye contact with patients.
• Responsible for monitoring the waiting rooms, coordinate with clinical staff to notify patients of any delays.
• Responsible for performing patient Check In functions, incl. registration, insurance verification, collecting required co-pays or other payments, administering the sliding scale discount program, and 'arriving' patients for their appointments in the EHR.
• Responsible for explaining to patients/parents/guardians their responsibilities ( i.e. arrival and appointment times, form requirements, payment expectations, late and cancellation policy)
• Responsible for entering accurate patient data, telephone encounters, referrals, forms and prescription requests into the Electronic Health Record (EHR).
• Responsible for assisting patients with completing / collecting pre-visit, consent and other forms; processing patient forms, letters or obtaining prescription request information from patients.
• Responsible for assisting patients with appointment scheduling whether within or across Codman Square Health Center departments.
• Responsible for promoting Patient Portal.
• Responsible for performing patient Check Out, incl. scheduling follow up appointments, specialist appointments, assisting and educating patients on referral process.
• Responsible for performing patient pre-registration.
• Responsible for scheduling same day and follow up appointments, conducting appointment reminder calls, putting patients on recall list, processing patient no shows and cancellations, and performing end of day reconciliations.
• Responsible for coordinating transfer of patients from clinics and Urgent Care.
• Responsible for effectively managing in basket patient related messages in timely manner.
• Must use sound judgment to determine when and to whom to escalate issues to ensure resolution.
• Must adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
• Must meet service level expectations and identified key performance indicators.
• Must meet or exceed call volume, pre-registration and insurance verification productivity and accuracy expectations
• Ensure workstation, patient waiting room and common areas are kept clean.
• Required to follow standard operating policies and procedures, while delivering expedient, professional responses to patients' inquires and concerns.
• Must attend staff meetings and training, as needed

Other duties and/or other departments/locations as applies.

Qualifications & Skills:

• High school diploma or GED required.
• A minimum of 1 year experience in a medical/clinical office environment or Health or Dental insurance industry required.
• Previous customer service background required.
• Haitian Creole or Spanish preferred
• Excellent customer service and interpersonal skills.
• Ability to interact with diverse patient population.
• Solid computer literacy; ability to multitask, organize and prioritize one's own work.
• Solid understanding of medical insurance terminology.
• Previous experience and knowledge of Community Health Center Or Hospital patient registration systems, insurance eligibility verification systems ( i.e. MMIS, WebMD, Trizetto, NEHEN).
• Solid knowledge of insurance plans, concepts and terms.
• Expected to stay abreast of scheduling rules, health care insurance changes and referral requirements.
• Ability to quickly learn new systems and tasks; work as a team member and independently.
• Ability to work in a fast pace environment.
• Ability to listen well and devote full attention to patients and medical professionals alike.
• Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations

Physical Requirements:

• Must be able to stand or sit for prolonged periods (at least 50% of the time)
• Ability to lift up to 25 pounds and load onto shelves
• Visual acuity sufficient for frequent reading and computer use