Patient Services Representative/Medical Assistant (Cross-Train)

Job Description

Job Description

The Patient Services Representative/Medical Assistant is a cross-trained position responsible for providing exceptional customer service while supporting both front office and clinical operations. This employee serves as the first point of contact for patients and is expected to transition between reception and clinical duties as patient volume requires.

This position requires excellent communication skills, strong organizational abilities, attention to detail, and the flexibility to perform both administrative and clinical responsibilities throughout the workday.

Essential Job ResponsibilitiesFront Office Responsibilities (Approximately 50%)Patient Reception

• Welcome patients and visitors in a courteous and professional manner.
• Check patients in and out accurately using the electronic medical record.
• Verify patient demographics and insurance information.
• Obtain required signatures and documentation.
• Collect copays, balances, and self-pay payments.
• Schedule, reschedule, and confirm appointments.
• Maintain provider schedules efficiently.

Telephone Responsibilities (ESSENTIAL FUNCTION)

Answering telephones is a primary responsibility of this position.

Employee must:

• Answer incoming calls promptly and professionally.
• Schedule appointments.
• Route calls appropriately.
• Take accurate messages.
• Assist patients with routine questions.
• Document telephone encounters when appropriate.
• Maintain a courteous and compassionate tone with every caller.

Clinical Responsibilities (Approximately 50%)

When assigned to clinical duties, employee may:

• Escort patients to exam rooms.
• Obtain vital signs.
• Record patient history.
• Prepare patients for examination.
• Assist providers during examinations and procedures.
• Perform venipuncture (blood draws).
• Collect/Processing urine specimens.
• Perform CLIA-waived laboratory testing.
• Administer injections and vaccines as permitted by training and office policy.
• Prepare and sterilize instruments.
• Stock examination rooms.
• Clean and disinfect rooms according to OSHA guidelines.
• Document clinical information in the EMR.
• Assist with patient education.

Cross-Training Requirements

Employee is expected to become proficient in all of the following:

• Front desk operations
• Appointment scheduling
• Telephone communication
• Insurance verification
• Patient registration
• Payment collection
• Medical assisting duties
• Rooming patients
• Venipuncture
• Electronic Medical Record documentation
• HIPAA compliance
• OSHA compliance

Required Qualifications

• High School Diploma or GED
• Certified Medical Assistant (preferred)
• Phlebotomy experience preferred
• BLS Certification (or ability to obtain)
• Computer proficiency
• Excellent communication skills
• Professional appearance
• Ability to multitask
• Strong customer service skills

Preferred Qualifications

• OB/GYN experience
• Athenahealth experience
• Medical terminology knowledge
• Insurance verification experience
• Prior medical office experience
• Experience with laboratory processing

Physical Requirements

Employee must be able to:

• Sit and stand for prolonged periods.
• Walk throughout the office frequently.
• Lift up to 30 pounds.
• Bend, stoop, and reach.
• Perform repetitive keyboard work.
• Perform blood draws safely.
• Assist patients when necessary.

Core Competencies

• Professionalism
• Teamwork
• Compassion
• Dependability
• Flexibility
• Communication
• Confidentiality
• Time management
• Attention to detail
• Initiative

Performance Expectations

Employee is expected to:

• Answer telephones promptly and professionally.
• Treat every patient with respect and compassion.
• Work efficiently in both front office and clinical settings.
• Maintain confidentiality.
• Demonstrate a positive attitude.
• Be willing to cross-train in all areas of the practice.
• Assist coworkers during busy periods.
• Adapt to changing patient flow throughout the day.

Essential Functions

The following duties are considered essential functions of this position:

✔ Greeting patients

✔ Answering telephones

✔ Scheduling appointments

✔ Patient registration

✔ Insurance verification

✔ Collecting payments

✔ Rooming patients

✔ Obtaining vital signs

✔ Blood draws (venipuncture)

✔ EMR documentation

✔ Provider assistance

✔ Maintaining HIPAA compliance

✔ Working cooperatively with all members of the healthcare team

Employment Expectations

This is a cross-trained position . Employees are expected to perform both front office and clinical responsibilities as assigned. Daily assignments may change based on patient volume, staffing needs, and provider schedules.

An employee may not refuse assigned duties that fall within the scope of this job description, provided appropriate training has been completed.

The office opens at 8:00 am Monday through Friday. Employees will need to arrive at least 10 minutes early every morning. The Office closes at 5:00 pm Monday through Friday. Employees may need to stay late to make sure tasks for the day are completed.