Patient Services Representative - Front Desk

Job Description

Salary: $25.00 per hour

POSITION TITLE: Patient Services Representative

CLASSIFICATION: Medical/Behavioral Health, regular, full-time, non-exempt

SUPERVISOR: Patient Services Director

ABOUT THE JOB

The NATIVE Project is always continuing to evolve and grow with the needs of our community. The Patient Service team provides our community with direct access to services like Medical, Dental, Pharmacy, Behavioral Health, Care Coordination, and Children & Youth Services. This team is very important to The NATIVE Project; they are the driver of all services and are the first impression of our patients and community.

We are looking for a Patient Services Representative. This candidate will have a deep understanding that they are an integral part of our patient experience at The NATIVE Project. Our ideal candidate will provide a warm welcome, smile, and Sacred Hospitality to all of our patients and visitors. This person will be accountable for managing the front desk duties by answering the telephone and directing all calls as needed, working with employees across all teams, building trusted relationships with staff, patients, and visitors, and leading with empathy, compassion, and creativity.

RESPONSIBILITIES:

Patient Services will improve the overall health of the communities we serve by performing reception, scheduling, telephone, and general clerical support duties as follows:

DUTIES:

Immediately greets patients upon arrival with “Sacred Hospitality”; verifies appointment time, insurance, and personal information in the computer.

Collects insurance co-pay, if applicable; copies insurance card, medical coupon, etc.

Reconciles daily receipts/petty cash within established guidelines as directed.

Takes patient demographics over the phone & enters into electronic medical records system (EMR); updates demographics as specified. Print off demographic /consent form and fee slip at the time of appointment for pick up by a medical assistant. Requests charts from ER, outside clinics, and/or laboratories on applicable patients before the patient arrives for the appointment.

Assists all patients with appropriate paperwork.

Assists all new and current patients with establishing and maintaining access to the Patient Portal. This includes intake, appointments, clinics, and open access.

Ensures accuracy and completion of fee slips/intake forms before forwarding them to billing for processing. Closes batches daily.

Professionally answers telephone calls within established guidelines; takes messages in a timely manner and/or refers callers to appropriate individuals.

Appropriately screens telephone calls for scheduling of emergency/walk-in patients, utilizing medical assistants and/or registered nurses as necessary.

Schedules appointments for patients within established clinic guidelines. Schedules translators as needed.

Makes photocopies of schedules, correspondence, or other materials as directed.

Treats patients with the highest respect in all functions of the job and maintains patient confidentiality per compliance with Privacy Act, HIPAA and WAC policy, procedures and rules and Native Project Policy and Procedures.

Monitor patient waiting areas for cleanliness and security.

Performs other related duties as assigned or as needed.

QUALIFICATIONS

This position requires the following qualifications to perform the above duties and carry out the above responsibilities:

HS diploma or equivalent required. Prefer applicable additional schooling and/or formal training

Has strong working knowledge of multicultural communities, Indian culture, Indian Country, social service systems, and community resources

Customer service and multi-line telephone experience strongly preferred

Demonstrate the ability to communicate both orally and in writing in an effective and timely manner

Has the ability to work in a team environment, both in leadership and peer relationships, including conflict resolution

Has demonstrated strong proofreading and editing skills with excellent grammatical skills

Can capably operate a variety of office equipment, such as a computer, photocopier, scanner, printer, postage meter, etc.

Can capably use Microsoft Word or other programs and has the ability to be trained to effectively use other software programs, such as Excel, Outlook, Access, RPMS, Provider One and Greenway/Intergy

Has ability to move 25lb items, sit for extended periods of time, and handle stress

Has the ability to travel locally and for training

Supports recovery based lifestyles and patient outcomes

Can successfully pass a criminal background check, OIG check, and a pre-employment UA/BA

EEO STATEMENT

The NATIVE Project provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or genetics. In addition to federal law requirements, The NATIVE Project complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training. Under Title VII of EEOC, Indian Preference will be given to applicants who meet all minimum qualifications.