Front Desk

Title: Patient Service Representative

Reports to: Lead PSR/Operations Manager

Status: Non-Exempt

Work Schedule: Days and Times will vary

Position Summary: Patient Service Representatives (PSR's) are the first contact for all patients, visitors, volunteers, and staff entering the clinic. They are responsible for maintaining a cordial, comfortable, and professional environment. PSR's facilitate the registration and processing of each patient from check-in to check-out. PSR's assist with the day-to-day needs of clinic patients and visitors. Front desk support services include, but are not limited to medical records, charge review & entry, appointment scheduling, & patient advocacy.

Responsibilities & Expectations:

Open secured front office area by 7:45am each business day.

Retrieve & return patient voicemails mid-morning & at close of business.

Register all new & established patient accounts for services.

Verify eligibility and benefits for each patient 1-day in advance.

Review patient financial responsibility for medical, behavioral health, & pharmacy services during the initial registration process & annual renewal.

Collect co-payment fees according to the sliding fee schedule.

Monitor front lobby area for emergencies.

Collect & scan all registration required forms necessary to verify identify, proof of income, and residency.

Daily appointment confirmation calls for behavioral health patients 1-day in advance as applicable.

Reschedule medical & behavioral health appointments as directed.

Balance open journal by reviewing & comparing all daily collections to the open journal report for accuracy & even balance.

Answer calls utilizing the Front desk telephone etiquette, take detailed messages, provide general information regarding services, and route all incoming calls to the appropriate staff or department.

Provide community resources to patients not eligible or inappropriate for our services.

Distribute and collect patient satisfaction surveys monthly.

Analyze & evaluate all medical record requests in accordance with departmental policies & procedures.

Enter & scan original medical record request into the patient electronic medical record.

Ensure all medical records are accurate and complete prior to disclosing information according to department policy.

Reports all HIPAA violations and/or potential risks related to the release, use, and/or maintenance of medical records to the Privacy Officer.

Able to lead, guide, and train staff, student employees, interns, and/or volunteers performing tasks involving patient health information.

Performs miscellaneous job-related duties and/or functions as assigned.

Assist medical staff with patient examinations and procedures under their supervision.

Perform basic medical tasks such as taking vital signs, recording medical histories, and preparing patients for examinations.

Administer injections or medications as directed by medical staff.

Prepare treatment rooms for patient examinations, keeping them clean and organized.

Provide patient education regarding medical procedures, medications, and health maintenance.

Ensure accurate documentation of patient information and medical procedures in electronic medical records.

Collaborate with other healthcare professionals to ensure coordinated patient care.

Maintain compliance with all medical protocols, including infection control procedures and HIPAA regulations.

Continuously update knowledge and skills through training and professional development opportunities. Requirements, Education and Licensure:

High school diploma/GED with 2 to 4 years' experience related to the duties and responsibilities specified above

Preferred Medical Assistant familiar with front desk operations within a community health center or physician practice environment

Prefer Certified Health Information Technician

General knowledge of medical & managed care terminology

Excellent verbal and written communication skills

Knowledgeable of state and federal laws regarding HIPAA and patient privacy practices

Ability to operate standard office equipment such as fax, copier, printer, etc.

Ability to investigate & analyze information to draw conclusions

Certified Medical Assistant or must be certified within 6 months of hire

Basic knowledge of Microsoft Word, Excel, and Electronic Medical Records (EMR) Skills And Abilities:

Ability to read and interpret medical procedures and terminology.

Ability to exercise independent judgment;

Excellent written and verbal communication skills to prepare reports and related documents and to maintain working relationships with physicians and other staff.

Ability to maintain confidentiality.