Patient Service Rep

Tule River Indian Health Center Inc•Porterville, CA

11h•$21 - $22•Onsite

About The Position

Under the direction of the Licensed Vocational Nurse, the Patient Services Representative is the initial point of contact for clinic flow and patient communication. The role interviews incoming patients or their representatives and enters information needed for admission into computer systems. The representative greets patients professionally, schedules appointments, updates patient information at each visit, collects applicable co-pays, and documents no-shows. The role also identifies deficiencies in registered patients’ records that could affect eligibility or decisions about Purchased Referred Care (PRC) patients. It includes attending training, helping maintain and exchange accurate information between Electronic Health Records (EHR) systems, auditing PRC records for missing information, and coordinating notifications with PRC patients. The representative must communicate effectively, build rapport with patients and families, and be sensitive to the cultures, traditions, values, and well-being of the Indian community. This is a full-time, non-exempt position in a standard office environment at a health center, primarily in the medical reception area, with movement around the facility to meet with physicians, patients, and coworkers. The role may involve potential exposure to blood, body fluids or tissue, infectious waste, chemicals, biological materials, toxicants, and irradiants. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Valid California driver’s license and ability to remain insurable through the employer’s insurance agency; a current valid license, driving insurance, and a good driving record are required throughout employment.
Pass pre-employment drug and alcohol testing, a pre-employment physical, and a background check.
Maintain a professional appearance and attitude and be punctual and reliable.
Maintain absolute patient confidentiality in accordance with HIPAA and TRIHCI policies.
Ability to multitask, prioritize, and handle multiple incoming calls or patients at once.
Ability to maintain accurate records and prepare clear, accurate reports, with attention to detail and accuracy in reviewing and verifying data.
Experience working in a health care facility setting.
Experience scheduling patients according to availability.
Good communication skills, ability to communicate effectively with diverse populations, and willingness to explain responsibilities to patients.
Knowledge of safety regulations applicable to a clinical setting and of tracking, reporting, and maintaining data-entry compliance.
Ability to maintain the confidentiality and integrity of organizational, employee, and client records.
Ability to perform physically demanding tasks regularly and to attend staff meetings and trainings.
Ability to work flexible hours and weekends as needed.
Strong interpersonal skills and ability to interact effectively with a variety of individuals.
Basic computer literacy and functional understanding of Microsoft Windows operating systems in an office setting.
Ability to work independently while remaining reliable and dependable.
Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; present information effectively in one-on-one and small-group situations; and follow detailed written or oral instructions using common-sense judgment.
Professional competency in office and healthcare abilities, including maintaining client confidentiality.
Ability to address problems involving a few concrete variables in standardized situations.
Ability to provide an updated DMV printout upon request.
High school diploma or GED, or two or more years of related experience and/or training, or an equivalent combination of education and experience.
Medical Assistant (MA) certification.
First Aid/CPR at the BCLS level, or obtain it within three months of hire.
Successful completion of required post-offer criminal background check, drug test and physical, COVID-19 and TB testing, and verification of authorization to work in the United States.

Responsibilities

Greet patients, answer telephones, take messages, schedule appointments, and arrange follow-up appointments.
Obtain and update patient information in the EHR system at every visit.
Verify patient insurance and eligibility before visits and refer patients to PRC or Social Services when needed.
Review EHR notes to verify that registration information is current.
Collect applicable co-pays before patients see a provider.
Ensure required forms are completed and placed on the chart before the patient is seen.
Assist with ordering office supplies and forms and maintain adequate stock.
Complete daily sign-in sheets with insurance eligibility information and forward them to the Finance department.
Ensure medical packets are complete and forward them daily to the Benefits Coordinator.
Follow up on no-show appointments, document them in the patient’s medical record, and send no-show letters.
Print daily patient schedules for medical personnel.
Confirm next-day appointments and remind patients to bring registration paperwork and co-payments, if applicable, and to verify insurance and address information.
Turn in call logs and waitlist spreadsheets daily to the Lead Biller.
Interview patients to obtain demographic and alternate-resource information needed for billing health care services.
Assist patients with completing new or updated R.P.M.S. and EHR forms, document received items, and file updated forms in PRC charts.
Determine eligibility for new patients by obtaining a Certificate of Indian Blood or other documentary proof of tribal membership according to I.H.S. guidelines.
Investigate claim-information discrepancies and take appropriate corrective action so claims can be processed for payment.
Collect and photocopy third-party insurance, Medicaid, Medicare, or other health care cards, and explain applicable billing programs to beneficiaries.
Obtain information for new patient registration records, communicate with Medical Records to reactivate or inactivate stored records, enter information into R.P.M.S. and EHR systems, and print appropriate forms.
Maintain confidentiality of patient information and keep the workstation organized and tidy.
Participate in required staff meetings and perform general office duties or other assigned responsibilities.