Patient Service Representative (Bilingual)

Oak Orchard Health•Village of Warsaw, NY

About The Position

Position Summary: The Patient Service Representative provides customer service at the reception area for all arriving and departing patients. This position is responsible for scheduling future appointments both in person and via the telephone, registering new patients in the EHR, checks registration forms for completeness and accuracy, and scans registration into patient EHR.

Requirements

Demonstrates the ability to communicate effectively in both English and Spanish with patients, families, and cross-functional team members.
Supports organizational initiatives focused on delivering high-quality, patient-centered care.
Maintains flexibility to work varied schedules, including evenings and weekends as needed.
High School diploma or equivalent.
1-2 years of medical office experience preferred
1-2 years of prior administrative or customer service experience

Responsibilities

Accurately register new patients in the OOH electronic medical record (EMR) system, eClinicalWorks, checking to see if the patient was previously registered and verify demographic and insurance information for accuracy.
Promptly and courteously, greet arriving patients and guests.
Promptly check patient in, including, but not limited to accurately updating insurance, yearly demographic information (registration form) and collecting any payments required from the patient. Promptly check patient out.
Process payments received via mail, phone, or in-person.
Schedules future appointments as needed, at both checkout window and telephone.
Refer patients to Patient Accounts Office if financial plans are necessary.
Scans all completed patient paperwork into patient EMR in a timely manner.
Maintain phone etiquette; answer phones, transfer calls, take accurate messages and assign appropriately, document prescription refills and assign to correct provider.
The ability to communicate effectively with patients and staff from all departments.
Attend regular staff meetings, trainings, and other meetings as requested.
Maintain a safe, clean and orderly work area at the front desk and waiting room.
Schedule interpreters (internal or external) for patient appointments.
Reschedule patient appointments when providers call in sick or schedule time off.
Direct patients that need assistance with their health insurance to the embedded Facilitated Insurance Enroller.
Call appointment reminders for physicals and all new patient appointments and change appointment status to “confirm” when done. Call failed appointment reminder calls to attempt to confirm appointment.
Balance cash receipts at the end of shift and prepare appropriate reports.
Make sure the building is unlocked in the morning, and locked at night with the alarm set by the last employee to leave the building.
Adheres to all organizational policies and procedures.
Any other reasonable requests from management.