Patient Service Specialist - Cross Trained

Choptank Community Health System, Inc..•Denton, MD

5d•Onsite

About The Position

The Patient Services Specialist (PSS) is part of a cross-trained team that performs essential operational functions of a health center, including pre-registration, registration, appointment confirmation, scheduling, and handling inbound phone calls. The role is responsible for greeting patients, providing quality customer service, receiving co-payments, issuing receipts, and recording payments in the practice management system. Additionally, the PSS verifies insurance information, assists with enrollment in benefit programs, and scans patient-related documents to the electronic health record (EHR). This is a non-exempt, full-time position.

Requirements

Proficient with technology and computer skills including Microsoft software.
Basic math skills.
Ability to handle cash and accurately complete bank deposit slips.
High school diploma or equivalent.
Previous customer service experience.

Nice To Haves

Medical or dental terminology a plus.
Preferred experience in various medical settings to include medical, dental, or behavioral health.

Responsibilities

Greets patients in a professional manner as they enter the health center.
Demonstrates AIDET with all patients, guests, and staff interactions.
Consistently answers calls within the 3rd ring.
Follows established procedures for handling patient calls and visits.
Communicates with patients in a professional manner on the telephone.
Notifies Triage Registered Nurse of all emergent patient phone calls as per triage policy.
Adheres to and models CCHS Standards of Behavior.
Works with the clinical staff to coordinate patient flow.
Keeps patients informed of wait times.
Addresses patient concerns with site-based leadership in a timely and responsive manner.
Maintains patient confidentiality.
Accurately and thoroughly schedules patients according to schedule templates and scheduling guidelines.
Informs patients of past due balances, copays, and sliding fee renewal dates when scheduling appointments.
Actively manages the appointment waitlist.
Strives to meet a first call resolution with inbound patient calls.
Performs confirmation calls per the appointment reminder procedure.
Documents no-show and cancel status in the practice management system.
Sends no-show letters and tracks no-show occurrences.
Manages same-day requests in coordination with the clinical team.
Follows dental emergency walk-in procedure.
Reschedules patient appointments as needed.
Monitors schedule requests and tickler system for needed appointments.
Effectively troubleshoots errors in the schedule with site-based leadership.
Proactively monitors schedules for provider PAL and meetings that will require appointment rescheduling.
Troubleshoots online portal scheduling errors.
Performs end-of-day review verifying all appointments are checked out or documented as no-show.
Prints the next day schedules for each provider daily.
Utilizes 3rd party registration system to update demographic data.
For patients unable to use the electronic system, will enter and edit appropriate demographic data accurately.
Verifies demographics, contact numbers, and emergency contacts at every visit.
Verifies insurance eligibility and frequencies at every visit per established procedure for all scheduled patients.
Completes non-covered forms for non-covered services, in accordance with insurance coverage.
Ensures sliding fee applications are offered to every patient and updated annually.
Determines patient’s eligibility with the sliding scale and verifies proof of income consistent with current policies.
Ensures all registration forms are completed during the first appointment and verified at every visit, with signatures obtained annually.
Ensures all insurance information is verified at every visit.
For new patients, verifies that all required forms are completed prior to registration.
For established patients, ensures all registration forms are updated and signed annually.
Verifies and updates VFC status.
Updates patient’s preferred pharmacy.
Converts patients reaching the age of majority to their own guarantor.
Receives copayments, self-payments, and gives appropriate receipts.
Keeps money secure and balanced in a locked cash drawer.
Reconciles all monies collected daily and places them in the safe at the end of the day.
Assists patients with billing issues, working with the CCHS billing department.
Performs end-of-day review in the practice management system including collections and cash reconciliation.
Keeps electronic health record (EHR) buckets current, reviewing at least daily.
Takes initiative to solve problems, prioritizes effectively, and recommends improvements to site-based leadership.
Travels to other CCHS locations to provide coverage as needed.
Consistently displays professionalism during interaction with CCHS customers, staff, and clinicians.
Attends and engages in weekly huddles, monthly site meetings, department meetings, and all staff meetings as required.
Maintains inventory of office supplies by communicating low stock to the designated person.
Ensures the front desk area and patient waiting areas are neat and presentable to assure a safe environment.
Responsible for mail and package deliveries.
Works with other staff to achieve a desirable working environment.
Regular, reliable attendance is a requirement of this job.