Patient Services Assistant

MyMichigan Health•Saginaw, MI

10d

About The Position

The Patient Services Assistant is the front-line representative for the practice and provides clerical, secretarial, and receptionist support. The role coordinates patient flow by answering phones, scheduling appointments, registering patients, verifying insurance and demographic information, collecting payments, and arranging tests, procedures, and referrals as needed. It coordinates activity among front-office staff, clinical staff, patients, and providers, while providing courteous, compassionate, and professional service to a diverse patient population. The position also supports patient check-in and checkout, explains practice policies, processes referrals and authorizations, maintains patient records, handles incoming communications, and follows privacy and cash-handling procedures. It may involve working at or providing support to multiple practices, completing opening and closing procedures, and training new Patient Service Assistant employees.

Requirements

Knowledge of reading, writing, mathematics, and computer skills.
Keyboarding skills for patient registration and other office tasks.
Knowledge of medical terminology and medical-office policies, practices, and procedures, normally acquired through two years of work in a medical office or similar setting.
Interpersonal skills to communicate successfully with individuals and groups and explain ideas and concepts clearly.
Ability to use Microsoft Windows and demonstrate computer competency.
Ability to handle multiple tasks, work independently, get along with others, maintain regular and predictable attendance, and stay awake.
Ability to wear personal protective equipment, including latex materials or an appropriate substitute if required.
Ability to move freely about the facility, with or without an assistive device, and perform the job functions described.
Overall vision and hearing, with or without assistive devices.
Overall dexterity, including handling, reaching, grasping, fingering, and feeling; repetitive movement may be required regularly or frequently.
Ability to occasionally lift or carry 0–10 pounds.

Nice To Haves

Associate degree preferred.

Responsibilities

Welcome patients, families, and visitors; answer incoming calls promptly; identify customer needs, concerns, or complaints and take appropriate action.
Verify and update patient information, confirm insurance coverage and provider assignment, and complete or update required forms, including demographic, HIPAA, PPA, MSP, and consent-for-treatment forms.
Schedule appointments accurately for all providers using practice management, EMR, insurance verification, Medifax, population health registry, and Iterminal systems.
Register new patients and explain practice policies and procedures, including no-show, financial, and collection policies; obtain email addresses when available for surveys and portal registration.
Before patient departure, schedule follow-up appointments and required tests or procedures, collect applicable copayments, process referrals, check out patients, and obtain prior authorizations as needed.
Apply HIPAA privacy requirements when handling verbal and written communications and protected health information.
Educate patients about Televox when applicable, financial policies, HIPAA, PCMH, PRC customer satisfaction surveys, and the Patient Portal.
Coordinate primary-care and specialty referrals within MyMichigan Health and other health systems; schedule appointments and testing and obtain insurance authorizations when required.
Maintain and balance the cash drawer according to organizational protocols and post payments to patient accounts.
Process incoming communications; fax, file, and scan documents accurately; maintain documents in patient medical records.
Perform office opening and closing procedures; provide support at one or multiple practices as needed; accurately perform the medication and prescription release process.
Work as a team member and communicate clearly, concisely, and professionally.
Train and orient new employees in the Patient Service Assistant position.
Demonstrate commitment to internal and external customer needs consistent with MyMichigan Health’s mission, policies, and procedures.
Perform other duties as assigned.