Patient Services Assistant - Internal Medicine (Alma)

MyMichigan Health•Alma, MI

About The Position

This position provides front-line clerical, secretarial, and receptionist support for an internal medicine practice and coordinates patient flow. Duties include answering phones, scheduling appointments, registering patients, verifying insurance and demographic information, collecting payments, arranging tests and procedures, and processing referrals. The Patient Services Assistant coordinates activity among front-office staff, clinical staff, patients, and providers, and demonstrates respectful, kind, compassionate, courteous, and professional service to a diverse patient population. The role involves handling sensitive protected health information in accordance with HIPAA, maintaining accurate patient records, processing communications and documents, and supporting practice operations such as cash-drawer balancing and opening and closing procedures. The position may provide coverage or support across multiple practices and may train and orient new employees. Employees are expected to demonstrate competency with Microsoft Windows and may participate in additional learning opportunities offered by MyMichigan Health.

Requirements

High school diploma.
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 handle multiple tasks, work independently and with others, maintain regular and predictable attendance, and stay awake.
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.
Ability to wear personal protective equipment, including latex materials or an appropriate substitute when required.
Ability to sit, stand, or walk for long periods; frequent postural changes such as stooping, kneeling, or crouching may be required.
Dexterity for handling, reaching, grasping, fingering, and feeling, potentially on a regular to frequent basis.
Ability to occasionally lift or carry 0–10 pounds; physical demand level is sedentary.
Ability to follow bloodborne pathogen and TB testing requirements.

Nice To Haves

Associate degree preferred.

Responsibilities

Welcome and acknowledge patients, families, and visitors; answer incoming calls promptly and identify and address customer needs, concerns, and complaints.
Verify and update patient information, including demographics and insurance coverage, and complete required patient forms and agreements.
Schedule appointments for providers using practice management, electronic medical record, insurance verification, and other computer systems.
Register new patients and explain practice policies, including no-show, financial, and collections policies; collect email addresses when available for surveys and portal registration.
Schedule follow-up appointments, tests, and procedures; collect applicable copayments; check out patients; process referrals; and obtain prior authorizations as needed.
Apply HIPAA privacy regulations when handling verbal and written communications and protected health information.
Educate patients, as applicable, about Televox, financial policies, HIPAA, Patient Centered Medical Home, customer satisfaction surveys, and the Patient Portal.
Coordinate primary care and specialty referrals within MyMichigan Health and with other health systems.
Maintain and balance the cash drawer according to organizational procedures and post payments to patient accounts.
Process incoming communications and accurately fax, file, scan, and maintain documents in patient medical records.
Perform office opening and closing procedures and provide support in one or multiple practices as needed.
Perform the medication and prescription release process accurately.
Work collaboratively, communicate clearly and professionally, and train and orient new Patient Service Assistant employees.
Demonstrate commitment to internal and external customer needs consistent with MyMichigan Health's mission, policies, and procedures.
Perform other duties as assigned.