Patient Services Rep Bilingual

Carolina Health Centers•Clinton, SC

About The Position

The Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site professionally and serves as the first point of contact for patients, visitors, and callers. The role provides daily practice-site support, including telephone coverage, appointment scheduling, patient check-in and check-out, referrals, and general patient communications. The PSR ensures demographic, insurance, and payment information is accurate and complete in the practice management system and performs duties in accordance with CHC’s service standards of being Respectful, Responsible, and Responsive. The position interacts with patients and family members in person and by telephone, works closely with other patient service staff and triage nurses, and supports the day-to-day operation of a medical practice. The work environment includes a diverse patient population and exposure to customer/patient elements, communicable diseases, bodily fluids, toxic substances, sharps, and other conditions. The practice follows safe OSHA-compliant procedures and strictly enforces HIPAA requirements. The position also operates in a professional office environment using standard office equipment. Out-of-town and overnight travel is minimal.

Requirements

High school diploma or equivalent experience.
Valid driver’s license and safe driving record.
Excellent verbal and written communication skills.
Current computer skills and beginner-to-intermediate proficiency with Microsoft Excel, Word, Outlook, and PowerPoint.
Ability to establish and promote positive interpersonal relationships.
Excellent organizational skills and good interpersonal, organizational, and computer skills.
Cultural awareness and appreciation for differences; ability to demonstrate excellent customer service and strong cultural competency.
Ability to adhere to strict confidentiality guidelines.
Teamwork orientation and ability to take and follow through with delegated tasks and accountability.
Resourcefulness in problem solving.
Physical ability to push, pull, reach, sit, stoop, and stretch; full range of body motion; and the hand-eye coordination and manual dexterity needed to operate a computer, telephone, copier, and medical equipment.
Ability to talk and hear; vision abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Knowledge of medical terminology.
Bilingual Spanish ability.

Responsibilities

Answer telephone calls promptly using the standard greeting; use phone functions such as hold, transfer, voicemail, and directories.
Treat patients with care and courtesy, respond positively to questions and requests, and make reasonable efforts to accommodate patient needs and expectations.
Maintain a well-kept lobby and workspace and help patients understand the services provided and the benefits of choosing CHC as their medical home.
Understand, follow, and explain HIPAA requirements to patients as needed; maintain strict confidentiality.
Acknowledge and arrive patients in the practice management system and EHR, enter their location, and verify demographic information.
Enter insurance or sliding-fee information, collect co-pays, post and balance payments, update required patient paperwork annually, and verify Medicaid eligibility daily.
Print patient clinical summaries, schedule follow-up visits, and check patients out in the practice management system and EHR.
Count the cash box and record its amount at the beginning and end of each shift.
Run acknowledged patient reports, match encounters against reports, and document missing encounters.
Make appointment reminder calls, create new-patient accounts, and scan and appropriately file patient documents.
Use the EHR to print records and identify medications, referrals, lab results, and other information; identify and manage EHR tasks, including patient-portal tasks in a timely manner.
Schedule patients correctly and distribute and sort mail and courier items.
Collect TIGER payments; distribute medications delivered by courier to patients and collect payment for those medications; sign out controlled-substance prescriptions to patients.
Understand and use inner-office forms, including incident reports, prescription logs, transfer-of-patient-care logs, and supply orders.
Know emergency procedures, including those for fire, tornado, and a seizing patient.
Operate the copier for copying, faxing, and scanning; operate credit-card equipment and the postage machine.
Represent CHC and the practice site professionally to the public and work closely with patient service staff and triage nurses.
Take and complete delegated tasks with accountability, contribute to teamwork, and use resourcefulness in problem solving.