Patient Services Rep Bilingual

Carolina Health Centers, Inc.•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 communication. The PSR ensures patient demographic, insurance, and payment information is accurate and complete in the practice management system, and performs duties consistently with CHC’s Service Standards of being Respectful, Responsible, and Responsive. The position interacts directly with patients and family members in person and by telephone, and works closely with other patient service staff and triage nurses. It operates in a medical practice and professional office environment, with strict HIPAA and OSHA-compliant practices. Staff may work under pressure and with a diverse population, and may be exposed to communicable diseases, bodily fluids, toxic substances, sharps, and other conditions. 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, including beginner-to-intermediate proficiency with Microsoft Excel, Word, Outlook, and PowerPoint.
Ability to establish and promote positive interpersonal relationships.
Excellent organizational skills and strong 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.
Ability to take and follow through with delegated tasks and demonstrate accountability.
Resourcefulness in problem solving.
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; required vision includes close, distance, color, peripheral, and depth perception, and ability to adjust focus.
Perform duties and behave in a manner consistent with the corporate values of honesty, integrity, openness, pursuit of individual and collective excellence, and mutual respect and appreciation.

Nice To Haves

Knowledge of medical terminology.
Bilingual in Spanish.

Responsibilities

Answer telephone calls promptly using the standard greeting and provide courteous, positive customer service.
Maintain a well-kept lobby and workspace, and help patients understand the services offered and the benefits of choosing CHC as their medical home.
Explain and follow HIPAA requirements as needed and maintain confidentiality.
Acknowledge arriving patients in the practice management system, arrive them in the EHR, and enter their location.
Verify patient demographic information and enter insurance or sliding-fee information.
Collect co-pays, post and balance payments, and run daily Medicaid eligibility checks.
Update patient paperwork annually, including HIPAA, registration, and prescription consent forms.
Print patient clinical summaries, schedule follow-up visits, and check patients out in the practice management system and EHR.
Count the cash box and log its amount at the beginning and end of each shift.
Run acknowledged patient reports, match encounters against reports, and document missing encounters.
Conduct appointment reminder calls and create new patient accounts.
Scan and file patient documents; use the EHR to print records and identify medications, referrals, and lab results; and identify and manage EHR tasks.
Understand and use office forms and logs, including incident reports, prescription logs, transfer-of-patient-care logs, and supply orders.
Follow emergency procedures, including procedures for fire, tornadoes, and a seizing patient.
Schedule patients correctly and distribute and sort mail and courier items.
Collect TIGER payments; distribute medications delivered by courier to patients and collect payment; and sign out controlled-substance prescriptions to patients.
Respond to patient-portal tasks in a timely manner.
Use office telephones, including hold, transfer, voicemail, and directories; operate copiers for copying, faxing, and scanning; and use credit-card and postage equipment.
Represent CHC and the practice site professionally and work closely with patient service staff and triage nurses.
Perform other duties and activities as assigned or changed.