Patient Services Representative | Specialty Clinics | Full Time

Gritman Medical Center•Moscow, ID

About The Position

The Patient Services Representative provides front-desk and patient-account support for specialty clinics. The role greets patients and visitors in person and by phone, schedules and confirms appointments, registers patients for the portal, collects payments, maintains patient accounts and cash-drawer accuracy, and supports appointment and chart preparation. The representative monitors the phone queue and lobby, responds to simple face-to-face medical-record requests, researches patient concerns, and helps troubleshoot check-in workflow issues in Epic. The role also includes opening and closing duties, maintaining a clean reception area, preparing end-of-day deposit reconciliation paperwork, and entering accurate insurance information and phone notes. The representative is expected to protect confidential information, provide professional customer service consistent with The Gritman Way, promote patient and employee safety, maintain relevant role competency, and participate in quality improvement activities. The position serves patients across neonatal, pediatric, adolescent, adult, and geriatric populations and diverse demographics.

Requirements

Experience working with computers.
Knowledge of basic office functions.
Excellent customer service skills.
Written and verbal communication skills.
Positive attitude.
Ability to work closely with others.
Critical-thinking ability.
Flexibility.
Computer skills.

Nice To Haves

Prior education and/or experience in a medical office.

Responsibilities

Greet patients and visitors by phone and in person in a professional manner consistent with The Gritman Way.
Maintain a positive attitude and work collaboratively with staff and departments.
Monitor the call queue and lobby for wait times or issues.
Protect patient rights by maintaining strict confidentiality.
Enter quality phone notes and patient cases.
Prepare end-of-day deposit reconciliation paperwork.
Maintain accurate and complete patient accounts and enter insurance information accurately.
Schedule appointments and manage appointment confirmations through Epic.
Obtain appropriate information from patients for new and existing accounts.
Keep the reception area clean.
Maintain a balanced cash drawer and collect copayments and outstanding balances.
Consistently demonstrate AIDET.
Register patients for the portal.
Perform opening and closing tasks.
Assist with preparing paperwork for appointment and chart preparation.
Respond to simple face-to-face medical-record requests from patients.
Review and research patient concerns and complaints.
Use Epic to help resolve workflow issues when patients have difficulty checking in.
Represent the organization positively and professionally.
Promote patient and employee safety through proper identification, reporting, documentation, and prevention.
Maintain hospital standards for a clean and quiet environment.
Maintain competency and knowledge of current standards of practice, trends, and developments related to the role.
Participate in ongoing quality improvement activities.
Comply with organizational policies, established practices, protocols, procedures, professional standards, and regulatory requirements for confidential information.
Provide excellent customer service consistent with The Gritman Way.