Patient Services Representative

Camino Health Center•San Clemente, CA

17h•Hybrid

About The Position

The Patient Services Representative (PSR) works as part of a team to provide high-quality, efficient, service-oriented patient care while demonstrating the health center’s core values. Under the direct supervision of the Clinic Manager, the PSR is responsible for providing a high level of customer service to patients, community partners, and other health center employees. The PSR is responsible for effectively communicating with patients to obtain and relay accurate information needed for processing their medical visit. The PSR is responsible for answering phone calls from patients and the community and appropriately processing each request. The PSR is responsible for processing medical records and other patient-related documents. The PSR uses the health center’s electronic health record (EHR) and electronic workflow processes to conduct their work. The role ensures that the core values of Camino Health Center – dignity, excellence, service, and justice – are carried out within daily tasks. This includes demonstrating values-based competencies in communication, interpersonal relations, continuous improvement, continuous learning, teamwork/collaboration, customer/patient focus, adaptability, shaping change, community orientation, stewardship, and strategic planning and action.

Requirements

High school graduate or GED
Bilingual English/Spanish
Excellent customer service skills

Nice To Haves

One year clinical/medical front office experience preferred
Experience using an electronic health record
BLS certification

Responsibilities

Communicates with clients and patients in a respectful manner that creates and sustains positive working relationships.
Welcomes patients and verifies appointment time and type.
Assists patients and caretakers with the completion of medical history forms as needed.
Verifies patient eligibility to participate in public programs.
Addresses patient questions concerning services or method of payment.
Administers the Certification of Income form and documents sliding fee schedule eligibility.
Explains insurance coverage.
Schedules patient appointments.
Answers all incoming calls in a timely manner and responds appropriately, in a manner that conveys the health center’s core values.
Provides information for special needs.
Makes simple referrals to other agencies.
Calls patients to remind them of their upcoming appointments.
Accurately checks-in and acknowledges patients in the EHR.
Collects demographic and health information needed to facilitate the patient encounter.
Accurately enters registration information for new patients and updates for established patients in the EHR.
Ensures patient registration information forms are complete and signed.
Ensures the annual update to the Certification of Income form is completed and accurately documented in the EHR.
Collects insurance cards and MSN acceptance letters when applicable.
Accurately collects and documents co-payments, nominal fees and sliding fees.
Discusses account balances and asks for past due payments.
Provides patients with a statement of charges and payments.
Reconciles cash collected daily and ensures that money has been secured in the safe.
Obtains consent for treatment for all family members.
Accurately completes all forms required for eligibility certification for public programs, including but not limited to CDP, CHDP, and CAIR.
As appropriate, informs other health center team members of any specific patient needs.
Monitors electronic fax queues and accurately e-files documents.
Distributes correspondence to Provider’s bins from e-fax queue.
Reviews Medical Records message queue and using standard protocols, acts on each item accurately and in a timely manner.
Answers medical records phone calls and retrieves voice messages and acts on each consistent with standard protocols.
Facilitates the release of medical records in a manner consistent with health center policies and applicable HIPAA regulations.
Assists Medical Assistants with obtaining medical records as requested.