Patient Services Representative

Community Clinical Services•Lewiston, ME

10d•Onsite

About The Position

The Patient Services Representative serves as the primary point of contact for patients, acting as an information conduit between patient and physician practice and coordinating ancillary services associated with meeting patient health care needs. We are seeking a Patient Services Representative to join our amazing team of professionals at our B Street Health Center! Community Clinical Services is a community focused, mission driven non-profit organization that serves and cares for our community members each and every day. Our mission is to improve the health and well-being of our community through patient-centered care, advocacy and community engagement.

Requirements

High school diploma or equivalent

Nice To Haves

Experience in healthcare setting preferred, but not mandatory.

Responsibilities

Welcomes visitors by verbally acknowledging and helping immediately upon entry.
Manages patient appointments / physician schedules to minimize patient wait time and maximize patient flow and customer service.
Inquires to understand reason for visit and responds appropriately based on their needs.
Gathers, verifies, and updates demographic and insurance information.
Assists in collecting copays and back balances
Arranges for visitor to meet with necessary personnel, preparing and providing information and documentation.
Communicates anticipated process and timelines to patients and visitors.
Announces patient to physician and follows-up to ensure timely patient visits.
Print next day appointment sheets
Print superbills for next day appointments and give to PSR to pull the next day’s charts.
Assure patients with no insurance are offered FQHC. At the end of day put in folder for the FQHC personnel.
Sends out a reminder card for missed appointments.
Does reminder calls to patients for appointments.
Greet patient in a friendly professional manner, identify practice and self.
Managing crisis calls from patients. Keeping patient on phone, asking appropriate questions, ability to stay calm and focused so patients feel safe and appropriate steps can be taken. (See manual for further guidelines).
Carefully listen to caller gathering enough information to direct the call appropriately, take message or meet the patient’s needs.
Put caller on hold, when necessary, first asking and receiving permission to do so.
Understand technical aspects of phone system to manage phone calls properly
Prepare phone message with complete, thorough, and accurate information and direct to correct recipient.
Retrieve patient record 48 hours prior to visit or at any point of contact, attach appropriate forms or direct to others as necessary
Place records in designated area
File patient information in correct section of record
Place files in holding area for further processing
File record accurately back into filing system after checking for completeness
Promptly prepare and release authorized patient records in accordance with laws and regulations that protect patient confidentiality.