Patient Services Representative (Full-time)

Pagosa Springs Medical Center•Pagosa Springs, CO

164d•Onsite

About The Position

The Patient Service Representative (PSR) performs a variety of clerical tasks related to the patient registration and discharge process. The PSR will use computer programs and applications to ensure proper documentation of patient activities, scheduling for appointments (clinic, lab, radiology, etc.), scheduling of follow-up visits, and collection of payments. The PSR must possess a strong customer service aptitude and be able to work independently as well as within a team. Additional functions of the PSR may include answering the phone for the care team assigned to, taking messages, transferring calls to other care team members, processing faxes, facilitating the completion and up-loading of various documents, as well as carrying out assigned duties to facilitate the smooth functioning of the care team.

Requirements

High school diploma or equivalent.
One to two (1-2) years of experience with customer service.
Proficient typing and experience using computers.
Current AHA BLS certification for healthcare providers required.
Basic computer knowledge (Microsoft Office, electronic health record).
Ability to read, write, and clearly express oneself in English.
Ability to listen.
Ability to express or exchange ideas by means of spoken word, to impart oral information to others or the public and to convey detailed spoken instructions to others accurately, loudly, or quickly.
Ability to alternate between sitting and standing as needed.
Ability to ascend or descend ramps and/or stairs.
Far visual acuity (clarity of vision at 20 feet or more).
Fine manipulation (picking, pinching, or otherwise working primarily with fingers).
Use of foot/leg controls.
Gross manipulation (seizing, holding, grasping, turning, or otherwise working with hand(s)).
Hearing requirements (able to hear, understand, and distinguish speech and/or other sounds).
Keyboarding (entering text or data into a computer or other machine with a keyboard).
Ability to kneel.
Ability to lift and carry objects.
Near visual acuity (clarity of vision at approximately 20 inches or less).
Peripheral vision.
Ability to push and pull objects.
Ability to reach at/below shoulder level.
Ability to reach overhead.
Ability to stand/walk.
Ability to stoop.
Adheres to our standards of conduct and culture (WISER).
Demonstrates commitment to service excellence and promotes positive patient, visitor, and employee experiences.
Establishes and maintains effective working relationships with others.
Works effectively on team matters and recognizes situations which require teamwork.
Consistently demonstrates compliance with organizational-wide competency statements and performance criteria.
Participates in employee training, disaster preparedness and emergency events.
Reports potential safety issues as soon as possible.
Demonstrates safe operation of equipment and uses supplies/materials/chemicals as directed.
Wears non-slip footwear to prevent fall and/or injury.
Follows established policies and procedures for employee illness and/or exposure to illness/disease.
Does not come to work sick.
Demonstrates proper phone etiquette.
Answers phone messages promptly.
Demonstrates proper email etiquette.
Answers email messages promptly.
Demonstrates a willingness to perform tasks and complete assigned work.
Complies with all PSMC policies including, without limitation, timely attendance, code for dress and decorum, no conflicts of interest, no harassment, fragrance free, use of personal devices at work etc.
Complies with all PSMC and department procedures, rules and directives.
Checks email at least once daily when on-shift.
Maintains strict confidentiality of all patient matters.
Possesses computer knowledge/skills and the ability to learn and adapt to new programs and software.
Keeps personal contact information updated in Human Resources and in PayCom.
Sets up desk phone in compliance with established PSMC protocol.
Assures name is associated with the phone assigned to you, if applicable.
Utilizes away messages when you are not in the office and responding to calls, if applicable.
Sets up email signature in compliance with established PSMC protocol.
Utilizes away messages when you are not in the office and responding to emails.
Demonstrates the ability to perform CPR.
Demonstrates the ability to work and multi-task at a rapid pace with numerous interruptions.
Displays the ability to work independently with high self-motivation and directional initiative.
Displays the ability to cope and remain calm in escalating circumstances.
Participates in departmental inventory process periodically.
Attends, at least, 50% of all scheduled department staff meetings.
Performs other duties, as assigned by a supervisor.
Communicates effectively, keeping leadership and team members informed and involved.
Treats people with respect, recognizes individuality and is fair and equitable in all interactions.
Demonstrates critical thinking skills in problem-solving tactics.
Uses sound and fair judgment in a calm and professional manner.
Demonstrates adaptability and flexibility when new information becomes available.
Works collaboratively with others, communicates the department’s vision and strategy across all levels of the organization, and builds consensus around key initiatives and projects.
Establishes and maintains respectful and effective relationships with providers, employees, patients and managers/directors/Senior Leadership.
Ability to handle high stress situations, rapid pace, multiple issues, interruptions and matters requiring sensitivity.
Able to work independently, meeting essential job functions, deadlines and priorities, while also utilizing available resources when needed.
Obtains proficiency in the following computer systems: Cerner, Microsoft Word/Outlook/Excel.

Nice To Haves

Courses in computer and/or medical terminology are desired but not required.
Additional languages desired but not required.

Responsibilities

Performs a variety of clerical tasks related to the patient registration and discharge process.
Uses computer programs and applications to ensure proper documentation of patient activities.
Schedules appointments (clinic, lab, radiology, etc.) and follow-up visits.
Collects payments from patients.
Answers the phone for the assigned care team, takes messages, and transfers calls.
Processes faxes.
Facilitates the completion and up-loading of various documents.
Carries out assigned duties to facilitate the smooth functioning of the care team.
Identifies all patients by utilizing two identifiers (name and date of birth).
Efficiently registers patients for appointments by accurately completing the check-in process, including verification of patient demographics, insurance, and completion of the MSP as applicable.
Creates appropriate encounters with correct FIN, location, medical service, and attending provider for various services.
Answers scheduling phone calls and schedules patients appropriately.
Accurately scans patient identification and insurance cards into the electronic health record.
Checks for PCP authorization for all Veteran patients and includes this information on the encounter.
Obtains urgent care authorization for Veteran patients accessing the walk-in clinic.
Scans records, EKGs, CMS worksheets, and outside orders to the correct encounter in the patient medical record.
Collects, documents, and posts patient payments and co-payments to the appropriate accounts.
Maintains and safeguards cash payments received.
Informs patients of financial assistance options and responsibilities when indicated.
Schedules patient appointments in the computer system following all clinic workflows and protocols.
Collaborates with Lead RN to maintain walk-in schedule and facilitate efficient patient flow.
Utilizes walk-in triage form to recognize/identify patient symptoms requiring immediate nurse triage.
Maintains and monitors the no-show report, system cancels, and reschedule reports.
Audits schedule daily for scheduling errors, incomplete encounters, and/or missing information.
Prepares and mails new patient paperwork and Medicare annual wellness paperwork to appropriate patients.
Answers multi-line phone system and processes calls appropriately based on the patient's stated need.
Monitors and addresses the Team Scheduling Pools and referral pools and referral management system.
Completes EMTALA log and walk-in tracker daily.
Obtains clinic/hospital consent for all registered clinic, lab, and diagnostic imaging encounters.
Schedules integrated and traditional behavioral health appointments correctly.
Obtains prior authorization for visits when indicated.
Participates in patient outreach activities as assigned.
Monitors, checks, and acts on messages in Artera at least once at the beginning of the shift and end of shift and as required throughout the day.
Assists patients with records request or release forms.
Educates patients by providing them with general and/or specific clinic information.
Completes all opening and closing duties in a timely manner ensuring all computers are shut down and iPads are secured.
Assists in training of new PSR staff members.
Provides clerical support for clinical staff.
Provides EHR registration support for all staff members.
Participates in bi-annual inventory process.
Assists in the out-dating of expired supplies.