Patient Services Specialist

Kalihi Palama Health Center•Honolulu, HI

3d•Onsite

About The Position

The Patient Services Specialist obtains complete and accurate patient information and required documents during scheduling, registration, and collections in accordance with KPHC policies and procedures. The role enters patient information into Centricity and scans required documents. It monitors front-office activities and communicates effectively with other departments to support a positive patient experience. As a member of the Patient Centered Health Care Home team, the specialist contributes to patient-centered care. The specialist provides courteous customer service, supports patient flow, answers and routes calls, registers and pre-registers patients, schedules appointments, verifies insurance, and maintains accurate patient records. The position also protects patient confidentiality, supports patient rights, completes daily deposit tasks, and covers for other staff as needed. Regular and reliable on-site attendance is required.

Requirements

At least 2 years of experience as a receptionist or customer service representative in a hospitality, office, or healthcare setting.
Exceptional customer service skills.
Ability to interact respectfully and understandingly with people from multiple backgrounds.
Knowledge of Microsoft Office, including Excel and Word.
Ability to multitask, prioritize, and use problem-solving skills.
High school diploma or GED.
Reliable on-site attendance.

Nice To Haves

Knowledge of electronic medical records.
Familiarity with medical terminology.
Associate's degree or equivalent combination of education and experience, such as medical assistant experience.

Responsibilities

Ensure registration and collections are accurate and consistently support quality assurance.
Promote team customer service, greet patients, and help maintain smooth patient flow.
Answer, retrieve, and respond to phone calls and messages promptly, and transfer calls to the appropriate staff or department.
Provide courteous, helpful service to internal and external customers; answer general questions and refer people to the appropriate person or department.
Ensure new patient registration forms are complete, accurate, and scanned; promptly arrive patients and complete registration when sign-in forms are returned.
Update patient information at every visit, including contact details, insurance verification, income verification, and referrals when needed; enter missing information in the Patient Alert notes box.
Create charts for new obstetric patients.
Scan signed and dated required documents into the registration attachment box and provide individuals with a copy of KPHC materials as applicable.
Schedule appointments and update appointment status to confirmed.
Tell patients what insurance cards, documents, medications, records, or forms to bring to appointments, and explain that forms may not be completed on the same day.
Record whether patients have had emergency room, hospital, or other provider visits, including when and where they occurred, and whether records should be brought.
Link an interpreter when necessary and follow provider scheduling protocols; consult nursing staff or a provider about appointments outside protocol.
Pre-register new patients and verify required information.
Maintain patient confidentiality and privacy, promote patients' rights, and understand the patient complaint process.
Maintain the Patient Registration folder and ensure its contents are current.
Complete deposit slips and place the deposit envelope in the safe daily.
Verify insurance two days before scheduled appointments.
Observe safety and security procedures, report potentially unsafe conditions, and use equipment and materials properly.
Maintain regular and reliable on-site attendance and cover for other staff as necessary.
Perform other related duties as assigned.