Job Description

Job Title:           Patient Service Representative Float

Reports To:       Health Center Administrative Supervisor

Job Summary:     Assists Patients, Lead Patient Service Representative, and the Health Center Management (HCM) team in the performance of a broad range of administrative duties.

                                                                                                                                                                       

Essential Job Duties and Responsibilities:

The job duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required.  Other duties that fall within the broad scope of this classification may be assigned.

  • Clinical Administrative Duties.
  • Travels to any location needing PSR coverage on a short notice.
  • Schedules patient appointments.
  • Ensures accuracy of provider schedules.
  • Provides and facilitates the completion of necessary patient forms.
  • Verifies medical and dental insurance coverage and eligibility.
  • Assists patients with presumptive applications for Sliding Fee Discount Program.
  • Verifies patient demographic information.
  • Informs patients of encounter copays, account balances and takes payments over the counter.
  • Answers telephone calls. Responds to caller questions as able and/or transfers calls to appropriate party or takes professionally documented messages. 
  • Deciphers the correct amount to charge self-pay, prompt pay or sliding fee discount program for patients.
  • Proactively greets, interacts with, and assists patients and staff in a professional manner.
  • Checks in patients on location.
  • Verifies patient treatment plans, patient instructions, and summary reports.
  • Verifies dental deductible.
  • Verifies provider un-submitted encounters, as necessary.
  • Verifies chart guard access and prints documents as needed.
  • Performs medical records scanning.
  • Provides Staff Meeting minutes.
  • Print out new patient letters as requested.
  • Posts payments and facilitates bank deposits.
  • Runs encounter co-pay report as requested.
  • Runs and acts on reports as requested.
  • Calls patients that are missing quality measures to schedule appointments.
  • Assists patients in overcoming barriers to care by scheduling follow-up appointments, arranging transportation, and following up with patients who missed appointments.
  • Performs other duties and special projects for the quality department as assigned.
  • Serves as backup PSR Superuser as needed.
  • Working assigned weekends is required.
  • Clean lobby, restrooms and other patient areas with proper cleaning supplies while using proper Personal Protective Equipment (PPE).
  • Screen all patients and visitors and perform Infrared and ear temperature checks.
  • Use and educate patients and visitors on the proper Personal Protective Equipment (PPE) as required.

 Additional Administrative Duties if Assigned to SEABHS.

  • Runs queries on Cenpatico patients and determines which patients are missing quality measures.

Minimum Qualifications - Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • Six months of experience in a customer service or office support.
  • Any combination of experience and/or education that provides the necessary skills and sensitivity.
  • Cardiopulmonary Resuscitation (CPR) certification required.
  • Fingerprint Clearance required.
  • Driver's License and Proof of Insurance may be required if requesting mileage reimbursement.

Preferred Qualifications:

  • Experience in a healthcare setting preferred.

 Required Language Skills:

  • Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
  • Bilingual in English and Spanish may be required based on current staffing patterns, patient population, and/or duty assignment.
  • Ability to comprehend and understand limited medical terminology.

 Physical Requirements:

  • Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
  • Ability to continuously remain in a stationary position.
  • Ability to constantly move about inside the workplace to assist patients, access files, and operate office or medical equipment, etc.
  • Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
  • Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
  • Ability to discern the nature of sounds at a normal spoken volume.

Other Required Knowledge, Skills, and Abilities:

  • Ability to add, subtract, multiply and divide in all measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent.
  • Ability to gather data in an organized fashion from varied sources.
  • Ability to take direction and perform assignments accordingly.
  • Ability to deal with challenges involving one or more variables in routine situations.
  • Knowledge of prepaid health plans and community health centers preferred.
  • Ability to comprehend and understand insurance co-pays.
  • Knowledge of HIPAA rules and regulations.
  • Computer literacy required.
  • Ability to provide excellent customer service by mail, telephone, and in-person.

Work Environment & Conditions:

  • Work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
  • Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.
  • This position requires frequent travel to any health center as needed at a moment’s notice.