Patient Service Representative 2

Description

$24.00 - $26.00 per hour

Patient Services Representative 2

The Patient Services Representative (PSR) 2 is responsible for advancing the quality of healthcare through exceptionally good customer service and communication with patients, using IBCC's guidelines for communication. The PSR is also responsible for accurate data entry into the practice management and/or clinical systems. The PSR duties are shared and involve tasks associated with efficient flow of patients, such as answering phones, making appointments, and registering patients. PSR's are members of patient-centered care teams.

• Essential Duties and Responsibilities 
• Adheres to the IBCC Mission, Vision, and Values, Standards of Conduct and HIPAA principles
• Consistently adheres to and/or exceeds IBCC's communication guidelines and expectations with patients, peers, and supervisors. Greets every patient with a verbal greeting, eye contact and a smile. Communicates effectively by using welcoming words, proper tone of voice appropriate body language, eye contact and smiling in patient interactions. Listens skillfully and displays a willingness and ability to acknowledge patient needs, expectations and values through the use of reflective listening and empathy conveyance. Responds to patient needs in ways that are helpful and beyond expectation.
• Collaboratively works with patients to positively affect their health outcomes.
• Orients all patients to clinic policies regarding their selection of their primary care provider, IBCC's team-based care approach, services offered, appointment system, after hours' coverage, collection policy, etc.
• Builds positive relationships with other staff, providers, and supportive departments to maximize accessibility of care to all patients.
• Contributes to care team pre-planning (aka Team Huddle) with reminder calls, and updating registration info prior to each scheduled appointment, or rescheduling as deemed appropriate
• Participates in continuous quality improvement activities and patient-centered medical home team meetings and trainings, and is receptive to accepting other job duties as assigned and as delegated
• Assists in responding to and resolving patient complaints as needed
• Works collaboratively with other departmental personnel to process and complete the patient encounter and collect amounts due in accordance with established procedures.
• Call patients schedule appointments for laboratory, follow-ups etc.
• Using proper phone etiquette, answers all incoming calls by 3rd ring. Responds to calls appropriately, including message taking and distribution.
• Enters, reviews, and makes necessary changes to all patient registration information in the practice management system in accordance with established procedures.
• Complete patient registration over the phone to obtain insurance information and demographics for new patients. 
• Verify eligibility on the various websites. 
• Enroll patients in programs such as CHDP, CDP and Fpact, this will be done over the phone. 
• Good customer and communication skills. 
• Researches answers and responds to patient's questions/correspondence about their account in a timely and professional manner, respecting patient confidentiality.
• Opens and closes the clinic according to IBCC procedures.
• Maintains a neat and organized work area with appropriate labeling of files as needed.
• Knowledge: Customer service, basic medical front office practices, basic computer operations, Skills: Aptitude for skilled personal communication is mandatory. Strong written and
• verbal skills, typing 35+ wpm
• Advanced written and verbal communication skills.
• Documented experience training new hires and other PSR’s or administrative staff.
• Ability to: Work well with people; communicate effectively and respectfully in English and/or other languages; operate computers and other modern office equipment; work in a busy environment; multi­task, be flexible to accommodate to travel and changes in daily and hourly schedules

Education/Experience Requirements: Some college preferred; Bilingual English/Spanish encouraged but not mandatory; 5 plus years' experience in medical field. Also 5 plus years’ experience with advanced medical database such as ECW or EPIC; Certificated through medical front office training program preferred. Typing certificate preferred >35 wpm. Must maintain annual CPR certification and TB clearance. Fluent in English/Spanish.