Bilingual Patient Service Representative

Description

This is a full time position at The Children's Center, part of Carolina Health Centers Inc.

Bilingual in Spanish is required.

Description

The Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site in a professional manner and serves as the first point of contact for patients, visitors and callers. This position provides daily support for the practice site including telephone coverage, appointment scheduling, check-in and check-out of patients (ensuring demographic and insurance information, as well as payment information is accurate and complete in the practice management system), patient referrals, and general patient communication.

Additional Details:

Qualifications

• High school diploma or equivalent

Work Experience and Skills

• Bilingual in Spanish is required
• Knowledgeable of medical terminology preferred
• Excellent verbal and written communication skills
• Current computer skills
• Ability to establish and promote positive interpersonal relationships
• Excellent organization skills
• Cultural awareness and appreciation for differences
• Ability to demonstrate excellent customer service and strong cultural competency
• Ability to adhere to strict confidentiality guidelines
• Good interpersonal, organizational, and computer skills required
• Teamwork oriented
• Able to take and follow through with delegated tasks sand accountability
• Resourcefulness in problem solving
• Beginner to intermediate proficiency in Microsoft applications: Excel, Outlook, PowerPoint, Word

Requirements

Duties and Responsibilities

Customer Service:

• Answers the telephone with the standard greeting and a smile in a timely manner
• Treat Every Patient with Care and Courtesy
• Maintain a well-kept lobby and work space
• Understand, abide by, and be able to explain HIPAA to patients as needed
• Respond in a positive manner to questions, inquiries, and requests making every attempt to accommodate the patient’s needs and expectations
• Ensure patients understand the services we provide and the benefits of choosing us as their medical home

Check In:

• Acknowledge Patients in the PM system Upon Arrival
• Arrive Patients in EHR and enter location (Waiting Room)
• Verify Demographics (mailing address, telephone number, responsible party)
• Input Insurance or Sliding Fee information
• Collect Co-Pays & Post & Balance Payments
• Update Patient paperwork annually (HIPAA, Registration, RX consent)
• Run Medicaid to verify eligibility daily

Check-Out:

• Print Patient Clinical Summary
• Schedule any Follow-up Visits
• Check patients out in the PM system and EHR upon departure

Other Procedures:

• Count Cash Box and log in the amount in the box at the beginning and end of each shift
• Run an Acknowledged Patient Report, match encounters against the report & document any missing encounters
• Conduct Appointment Phone Call Reminders
• Build New Patient Accounts
• Scan & appropriately file Patient Documents
• Navigate through EMR System to print records, identify meds, referrals, lab results, etc.
• Knowledge of inner office forms (Incident reports, RX Log, Transfer of Patient Care Log, Supply Order, etc.)
• Identify and manage tasks in the EMR platform
• Distribute & Sort Mail & Courier Items
• Distribute medications delivered through the courier to patients & collect payment on those medications
• Sign out prescriptions for controlled substances to patients
• Responds to tasks from the patient portal as required in a timely manner
• Capable of using the office phone correctly (Hold, Transfer, Voicemail, Directories)
• Operate Copier for Office Copies, Fax, and Scanning
• Capable of operating the Credit Card Equipment
• Operate the Postage Machine

All employees of Carolina Health Centers, Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of: honestly, integrity, openness, the pursuit of individual and collective excellence, and unwavering mutual respect and appreciation.