Patient Services Assistant

Under limited supervision, performs a variety of clerical activities to support practice operations including customer service, managing telephone calls, scheduling, registration, and copay collections.

Education

High School or GED equivalency

Experience

6 months of related experience

Skills

• Customer service skills
• Knowledge of medical terminology, preferred
• Skill in written and oral communication
• Ability to perform non-complex arithmetic calculations
• Ability to organize and prioritize tasks
• Ability to manage multiple tasks and phone volume simultaneously

Physical Requirements

• Ability to sit, stand, walk and pay close attention to detail

Working Conditions

• Normal office environment with little exposure to noise, dust, and the like.

Conditions of Employment

• Ability to work in various practices, as needed.

Patient & Workplace Safety:

• Employee has knowledge and understanding of patient and workforce safety as it relates to job duties.

Patient Population:

• Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable.

Principal Duties and Responsibilities:

• Receives and screens visitors and telephone calls.  Responds to general inquiries by relating or referring to established policies and procedures. Provides customer service to patients by relaying information about the Medical Center and reminds patients of appointments.

• Schedule patient appointments, performs data entry of patient demographic information and insurance.
• Verifies insurance information, requests or obtains referrals required if necessary for service prior to the patient’s visit.
• Assist patient with registering for MyChart
• Responsible for managing high volume of telephone calls
• Generates telephone encounters from patient calls and routes to providers for review and follow up
• Responsible for addressing all telephone messages by end of day

• Performs (pre) registration and confirmation of patient appointments prior to date of service.

• Check in patient, verify insurance, collect and scan identification and insurance cards.
• Responsible for managing referral work queues. Schedules patient appointments from active referrals and/or attaches referrals to appointments scheduled

• Responsible for managing incoming faxes, routing results and correspondence to appropriate provider and or staff.
• Scan incoming medical records to patient’s MRN.
• Responsible for addressing and responding to In basket messages from patients and providers.
• Responsible for closing out In Basket messages daily.
• Responds to EPIC Secure chats as appropriate

• Collect patient co-payments, form fees and outstanding balances.
•  Performs simple arithmetic calculations, reconciles all monies collected and makes deposits

• Assist with scheduling diagnostic tests and therapeutic procedures according to restrictions of HMO's, PPO's, and MCO’s.  Ensures that patients are notified and receive appropriate information regarding scheduled tests and procedures.
• Obtains referrals and Preauthorization for procedures by calling insurance companies or generating electronic requests.
• Other duties as assigned.

All roles must demonstrate GBMC Values:

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy

• Listens and responds appropriately to others’ needs, feelings, and capabilities

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development
• Pays attention to detail; follows through

Accountability

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others
• Takes ownershi