Bilingual Patient Service Representative - PSR

FIRST CHOICE COMMUNITY HEALTH CENTERS INC; Spring Lake (NC); On-site; USD 30,000 - 40,000; Full time

Job summary

FIRST CHOICE COMMUNITY HEALTH CENTERS INC is seeking a Patients Service Representative (PSR) to coordinate patient care by being the first point of contact. This role focuses on patient advocacy, education, and problem-solving to meet patient needs effectively.

Applicants must have a High School diploma and two years of front desk operations experience in a medical or dental setting, along with strong communication skills and the ability to speak Spanish.

Qualifications

• High School graduate with two years of Medical or Dental clinic front desk operations experience.
• Must be able to speak Spanish.
• Ability to read and interpret documents such as safety rules and procedure manuals.

Responsibilities

• Check-in and check-out of all patients ensuring accurate patient information.
• Assist patients with completing necessary forms and answering questions.
• Schedule patient appointments timely and according to corporate goals.
• Maintain patient records and ensure accuracy of documentation.

Skills

Communication

Verbal and written skills

Computer skills (Microsoft Word and Excel)

Bilingual (Spanish)

Education

High School Diploma

Tools

Computerized accounting/billing systems

Fax machine

Copier

Scanner

Calculator

Job description

SUMMARY: Patients Service Representatives (PSRs) coordinate across patient care continuum by being the first and most frequent contact with patients, families, providers, and office staff. PSRs assist in coordination of care by serving as patient and provider advocate by answering all specific questions, while educating and guiding patients through the complicated process of healthcare. PSRs also follow-up on calls by completing research, solving problems, and contacting various parties to implement solutions. The role of PSR focuses on problem solving, patient advocacy, education and guidance by meeting the patient’s needs and preferences for quality health care. This is accomplished by delivering proactive, planned, and coordinated evidence-based care. Must speak Spanish

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for check-in and check-out of all patients, ensuring complete and accurate patient information, entering billing/encounter information into corporate practice management system accurately and timely, collecting co-payments, deductibles, etc. from patients, and collecting billing information for all payer types.
• Provides new and/or established patients with all forms that must be completed or updated to ensure accurate patient demographic, insurance, financial (Sliding Fee Scale) and UDS information. Must also ensure completeness of the forms and accuracy of the data entered into the system. Information will be updated each time a patient comes into the office to be seen. Representative will also provide assistance to patients on any questions they may have pertaining to the form(s).
• Greeting patients in a professional and courteous manner to ensure excellent customer service and satisfaction. This includes face-to-face and/or via telephone.
• Answering telephone calls in a professional and courteous manner and directing phone calls to the appropriate staff member.
• Scheduling patient appointments (including follow-up visits) for individual location(s) in a timely manner and in accordance with corporate production goals.
• Verifying and obtaining all information from the patient regarding demographic, insurance, and financial (Sliding Fee Scale) information is accurate and all copies of appropriate documentation to support that information are filed in the patient’s medical/dental record.
• Establish medical/dental record for all new patients. Responsible for ensuring all the correct administrative and patient care forms are complete and filed in the appropriate order in the medical/dental record.
• When computer systems are down, retrieve patient medical record for patient visit and provide to the appropriate medical staff and re-file chart upon completion of visit and appropriate signatures have been received.
• When computer systems are down, responsible for printing encounter form at check-in and entering all encounter charges and receipts immediately upon completion of the visit.
• Run and balance corporate practice management system end-of-day charge report totals only when computer system is down. Run and balance end-of-day receipt report totals between encounters, batch report (e.g., check conversion, cash and credit/debit card machine) and cash drawer.
• Complete daily report form for appointments, production, charges, monies collected, batch report totals, drawer start and petty cash along with corporate practice management system end-of-day receipt report totals to Billing Manager at the close of each day.
• Open mail and distribute mail.
• Fax patient correspondence to outside entities from providers. This could include paper or electronic faxes depending on the type of fax.
• Cover vacancies for Billing and Call Service Representative positions during vacations, sickness, or vacant positions.
• Assist with purging of Medical and Dental records as directed.
• Complete daily deposit slip(s).
• Assist billing department in research and follow up on all denials for payment.
• Provide back-up for call center including appointment scheduling.
• Responsible for ordering office supplies and keeping work area clean and neat.
• Other reasonable duties as assigned.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School graduate with two years of Medical or Dental clinic front desk operations experience.

LANGUAGE SKILLS

Must speak Spanish. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

MATHATICAL SKILLS

Ability to apply basic concepts of mathematics and computations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPETENCY / SKILLS REQUIREMENTS

Competency required in the areas of communication, excellent verbal and written skills. Use of computer skills to include Microsoft Word and Excel.

OTHER SKILLS AND ABILITIES

Familiarity with effective use of computerized accounting/billing systems. Must be able to use other equipment such as a fax, copier, scanner, and calculator. Good organizational skills and the ability to perform numerous tasks simultaneously in a fast-paced office environment. Good analytical skills, stickler for details, sense of personal responsibility for work performance, and a professional attitude. The ability to work without constant supervision and adhere to policies and procedures is a must.

PHYSICAL/MENTAL DEMANDS

The physical/mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, sit, and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, climb, balance on two feet, stoop, kneel, crouch, or reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Mental demands include the ability to learn, adapt to changes, pay close attention to details, exercise discretion and good judgment, develop options and solutions to crisis and problems, gather and analyze facts, courteous and professional behavior, deal with stressful situations and adhere to company policies and procedures.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.