Patient Service Representative- Call Center Job posted by: Chicago Family Health Center Posted on: August 22, 2014 Share Bookmark Print Job description POSITION SUMMARY The Patient Service Representative (PSR) - Call Center will perform various scheduling, patient registration, and front desk functions when necessary. The PSR will also verify insurance, handle complaints, troubleshoot potential customer issues, and provide basic customer service functions in achieving high performance standards. ESSENTIAL FUNCTIONS Scheduling •Maintains patient confidentiality through patient contact as indicated by the Health Insurance Portability and Accountability Act (HIPAA). •Registers patients in the health centers, explains and interprets CFHC policies, procedures and protocols to patients and their families when necessary. •Schedule patients according to empanelment guidelines, confirming primary care provider assignment with patient and addressing any discrepancies. •Accurately verifies payor source. •Update and obtain the needed demographics and insurance information in a professional and courteous manner. •Answer calls in an efficient, professional, courteous, warm and prompt manner. •Manage a high volume of calls and accurately input patient data into the Practice Management system. •Direct patient phone calls to the appropriate destination when beyond scope. Registration •Ensures that each patient who registered has a generated encounter form. •Receives and handles patient payments at time of service. •Responsible for calculation and tabulation of payments, cash box security, and reconciliation of daily cash receipts. •Prepares, and secures delivery of daily collections at the beginning of each day. •Assembles packets for new patients. •Assist patients when needed to be referred to additional programs within Chicago Family Health Center. •Faxes, files, and scans appropriate documents, generates reports and prepares for mail-out. •Monitor patients flow from time of registration to treatment area, and ensures all patient concerns have been met. •Maintain office supplies, and forms necessary to carry out duties. •Contributes equitably in the maintenance of cleanliness of the medical practice. •Ensure the waiting, and reception areas are kept neat, clean, safe from any hazards, and reporting on any damages. Other •Frequently checks, responds and communicates using all forms of communication. •Exhibits high level of customer service and follows the Customer Service Performance Standards and exhibits leadership potential. •Serves as back-up Switchboard Operator in the absence of the Switchboard Operator. •Performs various population-health activities such as patient calls, mailings, assembles patient information packets, etc •Task force participation as requested. •Maintains open lines of communication with providers, medical assistants, and other health center employees, and utilizes a team-based approach to coordinate patient care. •Maybe assigned to work at an additional site temporarily when needed and perform other duties as assigned for adequate patient care. EDUCATION, EXPERIENCE AND SKILLS REQUIRED •Medical office assistant experience or call center experience preferred with a minimum of 1 to 2 years experience. AA degree preferred •Certification and/or experience in billing, and coding preferred. •Medical terminology, and automated office experience preferred. •Computer literate in windows environment •Good communication and organizational skills. •Must have personal integrity and be able to work with diverse personalities and under stressful situations. •Ability to work evenings and Saturdays. •Bilingual ability may or may not be required based on individual department needs. ACTIVITIES The following activities may be required in the performance of routine duties, responsibilities, and job functions: Physical: •Sitting for periods of 4+ hours/day. •Bending over and/or reaching over head periodically during 8 hours/day. •Pushing, pulling, lifting, or carrying weights up to 25 lbs. Mental Effort: •Using office equipment 7+ hours/day. •Talking and making decisions 7+ hours/day. •Writing and using math/calculations 7+ hours/day. •Working at various tempos, concentrating with distractions, and working rapidly during 7+ hours/day. •Remembering names and details, examining and observing details, and discriminating colors 7+ hours/day. Environmental Factors: •Working with and around others 7+ hours/day. •Working inside with noises and indirectly with odors, and potentially hazardous wastes 7+ hours/day. How to apply Please send resume and cover letter to [email protected] with PSR-CALL CENTER in the subject line. No phone calls
Posted on: Mon, 25 Aug 2014 11:43:30 +0000
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