Patient Service Rep. - Front Desk

POSITION Patient Service Representative

DEPARTMENT Primary Care/Specialty Care/Ancillaries

REPORTS TO Practice Manager

REVIEWED BY Practice Manager, Director of Department Operations and Human Resources

STATUS Non-Exempt

REVIEW CATEGORY Non-Clinical Patient Care

REVISION DATE 03/01/2020

SUPERCEDES 01/01/2011

POSITION SUMMARY Represents the clinic by answering and making all necessary calls, computer scheduling of appointments, greeting, instructing and directing patients and visitors. Acts as liaison between patient and medical support staff. Prepares charge slips and/or medical records for patient visits as required.

POSITIONS SUPERVISED None.

ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES

Standard

• Accurately and discreetly schedules, reschedules, cancels, and/or confirms patient appointments with provider per department protocols.
• Communicates effectively with patients, staff, physicians, and other service areas, with professionalism and appropriate follow through, utilizing telephone, computer, and fax.
• Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
• Utilizes all functions of phone system in directing calls to appropriate staff or service areas, ensuring minimal transfers.
• Observes department conditions and activities taking appropriate action to deliver a positive patient experience.
• Accurately and consistently performs cashier functions, including collection of patient-owed dollars and balancing the cash drawer.
• Follows SBC Service Reimbursement Policies and utilizes up-to-date coding information.
• Utilizes computer system accurately/efficiently for patient registration, appointment scheduling, charge posting.
• Performs other duties as assigned when appropriate.
• Adheres to HIPAA guidelines set forth in Clinic policies and procedures.
• Documentation is thorough, objective, concise, and follows appropriate legal guidelines.
• Greets and welcomes patients/guests in person and/or on the phone in a professional, respectful, confidential manner.
• Demonstrates the attitudes and behaviors of The South Bend Clinic Service Standards.

Additional Responsibilities (Other departments as required)

• Maintains good working relationships with all contacts.
• Prepares new patient charts.
• Develops, pulls, and retrieves charts in a timely manner for surgery scheduling.
• Responsible for completeness and accuracy of patient record. Files all patient records once complete while maintaining chart order.
• Cross trains with surgery scheduling.
• Communicates with Business Office patient information required for billing.

POSITION REQUIREMENTS

Education/Certification/License

High school diploma or equivalent is required. CPR certification is preferred.

Knowledge, Skills, and Abilities

Must be a team player, professional, comfortable with computers and be customer service oriented. Excellent phone, people and organizational skills. Ability to pay attention to detail and efficiently multi-task in a highly productive clinical setting.

Special Demands/Requirements

None

ADA JOB REQUIREMENTS

Physical Demands

Climbing/Stooping/Reaching/Standing/Walking/Pulling/Lifting/Fingering/Grasping/Feeling/Talking/Hearing/Repetitive Motions

Physical Requirements

Light Work - Exerting up to 20lbs of force occasionally, and/or up to 10lbs of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated light work.

Visual Acuity

Close visual acuity to perform an activity such as preparing and analyzing data and figures, viewing a computer terminal, extensive reading.

Environmental Conditions

None. The worker is not substantially exposed to adverse environmental conditions.