Employment

SUMMARY OF POSITION:

Supporting the Mission and Core Values of ACCESS Family Care, the individual in this position will provide excellence in customer services to the patients and staff of ACCESS Family Care.  The Patient Services Representative schedules appointments, registers patients, and assists our practitioners and clinical support staff in processing appropriate paperwork for billing and payments.  The Patient Services Representative continuously monitors the waiting area and communicates with our patients. 

REQUIRED SKILLS AND ABILITIES

• Good communication and interpersonal skills
• Pleasant telephone etiquette
• Great in a team environment
• Basic math and accounting knowledge
• Familiarity with Microsoft Word and Outlook Preferred skills include:  working knowledge/experience in patient registration or the front office in a medical/dental clinical setting, electronic health records, and EMOMED. 
• Bilingual skills are a plus.

DUTIES AND RESPONSIBILITIES ARE CLINIC SPECIFIC

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Opens and closes the clinic according to specific policies and guidelines.
• Answers and manages telephone calls.
• Prepares manual patient charts, patient packets, and registration packets, as needed.
• Schedules office visits for patients.
• Ensures that all patients sign in appropriately and monitors the list.
• Reviews and updates patient demographic and billing/account information with each patient, at every visit.
• Scans and imports original registration information into Electronic Health Record (EHR).
• Obtains documentation and calculates Sliding Fee Scale accurately.
• Confirms insurance eligibility coverage with each patient visit (Medicaid, Medicare, or other insurance).
• Verify coverage prior to services rendered.
• Receives payments and processes receipts.
• Reviews the Release of Information form with patients, and monitors patient files to ensure that appropriate authorization is received and maintained, prior to release or receipt of records.
• Retrieves and/or reviews batch and current charges for duplications and/or omissions.
• Compiles daily bank deposit.
• Prepares reports as assigned.
• Follows up on referrals/consultations as required.
• Ensures that guardianship paperwork is signed and delivered prior to appointments.
• Ensures packages/deliveries are picked up and signed for.
• Orders office supplies as needed.
• Attends and actively participates in staff meetings and in-service training.
• Maintains fax machines, sends faxes, and retrieves and routes incoming faxes.
• Checks, receives, and disburses mail appropriately.
• Prepares records to be mailed in response to appropriate requests and physician referrals
• Copy patient medical records and prepare records to be mailed per policy.
• Responsible for records retention, filing medical charts alphabetically and securely in the designated file area as needed.
• Accesses and responds to e-mails in a timely manner.
• Performs other duties as assigned.

   

  SERVANT LEADERSHIP

• Consistently exemplifies ACCESS Family Care’s Core Values (C.A.R.E.) with patients and coworkers:  Compassion, Access, Respect, and Excellence. 
• Exemplifies Servant Leadership Qualities:  Trusted Servant, Humility, Forgiveness, Patience, Trustworthy

 

 

EMPLOYEE PARTICIPATION/TEAM EFFORT

• Maintains a clean and organized work area.
• Ensures the front office and lobby/waiting area is presentable (free of trash).
• Assists with cleaning the break room (empty trash, wash dishes, empty and clean refrigerator, wash tables and counters, etc.)
• Immediately provides janitorial services for patient mishaps and/or other spills within the clinic as needed.

   

  PROBLEM-SOLVING

• Resolves patient issues at the lowest level possible in a calm and professional manner.
• Follows chain of command when necessary to resolve patient issues or complaints.
• Initiates internal Event Report form as required.

   

  PRODUCTIVITY/EFFICIENCY

• Manages the appointment schedule and completes daily appointment reminder calls.
• Utilizes good time management skills to accomplish daily tasks.
• Remind patients of any balance due, prior to appointment.
• Updates tracking logs timely.
• Scans and imports information timely.
• Proactively identifies and assists parents/guardians of uninsured children in the completion of the Mo HealthNet application.
• Ability to multitask.

   

  CUSTOMER SERVICE

• Provides excellent customer service i.e., greeting patients, checking them in and out, providing assistance as needed.
• Retrieves and responds to voice messages.
• Greets everyone with friendliness and respect and resolves problems to the best of their ability or refers patients cordially to management.
• Makes eye contact and smiles when patient presents.
• Greets within 10 feet.
• Answers and manages telephone calls with pleasant telephone etiquette.
• Assists patients in completing Sliding Fee Scale and identifying documentation as needed.

SAFETY AND SECURITY

• Understands HIPAA regulations and applies security measures to protect the privacy of patient information.
• Reads and understands ACCESS Family Care Policies and Procedures, Safety Manual, and other manuals as assigned.
• Observes safety and security procedures and uses equipment and materials properly.
• Monitors and responds to the weather alert station for emergency preparedness purposes.

WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS

The individual in this position will have mobility within the clinic; working in an office environment with minimal exposure to temperature changes, noise, and dust.  Employee may be exposed to body fluids, including blood.  Regular schedules are established to meet the needs of our patients.  Evenings and Saturdays may be required.  Overtime may be required occasionally, with flexible scheduling arrangements as approved.  Occasional travel may be required.  Typically, while performing the duties of this position the employee will sit for the majority of the workday.  Close vision is required to perform the duties of this position.