Patient Services Representative

Job Description Summary

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How will you make an impact & Requirements

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Position Qualifications/Essential Functions: 

• Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and  friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person  or department(s) 

• Maintains great customer service at all times and resolves conflict and issues at the time they  occur 

• Schedules appointments for patients and updates any patient information in the EMR as needed 

• Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments  and proactive outreach as directed by clinic leadership  

• Performs day-to-day administrative functions and general office duties 

• Collects and processes payments at time of service 

• Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a  multi-line system while maintaining a high level of customer service 

• Contacts insurance companies or other associated companies as needed for patient care. 

• Verifies patient eligibility for clinical services and insurance, collects patient copay when  appropriate 

• Attends and participates in team meetings and huddles.

• Collaborates in developing team priorities 

• Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed 

• Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding  keyless entry codes and computer system passwords in strict confidentiality 

• Must exercise the utmost diplomacy and tact to provide excellent customer service to patients 

• Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA  requirements 

• Manages office supplies while being fiscally responsible 

• Performs other duties as assigned 

Additional Qualifications:

• Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner 

• Additional language abilities are preferred. 

• Willingness to work a variety of shifts, including early mornings, evenings and weekends

• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards 

• Intermediate computer knowledge and skills  

Education/Experience: 

• High School diploma or GED required 

• Associate Degree or higher is preferred 

• Minimum 1-2 years' experience working in a customer service setting, medical office preferred

• Answering multiple phone line system in highly confidential environment 

• Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM 

Demonstrated Attributes: 

• Exceptional interpersonal customer service skills 

• Exceptional verbal and written communication skills  

• Ability to maintain professionalism at all times when working with staff, patients, and clients

• Must demonstrate cultural sensitivity and the ability to work with diverse people groups

• Ability to multi-task and work well under pressure with minimal supervision

• High attention to detail and ability to problem solve using critical thinking skills

• Must be flexible and accommodate the changing needs of the clinic  

• Demonstrate an understanding of and commitment to The Vera Way by practicing its key  components of empathetic listening, mindfulness, continuous learning, a coach approach,  innovation, adaptability and resilience with all members of Vera's staff, clients and patients 

Employee Health Requirements: 

• Documentation of Hep B vaccination or proof of immunity (titer). 

• Documentation of proof of a negative TB test in the last 12 months before start-date.

• We require CPR certification (BLS) pre-hire and ongoing 

• Documentation of annual influenza and COVID-19 vaccinations in compliance with company policy 

Physical Demands: 

• Requires sitting for extended periods of time 

• Manual and finger dexterity and eye-hand coordination  

• Requires corrected vision, hearing and speech within normal ranges

Compensation: $20/hr. - $26.50/hr. & bonus eligible

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