Front Desk

Title: Patient Service Representative

Reports to: Lead PSR/Operations Manager

Status: Non-Exempt

Work Schedule: Days and Times will vary

Position Summary: Patient Service Representatives (PSR’s) are the first contact for all patients, visitors, volunteers, and staff entering the clinic. They are responsible for maintaining a cordial, comfortable, and professional environment. PSR’s facilitate the registration and processing of each patient from check-in to check-out. PSR’s assist with the day-to-day needs of clinic patients and visitors. Front desk support services include, but are not limited to medical records, charge review & entry, appointment scheduling, & patient advocacy.

Responsibilities & Expectations:

• Open secured front office area by 7:45am each business day.
• Retrieve & return patient voicemails mid-morning & at close of business.
• Register all new & established patient accounts for services.
• Verify eligibility and benefits for each patient 1-day in advance.
• Review patient financial responsibility for medical, behavioral health, & pharmacy services during the initial registration process & annual renewal.
• Collect co-payment fees according to the sliding fee schedule.
• Monitor front lobby area for emergencies.
• Collect & scan all registration required forms necessary to verify identify, proof of income, and residency.
• Daily appointment confirmation calls for behavioral health patients 1-day in advance as applicable.
• Reschedule medical & behavioral health appointments as directed.
• Balance open journal by reviewing & comparing all daily collections to the open journal report for accuracy & even balance.
• Answer calls utilizing the Front desk telephone etiquette, take detailed messages, provide general information regarding services, and route all incoming calls to the appropriate staff or department.
• Provide community resources to patients not eligible or inappropriate for our services.
• Distribute and collect patient satisfaction surveys monthly.
• Analyze & evaluate all medical record requests in accordance with departmental policies & procedures.
• Enter & scan original medical record request into the patient electronic medical record.
• Ensure all medical records are accurate and complete prior to disclosing information according to department policy.
• Reports all HIPAA violations and/or potential risks related to the release, use, and/or maintenance of medical records to the Privacy Officer.
• Able to lead, guide, and train staff, student employees, interns, and/or volunteers performing tasks involving patient health information.
• Performs miscellaneous job-related duties and/or functions as assigned.
• Assist medical staff with patient examinations and procedures under their supervision.
• Perform basic medical tasks such as taking vital signs, recording medical histories, and preparing patients for examinations.
• Administer injections or medications as directed by medical staff.
• Prepare treatment rooms for patient examinations, keeping them clean and organized.
• Provide patient education regarding medical procedures, medications, and health maintenance.
• Ensure accurate documentation of patient information and medical procedures in electronic medical records.
• Collaborate with other healthcare professionals to ensure coordinated patient care.
• Maintain compliance with all medical protocols, including infection control procedures and HIPAA regulations.
• Continuously update knowledge and skills through training and professional development opportunities.

Requirements, Education and Licensure:

• High school diploma/GED with 2 to 4 years' experience related to the duties and responsibilities specified above
• Preferred Medical Assistant familiar with front desk operations within a community health center or physician practice environment
• Prefer Certified Health Information Technician
• General knowledge of medical & managed care terminology
• Excellent verbal and written communication skills
• Knowledgeable of state and federal laws regarding HIPAA and patient privacy practices
• Ability to operate standard office equipment such as fax, copier, printer, etc.
• Ability to investigate & analyze information to draw conclusions
• Certified Medical Assistant or must be certified within 6 months of hire
• Basic knowledge of Microsoft Word, Excel, and Electronic Medical Records (EMR)

• Ability to read and interpret medical procedures and terminology.
• Ability to exercise independent judgment;
• Excellent written and verbal communication skills to prepare reports and related documents and to maintain working relationships with physicians and other staff.
• Ability to maintain confidentiality.