Job Description

This is a full-time position that requires working in the following counties: Greenwood, Saluda, Abbeville, McCormick, Edgefield, Newberry, and Laurens.

Bilingual in Spanish is required.

The Patient Service Representative (PSR) represents Carolina Health Centers and the assigned practice site in a professional manner and serves as the first point of contact for patients, visitors and callers. This position provides daily support for the practice site including telephone coverage, appointment scheduling, check-in and check-out of patients (ensuring demographic and insurance information, as well as payment information is accurate and complete in the practice management system), patient referrals, and general patient communication.

Duties and Responsibilities

Customer Service:

• Answers the telephone with the standard greeting and a smile in a timely manner
• Treat Every Patient with Care and Courtesy
• Maintain a well-kept lobby and work space
• Understand, abide by, and be able to explain HIPAA to patients as needed
• Respond in a positive manner to questions, inquiries, and requests making every attempt to accommodate the patient’s needs and expectations
• Ensure patients understand the services we provide and the benefits of choosing us as their medical home

Check In:

• Acknowledge Patients in the PM system Upon Arrival
• Arrive Patients in EHR and enter location (Waiting Room)
• Verify Demographics (mailing address, telephone number, responsible party)
• Input Insurance or Sliding Fee information
• Collect Co-Pays & Post & Balance Payments
• Update Patient paperwork annually (HIPAA, Registration, RX consent)
• Run Medicaid to verify eligibility daily

Check-Out:

• Print Patient Clinical Summary
• Schedule any Follow-up Visits
• Check patients out in the PM system and EHR upon departure

Other Procedures:

• Count Cash Box and log in the amount in the box at the beginning and end of each shift
• Run an Acknowledged Patient Report, match encounters against the report & document any missing encounters
• Conduct Appointment Phone Call Reminders
• Build New Patient Accounts
• Scan & appropriately file Patient Documents
• Navigate through EMR System to print records, identify meds, referrals, lab results, etc.
• Knowledge of inner office forms (Incident reports, RX Log, Transfer of Patient Care Log, Supply Order, etc.)
• Identify and manage tasks in the EMR platform
• Distribute & Sort Mail & Courier Items
• Distribute medications delivered through the courier to patients & collect payment on those medications
• Sign out prescriptions for controlled substances to patients
• Responds to tasks from the patient portal as required in a timely manner
• Capable of using the office phone correctly (Hold, Transfer, Voicemail, Directories)
• Operate Copier for Office Copies, Fax, and Scanning
• Capable of operating the Credit Card Equipment
• Operate the Postage Machine

Requirements

REQUIREMENTS:

All employees of Carolina Health Centers, Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of: honesty, integrity, openness, the pursuit of individual and collective excellence, and unwavering mutual respect and appreciation.

In addition, this position requires:

Education and Experience:

• High School diploma or equivalent experience

• Knowledgeable of medical terminology preferred

• Must have a valid driver’s license and safe driving record

• Bi-lingual in Spanish preferred

Skills and Abilities:

• Ability to demonstrate excellent customer service and strong cultural competency

• Ability to adhere to strict confidentiality guidelines

• Good interpersonal, organizational, and computer skills required

• Strong written and verbal communication skills required

• Teamwork orientation

• Able to take and follow through with delegated tasks and accountability

• Resourcefulness in problem solving

• Proven organizational skills

• Beginner to intermediate proficiency in Microsoft applications: Excel, Word, Outlook, PowerPoint

Licensure and Certification:

• None required

Physical Demands and Work Environment Considerations:

1. While performing the responsibilities of a Patient Service Representative, the employee is required to talk and hear in order to communicate with others.

2. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard.

3. The employee is occasionally required to stand, walk, reach with arms and hands, and to stoop, kneel, or crouch. Walking may be moderate to extensive throughout the hospital setting.

4. Visual abilities required by this job include close vision with sometimes long periods of extended exposure to a computer screen.

5. The noise level in the work environment is usually quiet to moderate.

6. Minimal to moderate potential exposure to blood borne pathogens.

7. The employee must be capable of occasional travel within the Corporation’s service area.

8. Requirement for out-of-town and/or overnight travel is minimal