Job Description

Job Title: Patient Service Representative

Job Code: 501

Hours: Monday thru Friday 8am-5pm

FTE: 1.0

Weekend Schedule: No

Holiday Schedule: No

Call Schedule: No

FLSA Status: Non-exempt

Department Name: BMH Orthopaedics & Sports Medicine

Location: Brattleboro, Vermont

JOB SUMMARY:

Responsible for the smooth flow of patients and their information through the office. Completes the secretarial/reception and clerical duties of the office.

DEPT. SCOPE OF SERVICE:

The BMH Medical Group provides medical services in various specialties and offices including internal medicine, family practice, pediatrics, ob/gyn, cardiology, orthopedics, urology and general surgery. The practices are staffed by physicians and other licensed providers who are supported by clinical staff (LPNs or medical assistants) and clerical staff (receptionists, transcriptionist, file clerks). Hours vary by practice but are generally 8:30 – 5:00.

KEY RESPONSIBILITES:

Demonstrates the ability to organize the office efficiently and effectively.

• Determines the patients' needs and directs them accordingly
• Organizes the schedule to maintain a steady flow of patients
• Inpatients are scheduled daily with appropriate status written by patient's name
• Completes and sends inpatient schedule to nursing units and calls any changes up to the units as they occur
• Completes outpatient schedules by accurately noting time/date
• Checks patients in and ensures appropriate Registration status
• Communicates any changes to the clinician's schedule by noting it in the schedule
• Accepts information for patient referrals and pursues the procurement of required information prior to initial evaluation
• Communicates referrals for speech to SLP

Reviews daily charges.

• Verifies that billing is completed for all patients seen
• Day-end reports are balanced against the schedule account of the day
• Accurately communicates necessary corrections to the staff and verifies corrections are completed
• Monthly discharge out of system those patients who are no longer active cases
• Directs patient questions re: billing

Demonstrates proficiency with word processing.

• Develops and updates department forms
• Assists in the development of new office and clinical forms.

Accurately maintains department inventory of office and clinical supplies.

• Maintains office equipment and calls for service when appropriate
• Inventories office and clinical supplies weekly to maintain adequate stock
• Completes the appropriate requisition for needed items and distributes supplies appropriately in a timely manner when receive

Performs all secretarial tasks such as filling, mail distribution and chart assembly in a timely and accurate manner.

• Pulls files for each staff member at the end of each workday for the next day
• Files paperwork accurately before the end of each workday
• Maintains medical files in an orderly fashion
• Outgoing and incoming mail is accurately distributed each morning an afternoon
• Patient charts are prepared prior to their initial visit
• Assists in identifying appropriate staff coverage (clinical to meet operational needs)
• Trains and supervises other office staff to ensure productivity and quality of work
• Assists in maintaining patient satisfaction and confidentiality

Assists the Department manager by addressing day-to-day operational issues to support the needs identified by the Department and in accordance with established policies/procedures/protocols.

• Acts, on a daily basis, as the resource person for staff with regard to unit/specialty specific policies and procedures
• Assists staff in solving problems regarding administrative support or clinical and operational issues for specific areas
• Communicates with the department staff to ensure that staff remain current on policies and procedures
• Oversees the management of workflow to ensure the efficient utilization of staff to address daily needs
• Keeps manager timely informed of any actual/potential concerns that many adversely impact the department
• Assigns performance of selected tasks to competent staff in selected situations while retaining accountability for the task delegated
• Acts as a role model for staff by adhering to standards of practice
• Provides on-going feedback to the manager with regard to staff performance

Requirements

EDUCATION:

• High school diploma or equivalent education.

EXPERIENCE/SKILL SETS:

• One-year previous experience in reception or secretarial position required; word processing experience essential.

LICENSURE/CERTIFICATION(S):

• None

OSHA CATEGORY:

• OSHA Category II - Tasks that involve exposure to blood, body fluids or tissues and Category I tasks are not a condition of employment.

PHYSICAL DEMANDS:

On-the-job time is spent in the following physical activities.

• Standing
• Walking
• Sitting
• Talking or Hearing

This position requires that weight be lifted or force be exerted.

• Up to 10 pounds

This position has vision requirements.

• Close Vision (clear vision at 20 inches or less)
• Color Vision (ability to identify and distinguish colors)
• Ability to Adjust Focus (ability to adjust eye to bring an object into sharp focus)

Hearing.

• Ability to hear calls
• Ability to hear instructions from physician/department staff/others

WORK ENVIRONMENT:

The typical noise level for an office environment is:

• Quiet
• Moderate Noise

EEO/ADA Statement

Brattleboro Memorial Hospital provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regard to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Brattleboro Memorial Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Human Resources.

**This job description is intended to outline the general responsibilities of the position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Additional duties may be assigned as needed to support operations.**

Compensation Disclosure in Accordance with Vermont Act 155

In compliance with Vermont Act 155, Brattleboro Memorial Hospital provides the compensation range for this position in good faith. The listed range represents the pay scale reasonably expected for a successful candidate based on factors such as relevant experience, education, internal equity, and market competitiveness. Final compensation will be determined during the hiring process.