BH, Patient Services Rep: Hrly, FT

Firelands Health Careers•Sandusky, OH

About The Position

The Patient Services Representative (PSR) is the first impression of our organization and is in a key position to promote a healing and welcoming environment for all those who access our care as well as other team members. Excellent communication skills, patience, understanding, positivity and collaboration are critical attributes for team members who serve in this role. This position requires the ability to perform the duties below, however, there is an opportunity to specialize in duties pertaining to helping patients access care and/or to access special funding to help subsidize treatment costs. Under the supervision of the Site Director, provides clerical services including answering and triaging phone calls, managing requests for services and gathering required data, coordinating clinician schedules and patient appointments; and coordinating the patient flow at check-in, check-out and while in the waiting room. Provides clerical support the direct service staff and management team at respective site. Is professional in the use of the electronic medical record and related software. Promotes patient engagement in treatment by conveying a welcoming, non-judgmental, positive, and supportive demeanor during all interactions with patients and other involved support persons. Keeps patients informed when appointments are running late. Performs tasks necessary to support revenue including timely and accurate documentation of patient demographics i.e. legal names, addresses, preferred telephone numbers, email address, preferred method for appointment reminders, emergency contacts, insurance information, etc. Manages all clerical duties related to patient care on behalf of clinicians in order to ensure clinician time is primarily devoted to patient care. Examples include: sending out letters and other correspondence, obtaining release of information for referral sources, sending out faxes, etc. Actively engages in cross-training so all functions related to the operations of the front office continue in the absence of any staff person. Assists with filing/scanning of client materials in patient records and the preparation of QA and other reports if requested. Ensures materials are scanned into correct location within the EMR and include all appropriate notations in compliance with departmental guidelines.

Requirements

High school diploma or equivalent.
Ability to type 40 wpm.
Ability to maintain a positive impression of the Medical Center at all times and handle sensitive telephone and face-to-face inquiries.
Ability to file both alphabetically and numerically.
Successful completion of a ninety (90) day probationary period.

Nice To Haves

Experience working in a general office setting (clerical or administrative duties in an office setting) is preferred.
Experience working in a behavioral health, medical healthcare, social services, or other publicly-funded environment is preferred.
Experience in computerized scheduling system preferred.

Responsibilities

Answering and triaging phone calls
Managing requests for services and gathering required data
Coordinating clinician schedules and patient appointments
Coordinating the patient flow at check-in, check-out and while in the waiting room
Providing clerical support the direct service staff and management team at respective site
Professional use of the electronic medical record and related software
Promoting patient engagement in treatment by conveying a welcoming, non-judgmental, positive, and supportive demeanor during all interactions with patients and other involved support persons
Keeping patients informed when appointments are running late
Performing tasks necessary to support revenue including timely and accurate documentation of patient demographics i.e. legal names, addresses, preferred telephone numbers, email address, preferred method for appointment reminders, emergency contacts, insurance information, etc.
Managing all clerical duties related to patient care on behalf of clinicians in order to ensure clinician time is primarily devoted to patient care. Examples include: sending out letters and other correspondence, obtaining release of information for referral sources, sending out faxes, etc.
Actively engaging in cross-training so all functions related to the operations of the front office continue in the absence of any staff person.
Assisting with filing/scanning of client materials in patient records and the preparation of QA and other reports if requested.
Ensuring materials are scanned into correct location within the EMR and include all appropriate notations in compliance with departmental guidelines.