Bilingual Patient Service Representative

Position Summary:

The primary purpose of this position is to greet and direct patients and visitors, as well as answer/relay phone calls and messages, and to provide information in a professional and courteous manner.

Job Responsibilities:

• Greets and registers patients in a polite, prompt, helpful manner.
• Verifies and updates patient information per established patient registration procedures.
• Copies new/updated insurance cards and scans into our electronic health record
• Updates insurance information during the chec1‹ in process
• Verifies eligibility on insurance in collaboration with the Insurance Clerk and the DSS workers.
• Informs patients of payment/financial responsibilities.
• Collects co-payments and amounts due, as applicable; provides each patient a receipt.
• Communicates via patient tracking to nurse’s station that patient is registered and waiting.
• Interprets and translates for fellow employees and patients as needed.
• Follows approved medical group guidelines and appointment scheduling policies and procedures to schedules patients (new and existing) for each practitioner.
• Answers incoming telephone calls and expedites to proper individual.
• Correctly identify him/herself when answering the phone and follow TAPM phone etiquette policy
• Documents triage calls by listing patient name, telephone number, date of birth, and complaints/symptoms or illness; send information to nurse via task
• Maintains the waiting area in neat and orderly fashion.
• Schedules recheck and follow-up appointments, as required at the time of check out.
• Balances cash drawer and verify your insurance forms for the day
• Performs established closing procedures:
• Force close phones as instructed at the Wendover Location Only
• Turns in co-pay money collected
• Gathers documents processed during the day that remain to be filed
• Turns off monitors, copiers, and lights, and locks the front door.
• Prepares reports for all “no shows” and faxes to our community agency for follow up.
• Prepares report for supervisor, including details of all patients on recall list.
• Print immunization records as requested by patients
• Assist medical records, as needed.
• Abides by all company policies regarding safety/health rules and regulations.
• Prints final daily schedule to verify each patient who was registered and treated.
• Adapts to various situations and adjusts to shifting priorities.
• Performs other duties as assigned

Preparation and Training:

Job duties require a high school education with additional specialized courses. Must be proficient in English oral and written communication. Bi-Lingual Assistants must also be proficient in Spanish both oral and written communication. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain excellent customer service abilities. Must maintain current NC driver’s license for occasional outside travel.

Experience:

With the above preparation and training, it would take approximately 3 months, up to, and including 6 months in order to become proficient with the clinic policies, procedures, and front office paperwork utilized by Triad Adult and Pediatric Medicine.

Repetitive or routine duties involving the use of various procedures and the application of clearly prescribed standard practices, requiring the malting of minor decisions and the use of some judgment when following medical records protocol.

Under immediate supervision, whereby the assignment of work is very standardized, and performance can be measured at regular and frequent intervals.

Probable errors would easily be detected and would result only in some internal confusion and delay but could be verified or checked either by systems, procedures, oi supervision and have very little financial impact on the organization.

Involves regular inside and outside contact with patients/family, doctors, nurses, providers, other departments of TAPM, and vendors, requiring common courtesy and tact to avoid friction and obtain cooperation. Improper handling may affect results, whereby tact, judgment, and proper behaviors are required to avoid friction or dissatisfaction and maintain harmonious relationships.

Works with some confidential data of major importance, such as patient medical records, insurance, and billing information, which if disclosed, may be detrimental to the company’s interests.

Most of the job duties are performed in normal office working conditions; however, there is some exposure to patients with communicable diseases. This position is responsible for the waiting area and therefore, requires some janitorial duties, which are at times disagreeable, but are not continuously present.

The flow of work and character of duties involves normal mental and visual attention most of the time. Must be able to communicate via telephone and other automation devices. Mental/visual attention, along with manual coordination is necessary for keyboard operations at least 50% of the time. Normal or connected hearing is required.

TAPM expects all employees to work with safety as a priority. The safety of our employees and our patients are extremely important to our organization.

Quality Improvement

Must understand and help enforce the meaning of quality improvement:” The combined and unceasing efforts of everyone-healthcare professionals, patients, and their families, researchers, payers, planners and educators-to make the change that will lead to better patient outcomes, better system performance and better professional development.” (Batalden, 2007). Committed to promoting TAPM as a medical home and incorporating the core components of a Patient Centered Medical Home into your position daily.

1. Patient Centered
2. Comprehensive care
3. Team-based
4. Coordinated
5. Accessible
6. Focusing on Quality and Safety

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Loan Repayment Opportunities

As a Federally Qualified Health Center (FQHC), Triad Adult and Pediatric Medicine, Inc. has access to resources to assist with the repayment of federal loans if the recipient practices within one of the following disciplines:

• Family Medicine Physician (MD or DO)
• Family Nurse Practitioner (FNP)
• Pediatric Nurse Practitioner (PNP)
• Physician Assistant (PA)
• Pediatrician (MD or DO)
• LCSWs
• Nurses

National Health Service Corp program at http://nhsc.hrsa.gov/loanrepayment/