PATIENT SERVICE REPRESENTATIVE

Job Title: Patient Service Representative (PSR) – Front Office

Position Class: Non-Exempt

Supervision Received: Administrative Site Coordinator

Supervision Exercised: None

Pay Range: $13.50 hr.- $18.50 hr. (based on experience)

General Summary:

Member of CCHS Care Team responsible for documenting patient demographic information, statistical information, and billing information in the practice management system. PSR also registers patients for medical and behavioral health visits and creates Encounter Forms which communicate patient’s current payer information to the provider. PSR checks out patient at the end of the visit, schedules follow up patients as requested by the provider. PSR also documents provider’s order for return labs. PSR receives incoming patient calls as necessary to assist Patient Communication Coordinator, and makes appointment reminder calls to patients daily. Provides patient with general information regarding CCHS sliding fee programs, as well as other resources such as BCCSP, Family Planning, etc.

Core Duties and Responsibilities, which include the following and other duties as assigned:

Identify financial barriers or concerns of patients, communicates to provider and Care Team as appropriate. Refer patient to CCHS Patient Assistance and offer application for Sliding Fee program as well as other resources such as Family Planning, BCCSP.

• Provide patients or caregivers emergent care instructions in the event of emergent complaints, following CCHS emergent care guidelines.
• Participates in weekly Extended Team Huddles on a rotational basis with other PSR’s to discuss complex patients, process and quality improvement needs.
• At CCHS, we are deeply committed to fostering a culture of community engagement and support, a principle that guides not only our patient care but also our team dynamics. Our dedication to community focus is reflected in our collaborative and educational initiatives, which are designed to enrich both the professional growth of our employees and the learning experiences of future healthcare professionals. The employee is actively encouraged and expected to embrace opportunities to mentor and guide students from a diverse array of schools and programs in the forms of job shadowing and on-site instructional learning as part of a structured educational program.
  

Qualifications – Skills and Abilities:

To perform the Patient Service Representative position successfully, the PSR must demonstrate core competencies in the following areas:

• Basic keyboarding and PC skills, Windows skills including WORD
• Use of printers, copiers and fax equipment
• Navigation of a Windows based electronic health record
• Knowledge of Practice Management System software and CCHS documentation guidelines.
• Knowledge of CCHS scheduling guidelines
• Knowledge of HIPAA regulations and patient privacy rules
• Good communication skills with patients and care-givers, including obtaining appropriate clinical information and symptoms and giving patients instructions and education as directed by the medical provider
• Good communication skills with providers and other members of the Care Team, confidence as member of Care Team
• Good time management skills; assisting in keeping on time with schedules
• Good critical thinking and problem solving skills; good follow-through
• Proper medical documentation skills, including knowledge of ICD coding
• Interpreting medical provider orders and instructions
• Ability to remain calm and to manage difficult communications with patients or caregivers
• Ability to follow CCHS procedures and guidelines for triaging urgent and emergent care needs
• Ability to learn advanced training objectives such as CCHS adopted preventive care and chronic care guidelines

Education and Experience:

High School Graduate or GED

Graduate of Recognized Medical Assistant Program preferred

One Year Experience if not Graduate of Recognized Medical Assistant Program

Certificates, License, Registration:

National Certification preferred

Physical Demands:

Although most of the workday is spent sitting, the workday may include activities such as standing, walking, reaching, bending and lifting. Requires full range of body motion, including assisting in the lifting of patients manually. The employee may occasionally lift and/or move up to 20 pounds, and occasionally lift and move up to 50 pounds. Eye-hand coordination and finger dexterity. Requires corrected vision and hearing to normal range. Working with ill patients and their caregivers may be stressful.

Environmental/Working Conditions:

Primary Care Health Center with combination of office and exam room settings. Frequent exposure to communicable diseases, body fluids, sharp instruments and needles, cleaning chemicals, medicinal preparations. May require working extended shifts and hours as necessary.

Benefits Package Summary:

• PEIA Medical- Non-smoking Employee Only- $48.19/ Smoking Employee Only- $73.19/Non Smoking Family- $93.88/Smoking Family- $143.88
• Guardian Dental: Base Plan- Employee Only- $4.33/Employee plus 1- $8.66/ Family- $14.36

Base Plus Plan- Employee Only- $5.36/Employee plus 1- $10.73 Family- $18.02

All amounts are per pay period and we have 26 pay periods per year.

Optional Benefits:

• Guardian: Short term Disability- Rate based on Employee Salary. Long term Disability- CCHS pays for this benefit.
• Guardian: Life Insurance, CCHS insures employee 2x annual salary up to $100k. Employee has option to take out life insurance on self, spouse and dependents.
• Guardian- Offers optional Accident, Illness and Hospital Indemnity Insurance. Employee can cover themselves, spouse or entire family. Price depends on coverage and annual salary.
• Empower- Oversees CCHS 401k, Roth and Profit-Sharing Plan. Company puts in 6% each year into permanent employee’s accounts. Vested after 3 years. Employee can add money to their account through payroll deduction.
• Mass Mutual Whole Life Insurance.

Additional Benefits:

• Paid Professional Memberships
• Up to 12 paid sick days per year
• 8 paid national holidays
• Up to 64 hours of personal sick leave
• Up to 24 hours of Floating Holiday time available after first year of employment
• No evenings or weekends
• Continued growth over last 10 years

The center reserves the right to revise or change job duties and responsibilities as the

business need arises. In compliance with EEOC 29 CFR part 1630, if the essential

functions of this position cannot be performed in a satisfactory manner by the employee,

further accommodations shall be made if it does not constitute undue hardships upon this organization.

CCHS is a Federally Qualified Healthcare Center (FQHC) and an Equal Opportunity Employer.

Revised 3/6/2023