Patient Services Specialist

POSITION TITLE: Call Center Representative/ Patient Services Specialist - Float  

DEPARTMENT:  Patient Services 

NATURE OF POSITION:  The Call Center Representative / Patient Services Specialist- Float will ensure accurate, timely and proper check-in and check-out procedures. This position should have knowledge and understanding of the proper procedures for checking patients in, checking patients out, verifying insurance, completing demographics, and scheduling patients for initial and follow-up visits. This position is an integral part of the healthcare team and must be knowledgeable of the Clinic procedures. In addition, they will maintain patient confidentiality and abide by the Clinic (COFMC) policies and procedures. This position will be in daily contact with Lead/Supervisor for the Clinic placement.  

CLASSIFICATION:  Non-exempt  

SUPERVISION EXERCISED:  None 

SUPERVISION RECEIVED:  Patient Services Supervisor 

MINIMUM QUALIFICATIONS:  

• High School graduate or equivalent required  

• Must be at least 18 years of age  

• Medical/Dental office experience preferred  

• Customer service experience required  

• Ability to work and communicate with a multidisciplinary healthcare team and the public  

• Basic computer skills required  

• Phone etiquette   

• Must be able to sit, stand, walk, bend, and/or lift for extended periods of time 

RESPONSIBILITIES: 

          Checks in/out patients for appointments and collect co-pays and account balances, if applicable  

• Enters sliding fee information, if applicable  

• Looks up and schedule, reschedule, or cancel appointments for patients  

• Schedules and processes appointments Page Break 

• Answers calls in a professional and courteous manner  

• Directs calls as appropriate  

• Maintains provider schedules by making proper appointments  

• Participates in agency-sponsored staff training events (safety, OSHA, etc.)  

• Protects the confidentiality of patients and their records at all times by complying with the Clinic’s patient confidentiality and HIPAA policies and procedures  

• Provides guidance as needed to departmental employees regarding the Clinic’s policies and procedures  

• Keeps workspace neat and organized  

• Maintains a professional demeanor  

• Exhibits a positive attitude and a commitment to the basic mission of the organization  

• Exhibits caring qualities consistent with the values of a community health center  

• Exhibits awareness of cultural factors and shows competence in reducing barriers to the provisions of health care services  

• Addresses patient complaints as outlined in patient complaint resolution  

• Completes and submit all departmental specific reporting timely as requested  

• Performs other duties as assigned 

ORGANIZATION: 

• Exhibits enthusiasm, a positive attitude, and professionalism in the workplace 

• Handles personal conflict and works through it at the lowest possible level (first with party/parties involved, then if necessary, with 3rd party mediation) 

• Displays a friendly manner and is easy to approach 

• Maintains a neat, clean, well-groomed, appearance and dresses in accordance with the dress code policy 

• Leaves personal problems out of the workplace 

• Treats all co-workers with dignity and respect 

• Abstains from gossip in the workplace 

• Arrives on time and works through designated hours 

• Completes tasks effectively, accurately and on time 

• Demonstrates little or no absenteeism/follows leave guidelines 

• Follows designated line of support 

• Display a willingness and flexibility to respond to unusual job-related demands 

• Manages time well 

• Recognizes and assists others in the work of the department, even though the work may be outside of regular duties 

• Shares equally in the workload of the department 

• Works cooperatively with all team members and departments 

• Works independently requesting assistance from supervisor only as needed 

• Abstains from criticizing COFMC, colleagues and supervisors 

• Demonstrates loyalty to COFMC, colleagues and supervisors 

• Demonstrates support of the mission and vision of COFMC 

• Accepts and participates in cross training 

• Takes initiative to identify skill development needs 

• Performs other duties as assigned. 

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