Patient Services Representative

Under the general direction and supervision of the Patient Services Supervisor, this position performs registration duties to include, but not limited to, patient check-in and check-out, payment posting and collection, etc.

Minimum Qualifications:

Education

High School Diploma or Equivalent

Experience

One-year recent experience in office setting and one-year recent customer service experience or two years recent customer service experience.  A recent certificate from a healthcare office program may substitute for experience.  Prior experience in a medical, behavioral health or dental office preferred.

Essential Functions:

PSR I:

1. Report to work as scheduled, on time and prepared to start working. Remain at work for their entire work schedule. Note: an ability to work all shifts with one-week notice unless there is an emergency is required. Shifts begin at 7:30am and end at 6:00pm.
2. Serves as ambassador to ICHC with patients, vendors and visitors.
3. Performs greeting activities in the waiting room, to include but not limited to, welcomes and assists patients, monitors length of time in waiting room and keeps in contact with patients, organizes and surface cleans reception and other public areas and provides miscellaneous forms and requested items to patients.
4. General housekeeping including inspecting facility entrances and exits (and if necessary, throwing down ice melt), waiting room, office areas and restrooms throughout the day during Center’s hours of operations.
5. Routes patients coming into center appropriately.

PSR II:

1. Ability to perform Patient Services Representative (PSR) I.
2. Registers new patients and updates registration for established patients utilizing an automated practice management system (PMS).
3. Receives and inputs insurance documentation for patients.
4. Introduces and assess eligibility for sliding fee scale (SFS), qualifies for SFS and documents verification in the PMS.
5. Completes training requirements to become a Certified Application Counselor.
6. Identifies uninsured patients and assists with Medicaid and Alaska Marketplace enrollment.
7. Scan, name and insert patient data into electronic health record.
8. Collects money and posts patient payments in PMS.
9. Checks out patients.
10. Generates two-day patient reminder calls.
11. Generates no-show letters.
12. Scans updated patient information into Docutrack.
13. Answers multiple telephone lines and routes calls.
14. Schedules Appointments utilizing templates in PMS.

PSR III (Lead):

1. Ability to perform Patient Registration I and II.
2. Assists with the training of new registration employees.
3. Performs scheduling maintenance (i.e. creating, blocking and deleting schedule)
4. Backs-up Supervisor by completing weekly employee schedules to ensure adequate staff coverage in accordance with Board adopted hours of operation, when Supervisor is on leave. Includes working extended shifts if needed to ensure coverage.
5. Tracks, assigns and trains employees on requirements to become a Certified Application Counselor.

PSR I, II, & III:

1. Complies with center’s policies and procedures.
2. Operates specialized office equipment.
3. Participates in continuous quality improvement activities.
4. Other duties as assigned.

Knowledge, Skills and Abilities

Technically proficient computer skills with Microsoft Office Suite (Word, Excel).

Thorough knowledge of common office equipment (copier, fax, printer, etc.).

Excellent oral and written communication skills.

Ability to organize and prioritize tasks.

Ability to work under pressure.

Strong attention to detail and problem-solving skills.

Ability to work independently and as a team member.

Ability to make change and reconcile a cash drawer.

Scope of Tiers: Each new hire begins at Patient Registration I, upon successful completion of core competencies employee will be promoted to Patient Registration II.

Position is based in the City of Fairbanks; however, position responsibilities may require travel both within the Fairbanks North Star Borough (FNSB) and Denali Borough. Use of personal vehicle is required for travel; therefore, a valid driver’s license and proof of auto insurance is required.  Position may require working occasional evenings and weekends.