Patient service representative

Job Details :

• Eastport Health Care, Inc.
• PO Box H / 30 Boynton St.
• Eastport, Maine 04631

207) 853-6001

JOB DESCRIPTION :

• Title : Eastport - Patient Service Representative
• Position Category : Hourly / Non-exempt
• Supervisor : Patient Service Manager

Position Description : Manage and direct phone calls, check patients in and out, schedule appointments, and manage provider’s schedules.

All EHC employees are expected to engage and be active participants in quality improvement projects and efforts, risk identification and reporting, attend training and meetings as requested, and contribute to overall team spirit and cooperation.

Employee contributions in this regard are valued and necessary for the organization’s successful care of our patients / clients.

Duties / Responsibilities :

Open reception and waiting rooms by 6 : 30 am each day. This includes unlocking doors, drawers, and windows. Turning on lights and TV in the waiting room.

Count the cash box, turn on computers, and set up paperwork needed for the day for all departments. Start taking calls at 6 : 45 and schedule acute visits.

• Answer and manage all calls that come into the switchboard, assist the caller, or forward the call appropriately.
• Develop proficient skills within the EMR and supporting programs such as Health Note. Utilize each program as intended by the organization.

Offer support to patients who need additional help maneuvering Health Note via electronic devices such as the iPad.

• Liaison between patients and clinical staff, and inform patients of possible delays.
• Check-in and register all patients for EHC by greeting them professionally and courteously.
• Monitor patients in the waiting room, and remind patients to check in upon arrival.
• Verify, input, and update all patient insurance information accurately at every patient visit. Collect a copy of, or scan insurance cards into an electronic system.

Update demographic information and ensure annual paperwork is completed by the patient.

• Maintain confidentiality at all times per HIPAA laws.
• Receive and convey messages accurately in writing, verbally, and electronically.
• Inform patients of the cost of care, including co-pays, sliding fee scale, and self-pay accounts. Collect payment from the patient at the time of the visit and record each transaction into the system.

Work with the Billing Office to enhance the revenue cycle.

• Assist patients as needed for help to complete appropriate forms accurately, get a wheelchair, or just someone to lean on for stability, and escort patients as needed.
• Schedule and reschedule all appointments in person, over the phone, and by request of the provider. Manage / update schedules regularly including patients on the wait list , for providers and staff to keep provider’s schedules filled.

Blocking out schedules for vacations, holidays, and time off. Notify all patients by phone or letter (if unable to contact the patient by phone) of rescheduled appointment dates.

• Work as a team player (by treating everyone with the same respect) while having the ability to work professionally with all co-workers.
• Train new front desk personnel while having a courteous and professional manner and answer all questions brought to your attention.

Support the organization by supporting coworkers and other departments.

• Attend and participate in professional development required meetings.
• Keep the reception area organized throughout the day to help make the day run as smoothly as possible.
• Maintain the waiting area. Remove outdated information on the community board, organize reading material throughout the day, and be aware of who is in your waiting room at all times.
• During downtime, do any task that was unable to be completed during the work week. (Make copies of documents used at the reception area;

input updated information into the computer; make calls to patients for reschedules; maintain / update the Front Desk Manual etc.)

• Perform other duties asked by all persons in a supervisor position in a continuously changing medical practice.
• At the end of the day; TOS / Reconcile and verify all collected funds. Review the medical schedules to make changes if needed, and complete all unfinished tasks that must be done that day.

Order supplies for the reception area.

Minimum Entrance Requirements for Reception :

• High school Diploma
• Computer experience
• Ability to multi-task
• Ability to work with other employees, patients, and the general public in a professional manner.
• Prior experience in the health field is desired but not essential.
• Physical requirements include keyboard operation, answering phones, escorting patients throughout the building, sitting for extended periods, ability to lift 25 lbs as well as transitioning from sitting to standing position many times throughout the day.

Visual acuity for extended periods of monitor operation.

ESSENTIAL FUNCTIONS :

• COMPREHENSION : Understands and applies non-routine verbal and / or written instructions.
• ORGANIZATION : Organize and prioritize individual work schedules to manage multiple tasks and / or projects
• DECISION MAKING : Makes decisions that have an impact on the immediate work unit’s operation and / or services.
• COMMUNICATION : Communicates and explains a variety of information
• PHYSICAL REQUIREMENTS : keyboard operation and sitting for extended periods. Ability to lift 25 lbs.; Walking / Standing / Bending / Kneeling / Squatting;

Visual acuity for extended periods of monitor operation. Ability to use interfaced communication devices (Electronic Medical Record, telephone, internet, etc.)

Last updated : 2024-05-13