Patient Services Representative

JOB SUMMARY: The Patient Services Representative (PSR) promotes a high level of customer service and facilitates a caring environment for patients. They work to balance the needs of the patient with the needs of the clinic. The PSR is responsible to greet each patient, schedule and register all patients, and receive and document accurate information from patients. The PSR position requires the ability to multitask while still remaining accurate. The ideal PSR will work to facilitate an appointment process that is both caring and efficient.

ORGANIZATIONAL DUTIES AND RESPONSIBILITIES

• Support the mission, vision and philosophy of Spectra Health as evidenced by compliance with all organizational policies and procedures.
• Supports all functions that attain and maintain compliance with regulatory or funding agencies.
• Supports and facilitates positive interaction with others as evidenced by: professional maturity, respect for others, a team-centered approach, maintenance of confidential information and an appreciation of a variety of viewpoints and diversity in the workplace.
• Exhibits effective communication skills, including proper use of agency communication systems.
• Participates in appropriate professional development programs to attain and maintain role competency.
• Supports the strategic plan of Spectra Health as evidenced by a working knowledge of the plan and participation in completing elements of the plan.
• Support the business and clinical plans of Spectra Health as evidenced by a working knowledge of the plan and participation in completing elements of the plan.

ESSENTIAL JOB FUNCTIONS:

• Greet all patients, visitors and co-workers in a professional, friendly and respectful manner.
• Schedule patient appointments
• Facilitate patient registration and the patient appointment process from Check-in through Check-out.
• Verify and update patient demographics and insurance information.
• Keep complete and accurate records of patient information in the appropriate medical records system.
• Collect all insurance co-payments, nominal fees, and balances due on account, as applicable.
• Communicate courteously and effectively on the phone and in person.
• Obtain patient consents and appropriately document signatures on file.
• Verify current insurance and co-pay information with patient and/or other systems.
• Assist and support nursing/dental staff throughout the patient appointment process.
• Assist the billing office to resolve insurance and billing questions.
• Answer the phone, transfer appropriately, and record accurate messages as needed.
• Assist with the distribution of courier mail.
• Check fax machine and distribute to appropriate person.
• Assist with keeping SpectraPlan records updated.
• Make reminder calls to patients for upcoming appointments.
• Research and resolve registration issues in the current medical records system.
• Work with interpreters as need for patient appointments.
• Maintain the ability to float between the front desks of the Grand Forks Medical Clinic, Larimore Medical Clinic, and the
• Grand Forks Dental Clinic as needed.
• Perform other duties as assigned.

JOB QUALIFICATIONS:

Required:

• High school diploma or the equivalent.
• Basic knowledge in Windows and Office applications

Preferred:

• Knowledge of medical terminology.
• Experience working with refugee and transient populations.
• Past experience in a clerical health or dental care setting.

PHYSICAL REQUIREMENTS: The PSR is required to sit for long periods of time. They utilize a computer for their entire shift. They are also required to talk on the phone and actively listen for patient complaints. Occasionally, they may be asked to lift and/or move boxes or bins that weigh less than 20lbs. Any concerns about these physical requirements should be brought to the PSR supervisor immediately.

**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation or gender identity.