Patient Service Specialist

GENERAL STATEMENT OF DUTIES:

Sisters of Mercy Urgent Care provides non-life threatening medical care to all areas of Buncombe County and WNC. The front desk provides excellent customer service through initial contact with all patients and vendors.

DISTINGUISHING FEATURES OF THE CLASS

• Providing professional communication with patients, vendors and team members through phone, email, and face-to-face
• Maintains a neat and organized area at the front desk and lobby areas
• Provides patient support
• Activates and update patients accounts with demographic, financial, and insurance information
• Collections with co-pays, self-pay, old balances
• Qualifies patients for charity care program
• Monitors visitor awareness and maintains security awareness
• Answers telephone, screen and direct calls
• Take and relay messages
• Providers support to clinical team on patient inquiries
• Monitor and maintain office equipment, call for repair as needed
• Balances charges and cash collections at the end of shift
• Opens/Closes clinics through alarm system
• Maintain HIPAA privacy laws

ILLUSTRATIVE EXAMPLES OF WORK:

• Enters demographic and insurance information into EMR system
• Checks Allscripts and Practice Velocity Practice Management system for patient balances and longevity of last visit.
• Greets everyone compassionately with use of the core value that present at the Urgent Care in person or on the phone.
• Maintains all files and fax system processes.
• Completes all daily duties and prepares front desk for the next shift.
• Ensures quick response to all inquiries.
• Trains new front desk personnel in an organized fashion. Communicates training with supervisor.
• Communicates with physician offices about patient and insurance information, according to HIPAA guidelines
• Schedules industrial appointments, leaving time for specific appointments.
• Obtains authorization for Carolina Access and Worker’s Compensation claims
• Pulls correct EPS and Workers Compensation protocols for the clinic
• Validates insurance eligibility and collects appropriate monies from each patient.
• Qualifies patients who apply for compassionate care.
• Responsible for the accuracy of insurance and demographic information entered into the practice management system.
• Maintain username and passwords for eligibility checks on Medicaid and Blue e
• Assists new patients with appropriate paperwork

KNOWLEDGE, SKILLS, AND ABILITIES:

• Experience in healthcare setting
• Warm outgoing personality, with the ability to interact effectively and in a supportive manner with persons of all backgrounds
• Ability to work well under pressure
• Requires good grooming and dress habits which reflect a professional image
• Maintain appropriate uniform
• Maintain HIPAA laws and apply patient confidentiality
• Treat patients equally regardless of background, ethnicity, race, sex
• Maintains forms and office supplies
• Other duties as assigned
• Ability to multitask and organize with attention to detail
• Excellent de-escalation skills
• Ability to learn and implement new information quickly
• Knowledge of PVM, Velocidoc, Medicaid, blue E and other insurance websites to obtain eligibility.
• Ability to professionally communicate via phone, fax and email.
• Knowledge of basic computer skills, including typing and email.
• Ability to prioritize tasks, always keeping the patients top priority.
• Knowledge of life threatening patient conditions and ability to calmly handle situations.
• Professional written communication skills.
• Knowledge of insurances and ability to accurately read and input insurance information
• Knowledge of basic equipment maintenance; copiers, printers, phones, calculators, computers, etc.

MINIMUM EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• 1-2 years’ experience in a healthcare setting
• CNA preferred
• Bilingual in English and Spanish preferred but not required
• Ability to apply basic math to qualify patients for charity care program.
• Strong computer and typing skills

LEADERSHIP AND BEHAVIORAL EXPECTATIONS:

• A positive professional attitude
• Inquisitive, problem solving personality with initiative to take action.
• Adaptability to new information and changing environment.
• Honesty and integrity
• Treat others with dignity and respect
• Gossiping will not be tolerated