Success Profile

Patient Services Representative

SCOPE OF ROLE

Reporting to the Office Manager, the Patient Services Representative will provide excellent administrative support to Signature Health’s clinical and medical record functions. You will be successful in your role by creating an outstanding customer service experience when answering phone calls, greeting patients or families, conducting patient check-ins or scheduling patient appointments.

HOW YOU’LL SUCCEED ____________________________________________________________________

·       Demonstrate a friendly, courteous and welcoming first impression to patients and their families.

·       Greet and check-in patients upon arrival and schedule or modify patient appointments.

·       Use clear communication when interacting with patients, peers and colleagues.

·       Provide administrative support to the office to include: scanning, emailing, faxing, and mailing.

·       Assist in maintaining electronic health records according to medical record standards, regulations and Signature Health policies and procedures.

·       Collect patient co-pays and account payments while balancing your individual collections.

·       Respond to external phone calls in a respectful, professional, and courteous manner.

·       Assist patients with payment questions related to Signature Health’s sliding scale as necessary.

·       Create an efficient work space by maintaining your work environment in a clean and organized manner.

·       Document all interactions with patients in accordance with CARF and Signature Health policies.

·       Participate in all assigned, post discharge surveys, record completeness review, intake reports or other QA and utilization review activities

·       Comply with all agency policies and procedures.

·       Maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.

·       May be required to perform remote services as determined by Signature Health.

·       Adherence and completion of compliance training provided by Signature Health.

·       Responsible for and completes all productivity/documentation requirements.

·       Participate in all assigned staff meetings and staff development programs.

·       Demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.

·       Other duties as assigned.

KNOWLEDGE & EXPERIENCE ______________________________________________________________

·       High School Diploma or equivalent required.

·       1+ year medical office experience required.

·       Strong computer skills with proficiency in Microsoft Office applications

COMPETENCIES ____________________________________________________________________________

·       Attention to Detail

·       Communication

·       Customer Service

·       Multitasking

·       Planning and Organizing

·       Time Management

·       Tech Savvy

WORKING CONDITIONS ___________________________________________________________________

·       Work is normally performed in a typical interior/office/clinical work environment.

·       While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.

·       Requires periods of sitting, standing, telephone, and computer work. 

·       Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.

·       Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.

·       Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.

·       Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.

·       Possible exposure to blood borne pathogens while performing job duties.

·       Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.

·       Sufficient dexterity to operate a PC and other office equipment.

ADDITIONAL INFORMATION ______________________________________________________________

·       FLSA Status: Non-Exempt

·       Internal Job Code: 1220

·       Revenue Status: Non-Revenue Generating

·       Last Revision Date: 11/10/2020

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. 

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved.

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