Bi-Lingual Patient Service Representative

Job Summary:

Responsible for greeting patients, and performs a variety of clerical tasks including patient registration, and payment processing.

Essential Functions:

1. Greets patients, family members, and visitors determining services and/or other needs that are required. Assisting patients with translations upon check-in for appointments and/or assistance with completion of paperwork, explanation of services and or follow up information.
2. Monitors waiting area to insure that patients and family members’ needs are addressed and that the area is tidy.
3. Assists new patients in the completion of their registration information. Opens medical records for new patients including appropriate consent and clinical forms.
4. Reviews with patient their insurance coverage or eligibility for other programs including sliding scale fee.
5. Establishes a separate file for patients applying for sliding scale fee. Reviews documentation presented by patients determining that it meets the established criteria.
6. Collects and processes patient demographic, financial, diagnoses and procedure code information with accuracy.
7. Review third party coverage and payment arrangements available with patients. Inputs incoming payments and other data into system.
8. Notifies the Medical Assistant that the patient has arrived and/or when new patients are ready for patient care services, dental or mental health services.
9. Inputs payments from third party payors or other sources of data entry as needed.
10. Reviews current visit charges and outstanding balances with the responsible party and arranges required payments. Inputs payments and prints receipt.  Schedules return appointments.

Nonessential Functions:

11. Pulls medical records for scheduled, same day, or walk-in patients.
12. Answers telephone calls and assists and/or directs calls to the most appropriate staff member. When calls are for patient services, answers inquiries about services and expected payment.  Schedules appointments and when necessary consults with the charge nurse to assist in determining the most appropriate appointment.  Clears messages from voice mail system and directs message to appropriate person.
13. Assists in the preparation and routine maintenance of patient charts as outlined by policy. This includes chart identification, tabs, filling all documents in the appropriate sections, etc.  Daily chart retrieves and returning the charts after the end of the day.
14. Participates in team/staff meetings; attends in service meetings and applicable workshops.
15. Performs other duties as assigned. 

Core Values:

• Quality
• Respect
• Teamwork
• Integrity
• Equity
• Commitment

Supervisory Responsibility

None

Managerial Responsibilities

None

Minimum Qualifications

1. High School diploma, GED, or equivalent certificate of competency and completion of a vocational program related to the specified work experience.

Substitutions

1. High School diploma, GED, or equivalent certificate of competency and two (2) to five (5) years of work experience in specified health care trade.

Competencies Needed

Accountability – Meets established expectations and takes responsibility for achieving results; encourages others to do the same.

Communication – Listen and verbally in order to solve problems and provide information and direction, ensuring the experience is a positive one. Record issues and resolutions to maintain accurate records and data for further analysis by management.

Customer Focus – Connects meaningfully with customers to build emotional engagement and patient advocacy. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.

Organization – Effectively managing tasks and information and organize information to ensure a timely response to questions. Develops and uses systems to organize and keep track of information or work progress.

Time Management – Understands what is required and prioritizes to get tasks/projects completed and establishes/implements an effective course of action (ex. establishes appropriate deadlines). Reprioritizes work efforts based on changing situations and emerging issues (e.g., in response to organizational, systems, and/or schedule changes).

Work Environment

This job operates in an outpatient office environment. This role is frequently exposed to {fumes or airborne particles, moving mechanical parts and vibration}, and high stress situations or events. The employee is occasionally exposed to outside weather conditions. 

Physical and Mental Demands

1. Ability to remain in a stationary position 50% of the time.
2. Ability to cope with stress.
3. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
4. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
5. The person in this position frequently communicates with patients and/or employees. Must be able to summarize and exchange accurate information.
6. Performs a variety of duties, often changing from one task to another.
7. Performs with frequent interruption or distractions.
8. Adjust priorities quickly as circumstances dictate.
9. Ability to interact appropriately with colleagues for different purposes in different context.
10. Ability to perceive the nature of sound by ear.
11. Expressing or exchanging information by means of the spoken word, or to convey detailed spoken instructions accurately, loudly or quickly.
12. Depth perception: three-dimensional vision. Ability to judge distances and spatial relationships to see objects where and as they actually are.
13. Cognitive ability to analyze, count, summarize and synthesize information from multiple sources.
14. Ability to recognize social or professional behavioral cues.

Language Skills

Ability to read and interpret written or verbal documents and instructions. Ability to speak effectively to patients in Spanish. Ability to speak effectively to employees and/or stakeholders of the organization.

Compliance

This position requires compliance with Greater Baden Medical Services (Health Center’s) compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element considered as part of the Bi-Lingual Patient Service Representative’s regular performance evaluation.

Travel

Must be able to drive between Greater Baden Medical Services, Inc. locations.