Position Purpose:      

The Patient Services Representative (PSR) reports to the Health Services Administrator. In addition to performing a variety of important tasks related to the accurate and appropriate registration and scheduling of patients, the PSR is often the first point of contact between the patient and the organization, and thus is responsible for creating a positive and helpful impression. The Patient Service Representative position is considered a crucial link between the patient and the care delivered by clinical and service staff of ARCW’s Health Services Departments. Patient services are the key priority in this position requiring the Patient Service Representative to serve as a point of contact with other internal and external departments, all with the goal of fostering an environment which promotes patient comfort and trust. The position must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.

Essential duties include providing excellent customer/patient services via phone and in person; referring callers to the appropriate departments; making appointments for patients according to clinic protocols, registration and ensuring accurate and up to date insurance information is collected.

Position Responsibilities:

  • Communicate clearly and effectively with the public served by the organization, including employees, patients, clients, volunteers, visitors and vendors. Treat all patients and clients with respect and sensitivity.
  • Explain department procedures to new patients.
  • Answer, screen and forward any incoming phone calls while providing basic information when needed.
  • Register and update information on patients in electronic health record.
  • Schedule patient appointments for health services departments.
  • Verify patient insurances and collect co-pays.
  • Complete patient reminder phone calls 48 hours prior to scheduled appointments to ensure patient attendance and preparation for appointments. This may include reminders of the need to fast for labs or remind them of any preventative services that they are due for (i.e. immunizations, screening etc.)
  • Assist in planning, managing and coordinating patient flow in clinic areas, and day-to-day operations of the clinic to ensure high quality service provision.
  • Participate in special projects and statistical reporting.
  • Maintain a clean, orderly and professional waiting room, reception area, and other Health Services areas.
  • Assist Health Services staff in the areas of distributing information, faxing, copying and word processing.
  • Prepare and maintain Health Services patient/client records in compliance with government regulations and in accordance with ARCW provider standards to ensure efficient services.
  • Comply with the ARCW Health Care Corporate Compliance Standards of Conduct and related policies and procedures.

Education and Experience:

  • High school diploma or equivalent.
  • Valid driver’s license and access to insured vehicle required.
  • Six months of health care receptionist experience.
  • Experience using Epic software is required.

Qualifications:

  • Demonstrate exemplary customer service and interpersonal communication skills; must have the ability to work with diverse people groups.
  • Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
  • Must be highly flexible; able to accommodate changing needs of the department.
  • Well-developed verbal and written communication skills.
  • Ability to work well under pressure with minimal supervision.
  • Reception and telephone system experience.
  • Ability to handle multiple tasks simultaneously in a busy clinic environment.
  • Knowledge of and sensitivity to HIV/AIDS disease and ability to interact with diverse populations.
  • Professional appearance and demeanor.
  • A pre-employment TB test and seasonal influenza vaccination is required.

ARCW is an equal opportunity employer and will recruit, hire, promote and transfer qualified persons into all job classifications without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability, or military status.