Patient Services Representative

Summary

The position is the first point of contact for patients at the clinic and the last point of contact prior to patients leaving the clinic. This position is responsible for ensuring that patients are processed in a friendly, professional manner and that all patient demographic and insurance information is accurate and updated each visit.

This position is designated as an on-site, patient-facing role. In-office presence is an essential function due to the need for real-time collaboration with providers, direct interaction with patients and caregivers, and secure handling of health data in compliance with HIPAA. Include this language in the essential functions: In-Person Requirement: All essential functions listed below are expected to be performed on-site. ENA has determined that these duties cannot be effectively or securely executed in a remote environment without compromising patient care, data privacy, or operational standards.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• Work requires two years of related medical clerical experience sufficient to acquire skills in medical terminology, office organization and communications or a completed medical secretarial program (nine months up to two years accredited program) may be substituted for equivalent experience.



• High School Diploma or GED equivalent.



• Preference: Knowledge of HIPAA and other compliance requirements

Essential Functions

• Assist referral coordinator - 45%



• Scheduling and re-scheduling appointments in EHR – 20%



• Responsible for checking in/outpatients for appointments, lab work, or studies 10%



• Verify insurance and obtain pre-authorization numbers when required -10%



• Updating outlying clinic schedules – 5%



• Point of contact for the medical records department - 5%



• Other duties as assigned - 5%

Knowledge, Skills, and Abilities

• Maintains confidentiality of patients and their medical information.



• Detail oriented and excellent records maintenance skills.



• Proactive individual with the ability to be a self-starter with strong independent decision-making skills and attention to detail.



• Ability to make evaluative judgments.



• Ability to function well while involved in multiple tasks.



• Ability to concentrate on details and deal with constant interruption.



• Skill in organizing resources and establishing priorities.



• Demonstrated human relations and effective communications skills are required.



• Understand the ethics of confidentiality and the ability to maintain confidentiality of sensitive information.



• Employees shall always exhibit tact & diplomacy.



• Demonstrated knowledge of Microsoft (MS) Word, Outlook, Teams, and EHR system.



• Ability to communicate well with physicians, staff, and the public.



• Maintain a positive and professional attitude in all aspects of work from patient care to interaction with co-workers and physicians.



• Valid drivers’ license and reliable transportation to provide support to offsite locations as necessary.



• Ability to emulate ENA’s core values: Compassion, Excellence, Inclusion Collaboration, and Innovation.

Supervisory Responsibilities

None

Physical Demands

• The employee must frequently lift and/or move up to 10 pounds. The employee is expected to use the appropriate tools provided such as hand carts to carry heavier loads.



• This position requires eyesight (corrected or uncorrected) that allows the employee to accurately read job related materials, accurately read and record patient related information, and any other functions that require the employee to accurately see data.



• Keying of data requires repetitive motion.



• While performing the duties of this job, the employee is regularly required to stand and talk or hear.



• The employee is occasionally required to sit and stoop, kneel, or crouch and requires full range of body motion, manual and dexterity and eye-hand coordination.

Work Environment

• Work Schedule is Monday- Friday, 8 am to 5 pm with a one-hour lunch. Slight modifications may be made to this schedule with approval from the Site Coordinator.



• Work is normally performed in a typical interior/office work environment. The noise level is usually moderate.



• Low risk of exposure to blood borne pathogens and OPIM



• Must be able to work overtime hours as needed to accomplish the mission of the organization.