Office Based Patient Service Specialist (PSS)
Job Summary: The Patient Services Specialist (PSS) is part of a cross-trained team that performs the following processes necessary for efficient operational function of a health center: pre-registration, registration, appointment confirmation, scheduling, and answer inbound phone calls. The position is responsible for greeting the patient and providing quality customer service. Receives co-payments and gives appropriate receipts to patients, and records payments in practice management system. Verifies insurance information, assists with enrollment in sliding fee and other benefit products. Scans patient related documents to electronic health record (EHR). This is a non-exempt, full-time position in pay grade 1 with the pay range of $16.17 - $19.41. The Patient Service Specialist reports directly to the Practice Manager and/or Operations Director.
Required Skills/Abilities:
- Must be proficient with technology and computer skills including Microsoft software.
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Must have basic math skills.
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The ability to handle cash and accurately complete bank deposit slips.
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Medical or dental terminology a plus.
Education and Experience:
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High school diploma or equivalent
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Previous customer service experience
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Preferred experience in various medical settings to include medical, dental, or behavioral health.
Working Conditions and Physical Requirements:
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Primarily office-based work
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Travel to various sites required
Standards of Behavior:
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Commitment To Service
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Respect
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Quality
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Teamwork
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Patient Focus
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Integrity
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Accountability
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Caring & Compassion
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Professionalism
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Listening & Responding
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Safety
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AIDET
Job Related Competencies:
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Empathetic Outlook- The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself “in the shoes” of another and to view a situation from their perspective.
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Attention to Detail- The ability to process detailed information effectively and consistently.
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Problem Solving- Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
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Communicates Effectively- Developing and delivering multi-mode communication that conveys a clear understanding of the unique needs of different audiences.
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Values And Ethics- Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
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Time Management- The ability to effectively manage one’s time and resources to ensure that work is completed efficiently.
Commitment to Community:
Choptank Community Health System (CCHS) is committed to creating a safe and open healthcare environment that improves health outcomes and values and respects the unique experiences and perspectives of both patients and staff by:
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Prioritizing access for all individuals;
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Offering ongoing training for staff to promote health awareness, preventive measures and early detection for the varied patient population on the Eastern Shore;
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Actively engaging with patients, families and staff;
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Fostering a workplace culture in which everyone is treated with dignity.
Duties/Responsibilities:
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Customer Service
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Greets patients in a professional manner as they enter the health center.
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Demonstrates AIDET with all patients, guests, and staff interactions.
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Consistently answers calls within 3rd ring.
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Always follows established procedures for handling patient calls and visits.
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Communicates with patients in a professional manner on the telephone.
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Notifies Triage Registered Nurse of all emergent patient phone calls as per triage policy.
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Adheres to and models CCHS Standards of Behavior
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Works with the clinical staff to coordinate patient flow
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Keeps patients informed of wait times.
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Addresses patient concerns with site-based leadership in a timely and responsive manner.
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Always maintain patient confidentiality.
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Appointment scheduling
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Accurately and thoroughly schedule patients according to schedule templates and scheduling guidelines.
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Informs patients of past due balances, copays, and sliding fee renewal dates when scheduling appointments.
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Actively manages appointment waitlist.
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Strives to meet a first call resolution with inbound patient calls.
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Perform confirmation calls per the appointment reminder procedure.
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Documents no show and cancel status in the practice management system.
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Sends no show letters and tracks no show occurrences.
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Manages same day requests in coordination with clinical team.
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Follows dental emergency walk in procedure.
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Reschedules patient appointments as needed.
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Monitors schedule requests and tickler system for needed appointments.
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Effectively troubleshoot errors in schedule with site-based leadership.
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Proactively monitors schedules for provider PAL and meetings that will require appointment rescheduling.
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Troubleshoots online portal scheduling errors.
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End of day review verifying all appointments are checked out or documented as no show.
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Prints the next day schedules for each provider daily.
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Registration
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Utilizes 3rd party registration system to update demographic data.
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For patients unable to use electronic system, will enter and edit appropriate demographic data on patients accurately.
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Verify demographics, contact numbers, and emergency contacts at every visit.
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Verifies insurance eligibility and frequencies at every visit per established procedure for all scheduled patients.
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Appropriate completion of noncovered forms for noncovered services, in accordance with insurance coverage.
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Ensures sliding fee applications are offered to every patient and updated annually.
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Determines patient’s eligibility with the sliding scale and verifies proof of income consistent with current policies.
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Ensures all registration forms are completed during first appointment and verified at every visit and signatures are obtained annually
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Ensures all insurance information is verified at every visit
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For new patients, verifies that all required forms are completed prior to registration.
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For established patients, ensures all registration forms are updated and signed annually.
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Verifies and updates VFC status.
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Updates patient’s preferred pharmacy.
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Converts patients reaching the age of majority to their own guarantor.
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Payment Collection
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Receives copayments, self-payments, and gives appropriate receipts
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Keeps money secure and balanced in locked cash drawer.
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All monies collected are reconciled daily and placed in the safe at the end of day.
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Financial Operations
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Assists patients with billing issues, working with CCHS billing department.
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End of day review performed in practice management system including collections and cash reconciliation.
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Performs Other Duties as Required
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Keeps electronic health record (EHR) buckets current, reviewing at least daily.
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Takes initiative to solve problems, prioritizes effectively, and recommends improvements to site-based leadership.
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Traveling to other CCHS locations to provide coverage as needed.
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Consistently displays professionalism during interaction with CCHS customers, staff, and clinicians.
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Attends and engages in weekly huddles, monthly site meetings, department meetings, and all staff meetings as required.
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Maintains inventory of office supplies by communicating low stock to designated person.
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Ensures the front desk area and patient waiting areas are neat and presentable to assure safe environment.
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Responsible for mail and package deliveries.
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Works with other staff to achieve a desirable working environment.
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Regular, reliable attendance is a requirement of this job.
Benefits:
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Tuition and education assistance
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Certification scholarships available
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Paid holidays (9)
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Flexible paid time off and vacation scheduling
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403(b)
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403(b) matching
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Employee assistance program
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Flexible spending account
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Health insurance
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Dental insurance
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Vision coverage
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Life insurance
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Referral program
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Employee wellness program
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Discretionary Bonuses
Choptank Community Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital or family status, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
