Ottawa Patient Services Representative

POSITION SUMMARY

Position in Ottawa, KS. Under the direct supervision of the Manager of Patient Services, the Patient Service Representative (PSR)/Front Desk Receptionist serves as the focal point for the patient scheduling/intake/discharge process. Responsibilities include administrative telephone triage, scheduling patient appointments per established Health Partnership Clinic (HPC) protocols, communicating about the full complement of HPC services and registering patients accordingly, and accurately collecting patient payments and/or insurance information. The position requires knowledge of or ability to quickly learn healthcare terminology. HPC employs a team-based approach to care delivery for all patients. Clinical staff work with their team to effectively use huddles at the start of each clinic day, utilize standing orders when applicable, use evidence-based approaches to patientcare such as teaching self-management to patients, emphasize seamless care coordination for all patients, strive to understand the vulnerable populations served and adjust services to fit patient needs. Upon hire, all staff receives orientation regarding benefits of the HPC team-based approach to population health.

DUTIES & RESPONSIBILITIES

Obtain current patient information from established and new patients: o Accurately enter/update patient information in the Electronic Health Record (EHR). o Verify payor source, insurance eligibility and financial status/discount applicability. o Perform insurance verifications for all third-party payor types. o Assist patients with completion of paperwork upon registration. o Register patients upon arrival. o Communicate protocols as directed by Chief Health Officer. o Take webcam photos of patients for the patients' medical records. o Audit EHR for accurate data entry of the demographics, registration, consent forms and other acknowledgement forms. o Accept deliveries of supplies and communicate with the recipient of the delivery. o Accept deliveries of mail and set up a designated area for administrative assistant to pick up. o Request medical records for ER follow up appointments at the time of scheduling. o Float between multiple offices to cover or assist other PSR, including rotating for Saturday and evenings when available. o Scanning and assist medical records, as needed. o Communicate by TEAMs and email and review consistently throughout the day. o Inform managers by TEAMs when unable to complete daily tasks to get assistance in a timely manner. o Scan information into the

HER:

a. Categorize by

YYYY/MM/DD

format and name of the document in all capital letters. b. Scan insurance cards, patient identification, proof of address and any additional documents as needed. c. Monitor texting app for incoming messages and items sent from patients to resolve in a timely manner. Ensure closed out and completed by the end of the day. d. Monitor Wellapp for incoming texts from patients and resolve in a timely o Assist with other duties as assigned. o Regular attendance and punctuality are essential requirements of this job.

Schedule Appointments:

o Identify patients by date of birth and name in HER and audit for accuracy. o Create a new account only if NO patient account exists. o Schedule and re-schedule appointments, as directed by supervisor. o Facilitate patient access to HPC services through effective communication with various agencies (schools, community partners, etc.) o Make complete and appropriate notation of all patient interactions and schedule modifications in the identified location within the EHR. o Make reminder calls a day prior to the patient's appointment to inform patients of their financial responsibility and any documents or patients forms needed for clinic visit. o Identify telehealth visits on the schedule to call patients 30 minutes prior to their appointment time to make sure they have access to the patient portal to initiate the visit and collect copay or slide fee. Routinely demonstrate superior customer service skills: o Answer the telephone in a timely and polite manner, preferably within three rings. o Communicate with all HPC associates and clientele in a courteous, professional, cooperative, and mature manner. o Recognize and respond appropriately to violent/abusive situations, threats, and emergency situations according to the protocol process. o Accurately record messages in the billing system and convey information in a timely manner. o Transfer calls or refer inquiries to appropriate staff member in a timely manner. o Document all in person patient requests/concerns in the EHR, per internal protocols. o Greet all guests upon arrival. o Monitor the waiting room for cleanliness and orderliness and sanitize on a daily basis. o Protect/observe patient privacy and confidentiality, per external regulatory requirements (HIPAA) and internal policy and procedure. o Assist patients to set up their patient portal account and log in. o Provide accurate information to staff and clientele, per internal policy and procedures. o Adhere to HPC attendance and Dress Code Policy.

QUALIFICATIONS

Superior professional communications skills; verbal and written. Language proficiency in Spanish is preferred. Ability to effectively interact with healthcare professionals, patients, and all HPC clientele/visitors. General proficiency with technology; e-mail, telephone, and computer operating systems. Ability to learn proper EHR operating protocols. Ability to work under pressure. Commitment to expanding access to care for the underserved.

EDUCATION AND EXPERIENCE

High school diploma or GED certificate or minimum two years' work experience in a related field is required. Accurate typing at a minimum of 40 WPM, required. Previous healthcare office experience preferred.

Typical Physical Demands:

Prolonged sitting or standing may be required. Ability to lift 25 pounds; occasionally up to 60 pounds. Those physical movements and the degree of mobility, manual dexterity and hand-eye coordination normally associated with normal office work will be performed on a repetitive basis. The ability to distinguish letters and symbols as well as the ability to utilize telephones, computer terminals and copiers is required. Work under stressful conditions as well as irregular hours may be required. Frequent exposure to communicable disease, body fluids, toxic substances, medicinal preparations, radiation, and other conditions common to a clinical environment may routinely be encountered. •Training for the position will be in Olathe, KS at the Main Clinic• EOE The Patient Service Representative (PSR)/Front Desk Receptionist role at Health Partnership Clinic (HPC) is available in Paola, Ottawa, and Olathe, KS. This position is the primary point of contact for patients, managing scheduling, intake, and discharge processes under the supervision of the Manager of Patient Services. Key responsibilities include administrative telephone triage, scheduling appointments according to HPC protocols, providing information about HPC services, registering patients, and accurately collecting payments and insurance details. The role requires the ability to quickly learn healthcare terminology and a commitment to a team-based approach to patient care. The PSR will obtain and update patient information in the Electronic Health Record (EHR), verify insurance, assist with paperwork, and ensure accurate data entry. Additional duties include managing deliveries, requesting medical records, and providing coverage at multiple office locations, including Saturdays and evenings. Strong customer service skills are essential, including answering phones, communicating professionally, and addressing patient concerns. Candidates must have a high school diploma or GED (or two years of related experience), accurate typing skills (40 WPM minimum), and proficiency with technology. Previous healthcare office experience and Spanish language proficiency are preferred.