Overview:
The Patient Services Associate is responsible for supporting the needs of the department which includes, but is not limited to, the following: directing patients/visitors, handling patient phone calls, scheduling visits, recording insurance and demographic data. A Patient Services Associate must exhibit a friendly and helpful affect towards parties within and outside the corporation. All duties are based on clinical operations needs as directed by the Operations Manager and/or Coordinator.
Responsibilities:
Patient Reception
- Greet and direct patients while serving in a general capacity of “information assistance”
- Schedule appointments using protocols established within the department
- Conduct “reminder calls” to ensure patients arrive timely for their appointments
- Provide/accept patient-specific forms at the time of check-in
Information Gathering
- Ensure accurate charting of demographics, insurance coverage, and additional data as needed
- Provide data collection as directed by management
- re-registers patients and verifies insurance coverage
- answer multiple incoming phone calls and relay appropriate information
- Ensure faxes are handled and addressed regularly throughout the course of a day
Patient Service
- Assists providers and co-workers as part of the health care team
- Check patients in and out of the clinic
- Prepares, cleans and maintains patient areas according to proper infection control standards
- Assists with clinic flow to ensure efficiency. Seeks out other tasks to assist with patient flow.
- Assists with the medication refill process
- Monitors and reviews patient schedule daily
- Manage and support the referral/intake process
- Medication prior authorizations are completed timely and any additional assistance required from the clinical team is requested and monitored on a daily basis
- Run Michigan Automated Prescription System (MAPS) on patients when appropriate and relay this information to the providers
General Office Support
- Orders, stocks and prepares supplies and equipment, as assigned
- Assist with quality improvement projects, as requested
- Employee may be provided other duties as assigned
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Medical Records
- Record Maintenance and Quality Control
- Paper charts to be stored and purged, as needed
- Data entry, edits, and updates all appropriate systems
- Records shall be maintained in a manner that is accurate, current and secure
- Outside documents will be scanned/filed in patient’s EMR
- Public Service, Problem Solving and Legal Compliance. Employee will ensure that:
- Phone calls are triaged to appropriate parties and/or information is gathered in response to patient requests, insurance companies and other physician offices
- Patients with record or related requests should be assisted in a timely and friendly manner
- Patient release forms for incoming and outgoing records (as per legal guidelines ROI) are completed timely
- Patient confidentiality is adhered to with the utmost importance
WORKING ENVIRONMENT/PHYSICAL DEMANDS:
Prolonged sitting, word processing and telephone operations. Occasional lifting up to 20 pounds. Distracting, active office environment.
The above description provides a brief overview of the essential duties, responsibilities, qualifications, and requirements. It should not be construed as all encompassing. Additional duties may be assigned or deleted as needed.
Qualifications:
- Minimum of high school diploma
- Strong knowledge of medical terminology
- Attention to detail
- Medical background preferred
- Proficient in the use of computers and scheduling software or ability to learn applicable software.
- Clerical and office support work coupled with keyboarding, and computer proficiency. Multi-specialty clinic setting preferred.
- Proficient written and verbal communication skills with multicultural sensitivity.
CMU is an AA/EO institution, providing equal opportunity to all persons, including minorities, females, veterans, and individuals with disabilities.
