Patient Services Representative - Military Veterans

General Statement of Responsibilities:

Teamwork is an essential skill to promote synergy within the organization. Must be able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit. Must have excellent communication skills and be able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well. Staff is expected to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.

The intent is that on any given day staff will be engaged in some or most of these tasks, but that the task mix may vary from day to day depending on patient flow.

Front Desk Check-In:

• Welcomes, guides and directs visitors and other customers.
• Checks in patients in an accurate, efficient, and timely manner, and professional manner
• Captures or completes the registration process in an accurate, efficient, and timely manner
• Identifies and accurately collects co-pays or appropriate fees/payments
• Collection of documentation of informed consent to services, and rights and responsibilities of the patient and the organization. Privacy of health information, managing the release of protected health information as requested.
• Provide patients with appropriate forms, questionnaires, etc
• Directs patients to the appropriate care area
• Cleans and maintains a neat and orderly clinic lobby/patient areas and work areas
• Resolves non-clinical patient issues, provides backup and coverage as needed.
• Prioritizes between these functions on an ongoing basis to maximize efficiencies of clinic schedules and reduce patient waiting times.
• Communicate to patients: Information about the organization's services, such as: access to Urgent Care, Gopher Quick Clinic, Primary Care, Women's Health, Physical Therapy, Nutrition, Travel Clinic and other areas of clinical services.
• Arranges any accommodation or interpreter services needed for the patient visit.
• Answers telephone, responds appropriately to the caller and redirect calls as needed
• Takes and relays messages requiring follow-up to appropriate individuals
• Maintains knowledge of appointment scheduling practices, policies and procedures.
• Schedules appointments or procedures in clinic in an accurate and timely manner
• Front desk resource/liaison for patients, providers, staff
• Information about the organization's consumer feedback, complaint procedures, and assisting them to access these processes as needed.
• Maintain confidentiality of patient health data.

Complete mandated requirements such as HIPAA training, OSHA and MERTKA reviews Information Desk:

• Welcomes, guides and directs patients, visitors and other customers.
• Answer the main information desk line and process the callers request or transfer to appropriate service location.
• Respond to emergencies; this may require a call to the internal emergency number or communicating with Urgent Care RN.
• Maintain and secure patient pick-up file folders as well as verifying identity of persons picking up information.
• Assisting students with MN Law vaccine requirements; student class hold removals by telephone, fax or by mail-in.
• Collect and if appropriate sign for delivered items and notify recipients.
• Assist patients with referral processing.

Referrals:

• Internal referrals-Direct patients to the Appointment Desk or appointment telephone line.
• External referrals-Review patient's insurance and if covered by the SBP advise the patient of the 80/20 coverage benefit.
• Refer patients to Student Insurance for benefit questions related to one of the student plans and to patients' member services representative if covered by their own commercial insurance plan.
• Schedule all services that require assistance, or when the patient needs or requests assistance.
• Complete EMR documentation.
• Provide the patient with directions and clinic information.

Work Environment:

• Promote a safe, equitable, and respectful environment in which concerns can be addressed effectively.

Physical Demands:

Continuous sitting or standing with sit and stand workstation. Occasional walking. Occasional standing. Frequent repetitive grasping, twisting/turning to perform various front desk duties such as entering data into the computer system, grabbing patient labels, standing to talk to patients or walking to assist patients and/or staff. Frequent speaking, listening and hearing interaction with patients who may be sick, staff, and the general public.

Required Qualifications:

• Business college, office skills training, university level education, clerical experience involving contact with the public, or a combination of related medical clerical / receptionist experience and education to total four years.
• Experience in a related health clinic clerical position.
• Experience with an electronic medical record system.
• Experience in a multicultural medical or social services setting.
• Must be able to communicate verbally and in writing in clear understandable English.
• Demonstrated customer services/patient relations skills and experience.
• Demonstrated critical thinking skills and detail oriented.
• Demonstrate ability to function with multiple priorities and interruptions.
• Flexible with assignments and able to perform a wide variety of front desk functions
• Demonstrated commitment to promoting a culture that respects and advances diversity and inclusion.

Preferred Qualifications:

• Previous experience working with projects involving data collection and patient relations.
• Strong skills and experience in Insurance verification; data collection and data capture in electronic medical record (EMR).
• Proven ability to learn job skills and provide patient services
• Proven ability to accurately schedule appointments
• Experience working with individuals from diverse racial, ethnic, and socioeconomic backgrounds.