Patient Services Representative Medical at Mission Hospital Camino Health Center – San Juan Capistrano, California

Essential Function

Communication

• Communicates with clients and patients in a respectful manner that creates and sustains positive working relationships.
• Welcomes patients and verifies appointment time and type.
• Assists patients and caretakers with the completion of medical history forms as needed.
• Verifies patient eligibility to participate in public programs.
• Addresses patient questions concerning services or method of payment.
• Administers the Certification of Income form and documents sliding fee schedule eligibility.
• Explains insurance coverage.
• Schedules patient appointments.
• Answers all incoming calls in a timely manner and responds appropriately, in a manner that conveys the health center’s core values.
• Provides information for special needs.
• Makes simple referrals to other agencies.
• Calls patients to remind them of their upcoming appointments.

Documentation and Patient Flow

• Accurately checks-in and acknowledges patients in the EHR.
• Collects demographic and health information needed to facilitate the patient encounter.
• Accurately enters registration information for new patients and updates for established patients in the EHR.
• Ensures patient registration information forms are complete and signed.
• Ensures the annual update to the Certification of Income form is completed and accurately documented in the EHR.
• Collects insurance cards and MSN acceptance letters when applicable.
• Accurately collects and documents co-payments, nominal fees and sliding fees.
• Discusses account balances and asks for past due payments.
• Provides patients with a statement of charges and payments.
• Reconciles cash collected daily and ensures that money has been secured in the safe.
• Obtains consent for treatment for all family members.
• Accurately completes all forms required for eligibility certification for public programs, including but not limited to CDP, CHDP, and CAIR.
• As appropriate, informs other health center team members of any specific patient needs.

Medical Records

• Monitors electronic fax queues and accurately e-files documents.
• Distributes correspondence to Provider’s bins from e-fax queue.
• Reviews Medical Records message queue and using standard protocols, acts on each item accurately and in a timely manner.
• Answers medical records phone calls and retrieves voice messages and acts on each consistent with standard protocols.
• Facilitates the release of medical records in a manner consistent with health center policies and applicable HIPAA regulations.
• Assists Medical Assistants with obtaining medical records as requested.