We are looking for Patient Service Representative (PSR) to join our Team! The Medical Health Associates of WNY (MHA) is the largest pediatric group practice in Western New York, and the PSR provides high quality care to pediatric, adolescent, and young adult patients in an office setting. This is an on-site position, not eligible for remote work.

Full-time position is available at the following offices:

• Tonawanda Pediatrics (West Amherst)

Part-time position is available at the following offices:

• Williamsville Pediatrics (Williamsville)
• Tonawanda Pediatrics (West Amherst)

JOB SUMMARY: The Patient Service Representative will provide excellent customer service to patients and families in an office setting. Patient Service Representatives are responsible for providing administrative support to ensure the efficient operation of the medical office. Employees make a positive IMPACT by demonstrating the Company’s Core Values while in the workplace: Integrity, Making a Difference, Positivity, Adaptability, Compassion, and Teamwork. PCA’s perform functions in accordance with Medical Health Associates of WNY policy and procedure and as directed by management and/or providers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Administrative Duties (may include, but not limited to):

· Greet patients and visitors, check-in patients and direct to appropriate waiting areas.

· Ensure all forms, consents, and screenings are completed by patients and/or parents.

· Answer/direct incoming phone calls and retrieve/direct messages from voicemail lines.

· Schedule and confirm appointments; perform follow-up on missed appointments.

· Compile information and maintain patient record in Electronic Medical Record system.

· Receive and route messages and documents (such as lab results) to appropriate staff.

· Answer billing questions left on the billing line.

· Confirm insurance eligibility through online verification tools.

· Collect co-pays and balances, post charges and run reports for end of day balance sheet.

· Complete record requests for transfer; transmit medical records (mail, email, fax, EMR).

· Facilitate patient flow and communicate delays with patients and providers.

· Check-out patients, schedule future appointments, and assist with referral process.

Other Duties (may include, but not limited to):

· Demonstrate the primary goal of customer satisfaction through positive interactions with patients, parents, providers, colleagues, and other members of the patient care team in a respectful, courteous, confidential, and caring manner.

· Participate in quality assurance/quality improvement programs and activities within the practice setting.

· Attend and participate in required in-service and mandatory meetings for continuous quality improvements.

· Support change and new programs to improve patient care and staff morale.

· Protect the privacy and security of confidential and sensitive patient information.

· Assist with training and serve as a resource for other staff.

· Perform any other tasks as assigned by the manager, or as directed by a provider.

ESSENTIAL SKILLS

· Enjoy working with infants, children, teens, and young adults.

· Customer service skills, interpersonal skills, and team player mentality.

· Display empathy, compassion, patience, sensitivity, and understanding.

· Strong communication skills.

· Organizational skills, time management skills, and attention to detail.

· Ability to work well under pressure and remain calm.

· Flexibility and Adaptability.

· Critical thinking and creative problem-solving skills.

· Demonstrate good judgment and decision-making skills.

· Display initiative, motivation, and a willingness to learn.

· Maintain patient confidentiality and uphold professional ethics.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required.

MINIMUM EDUCATION and/or EXPERIENCE

· High school diploma or equivalent.

· One year of experience in customer service, clerical, or reception preferred.

· Basic computer literacy.

· Proficiency with medical record technology.

-MEDENT experience/knowledge preferred.

PHYSICAL DEMAND/WORK ENVIRONMENT

· Must be able to lift 25 lbs. Must be able to walk, stand and sit for extended periods. Includes but is not limited to bending, squatting, reaching, and carrying. The employee must be able to lift, pull and bend or assist to physically restrain a combative patient.

· Employee is required to talk and hear through direct patient contact and telephone conversation. Requires close vision work with computer and keyboard entry.

· Well lit, secure, controlled temperature environment with noise level quiet to moderate.

· Tasks may involve exposure risk to blood and body fluids. Must observe guidelines to guard against disease, accidental needle sticks and exposure to instrument sterilizing chemicals.

EMPLOYMENT CONDITIONS: The employee will be employed under the provisions of MHA’s general employment policies as written and amended in MHA’s employee handbook. The employee will be held accountable for the provision of patient confidentiality both within and outside the office setting. The employee will always maintain a respectful attitude towards patients and employees.