the leader in providing quality services and programs which meet or exceed the expectations of our patients. The values of the Center are transparency, empathy, quality, and value.
The main focus for a PSS is to provide the utmost highest quality of customer service care by interacting with patients, patient's families, community partners, and fellow coworkers whether on phone or in person, to meet the need of our patients and the goals of MyCHN. Each PSS will demonstrate through their work ethics to be a self-motivated learner, with a positive attitude, sense of optimism, ownership, and commitment to their position.
ESSENTIAL JOB DUTIES:
• Customer Service
o Provides high level of customer service within all interactions with patients, patient's families, community partners, and fellow co-workers.
o Staying informed of all P&P of MyCHN within scope of work to appropriately answer calls and accurately delivering correct information to the caller.
o conducting oneself with professional phone etiquette.
o Properly document all communication with the caller in the appropriate area and route messages to correct recipient.
o Maintain patient confidentially and adhere to MyCHN policy’s when releasing protected health information (PHI)
o Assist to resolve minor patient concerns by using critical thinking and problem-solving skills; then routing the higher concerns to the appropriate management.
• Scheduling
o Maintain a set knowledge of the OpenEMR [EHR system] to properly schedule to all clinical providers for all locations
o Staying current with scheduling changes to ensure operational flow runs smoothly
o Adhering to set parameters for particular providers set by CMO to ensure proper scheduling
o Completes prior and day of confirmations to scheduled patients
o Reviews patient's accounts to provide patient with all pertinent information prior to their appointment
o Performs daily recall task to ensure patients preventative visits are being schedule and completed
• Arrival of Patients
o Ensure accurate disposition of patient's registration time, update the patient status accordingly.
o Make sure all patient's sign-in for any service they are arriving for, and document all appropriate information set by the manager.
• Registration
o Reviewing established patient charts to ensure all documents [i.e., ID, consent, and demographic] forms are present and up to date, if they are not maintaining a list to ensure patient's information is updated upon arrival.
o Preparing new patients forms to patient to complete upon arrival and maintain compliance for continuous quality efforts.
o Review with the patient of all the information which is being collected on the registration forms [i.e., patient portal, permissions, and etc.] before/ after the patient completes them.
o Prepare to discuss with patient any co-payments, co-insurance, and/or deductibles which need to be collected prior to patient being seen.
o Process all money transactions from patient with any services [i.e., pharmacy, exams, and medication] through the Center's OpenEMR system and producing a receipt.
• Checkout of Patient
o Provide the patient with a copy of their patient experience via Patient Summary form.
o Schedules follow-up appointments and return to office [RTO's] when directed by clinical staff.
• Daily Close-out
o Reconcile cash drawer with OpenEMR report to ensure recording of all revenue collected from the patient
o Ensure cash and credit card receipts are prepared and ready for transfer to accounting department by the beginning of the next business day
QUALIFICATIONS:
• High school diploma or GED.
• Clerical or front office experience in a medical or dental facility.
• Bilingual ability in Spanish preferred.
• Familiarity with office equipment: computer keyboarding, calculators, photocopiers, and faxes.
• Ability to communicate clearly and effectively.
• Ability to work with people of all socioeconomic levels.
Additional Requirements:
• Strong team player with a focus on collaboration.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to handle multiple projects simultaneously.
• Consumer advocate for quality health care and services.
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