Patient Service Representative
The Patient Service Representative (PSR) is responsible for providing quality customer service to Finger Lakes Community Health patients and serves as a resource and guide. This position ensures the various patient scheduling, check-in, and payment collection duties are completed and documented appropriately.
Health Center Operations
- Open and/or close building in accordance with Finger Lakes Community Health hours of operation
- Clean waiting room prior to opening and throughout the day
- Attend morning huddle meeting with patient care team to address scheduling concerns
Patient Appointments
- Schedule patient appointments as requested from provider, patients, telephone encounters, or actions
- Call patient to confirm upcoming appointment
- Verify patient insurance coverage and eligibility
- Identify back balances and financial responsibilities of the patient.
- Document no shows, cancellations, or rescheduled appointments in the electronic health record system
- Identify additional Finger Lakes Community Health services that the patient may benefit from
Patient Check-In
- Greet patient upon arrival
- Give patient necessary forms for completion
- Assist patient with form completion or Kiosk check-in process
- Review paperwork for completion and accuracy
- Input Data, witness signatures, and scan paperwork into the patient record
- Verify and/or update patient personal information at every contact with a patient
- Change patient status in electronic health record system when patient is ready to be seen
Patient Payment
- Educate patient on Finger Lakes Community Health sliding fee scale and payment assistance programs
- Collect required documentation for payment assistance programs
- Inform patient of current account balance and collect payment
- Assist patient with Payment Plans for outstanding balances
- Post payment into the electronic health records system
- Reconcile daily payments and cashbox
Documentation
- Submit telephone encounters and actions in the electronic health record system
- Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures
Education and Qualifications
- High School or Equivalency Diploma
- Prior experience a plus, but not required
- The ability to work flexible hours -- some evenings are required
- The ability to communicate fluently in Spanish and English preferred
- A valid New York State driver's license in compliance with FLCH drivers' policy
Physical Requirements
- Must be able to hear and communicate with clients and staff on the telephone and those who are served in person.
- Must be able to lift up to 40 pounds.
- Must have vision that is adequate to read memo's computer screen, registration forms, and other documents.
- Must possess manual dexterity, to perform writing and keyboarding tasks.
- Prolonged periods of sitting and working at a computer.
- OSHA Level II