The Patient Specialist (PS) is an administrative/clerical professional who serves as a receptionist within the Patient Centered Medical Home practice. The PS maintains electronic health records, performs administrative functions including reception, scheduling, answering phones, filing, and other general office duties.
ESSENTIAL JOB FUNCTIONS
- Participates in daily care team huddle.
- Assist with pre-visit planning as appropriate.
- Coordinates and works with the patient care team structure and processes.
- Checks patients in for their appointments and checks patient out following their appointments.
- Schedules patients for appointments.
- Schedules hospital discharges and follow up appointments in coordination with Care Coordination.
- Answers and directs telephone calls; documents calls or conversations in the electronic health record.
- Obtains updated clerical information in accordance with procedural guidelines ensuring that all appropriate document/information has been entered at the time of registration.
- Collect co-pays and accurately report batches.
- Asks each patient about income level. Offers a sliding scale application if appropriate and documents in patient’s chart.
- Utilizes higher education, seminars, professional publications and webinars to remain current in profession.
- Monitors waiting room for patients that may not be tended to, cleans waiting room on a daily basis.
- Monitor/Assist patients with use of patient kiosks for check-in/screening.
- Participates in all safety program training, drills and education sessions AND may include assignment to an emergency response team.
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES
- Performs other duties as assigned.
- Good organizational skills to handle multiple priorities while remaining professional and calm.
- Ability to work with many diverse people.
- Effective telephone skills.
- Strong level of confidentiality due to the sensitivity of materials and information handled.
- Must be able to make suggestions on workflow or system efficiency and effectiveness.
- Ability to work independently and be self-directed and flexible.
- Ability to prioritize.
- Ability to perform functions with minimal supervision.
- Ability to work at a high-volume level of accuracy.
- Maintains professional boundaries with co-workers, ensuring all follows company policies.
- Be committed to the mission of the Hometown Health Center.
- Behave in a professional manner and consistently demonstrate and promote the values of respect, honesty, and dignity for the patient, families, and all members of the healthcare team.
- Committed to the constant pursuit of excellence and teamwork in improving the care of the patient and families of Hometown Health Center and the Patient Centered Medical Home Neighborhood.
- Be punctual for scheduled work and use time appropriately.
- Perform duties in a conscientious, cooperative manner.
- Perform required amount of work in a timely fashion with a minimum of errors.
- Be neat and maintain a professional appearance.
- Maintain confidentiality and protect the Practice by abiding by laws and principles related to confidentiality; keep information concerning Practice Operations, patients and employees confidential.
- This position requires compliance with Health Center’s compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element considered as part of the Patient Specialist’s regular performance evaluation.
- Adhere to Hometown Health Center’s employee immunization policy.
The physical requirements described here are representative of those that must be met by the Incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand or sit for prolonged periods of time, and talk and hear. The employee is occasionally required to walk and use hands to operate a standard computer keyboard. The employee may occasionally lift and/or move up to 10 pounds. Vision requirements include: close vision, distance vision, depth perception, and the ability to adjust focus.
The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in a busy medical office environment with many interruptions. Very active, fast paced position with short deadlines. At times, must interact with irate patients and remain calm and professional. The work environment has multiple interruptions; deadlines (sometimes short lead time); requires incumbent to be personable at all times (phone, public, employees); with ability to read multiple handwriting. This position must be able to do multiple tasks in a short time span. Must be willing to travel between all HOMETOWN Health Center offices for coverage when requested by Supervisor.
QUALIFICATIONS NEEDED FOR POSITION
The following experience and skills are considered essential:
- At least two years of experience working in a medical office preferred.
- Strong organizational skills.
- Ability to be professional and courteous with internal and external customers at all times, including under stress.
- Ability to work both independently and as part of a team.
- Ability to communicate articulately and comprehend written and verbal communications.
- Willingness to learn and take on new challenges, roles and duties.
The following education requirements are considered essential:
- High School graduate or the equivalent.
- Completion of medical terminology course preferred.
** All requirements and skills are considered to be essential, unless otherwise indicated. **
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.
The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.