Primary Purpose

The Patient Services Specialist is responsible for obtaining complete, accurate patient information and required documents when doing patient scheduling, registration and collections per KPHC policies and procedures. All patient information must be entered into Centricity and required documents scanned. Monitor front office activities and use effective communication with all departments to ensure a positive patient experience.

The person in this position is a member of the Patient Centered Health Care Home team where each team member plays an integral role in providing patient-centered health care.

Essential Duties

Quality Assurance

Demonstrate accuracy with registration and collections consistently
Promote and improve team customer service; greet all patients, smooth patient flow
Phone calls answered or retrieved and responded to with minimal wait/hold times
Give performance feedback to supervisor and team members

Customer Service

Acknowledges and greets all internal and external customers in a prompt, courteous, helpful manner using effective interpersonal communication skill
Answers general questions and refers individuals as necessary to the appropriate person(s) or department (ie. Eligibility staff, Triage nurse)

Patient Registration

Ensures new patient registration forms are complete, accurate and scanned
Arrive patient immediately and complete registration when sign in form returned
Updates patient information (ie. address, telephone number, insurance verification via internet or phone call to insurance company, income verification, obtain referral from PCP if KPHC not PCP) consistently for every patient visit. Type any missing information into Patient alert notes box.
Create chart for new obstetric patients
Scans signed and dated required documents to import into registration attachment box (ie. insurance cards, legal guardianship document, income verification form(s))
Provides individual with a copy of KPHC

Appointment Scheduling

Schedules and/or update status of appointments to confirmed
Ask patient to bring insurance card(s) or required documents if they want to see if they qualify for Medicaid and/or Sliding Fee Discount Program
Remind patients to bring all their medications
Notate whether patient had any ER, Hospital or Other provider visits (when, where, bring copy of records)
Advise patient to bring any forms they need to be filled out and explain that forms may not be filled on same day of appointment
Link interpreter as necessary
Knowledgeable of provider's scheduling protocols. Discuss questionable appointment with nursing staff or provider if outside of schedule protocol.

Telephone System

Answers phone calls with appropriate salutation and identification of person answering phone in a prompt, courteous manner
Positive Transfer of calls being directed to appropriate staff or department
Pre-register new patients, verify all required information
Retrieve and respond to phone messages

Other Responsibilities

Maintains patient confidentiality and privacy at all times
Promotes patients' rights and is knowledgeable of the patient complaint process
Knowledgeable of Patient Registration folder contents. Maintains folder to ensure contents are the most current information
Complete deposit slips daily and drop envelope with deposit into safe daily
Verify insurance 2 days prior to patients scheduled appointments

Other Duties

Perform other related duties as assigned
Observe safety and security procedures; determine appropriate actions beyond guidelines; report potentially unsafe conditions; use equipment and materials properly
Covers for other staff as necessary

Skills/Knowledge

Minimum Qualification Requirements

2 years of experience as a receptionist or customer service representative in a hospitality, office, or healthcare setting
Possess exceptional customer service skills
Ability to interact with people from multiple backgrounds with respect and understanding
Knowledge of MS office including Excel and Word
Knowledge of Electronic Medical Records preferred
Ability to multitask, prioritize and use problem solving skills
Familiarity with medical terminology preferred
Must have reliable on-site attendance

Education

High School Diploma/GED required
Associates Degree or equivalent combination of education and experience (ie. Medical assistant) preferred.

Kalihi-Palama Health Center is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Kalihi-Palama Health Center

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