I. JOB TITLE:
A. POSITION: Customer Service Representative
B. REPORTS TO: Clinic Supervisor
C. PROGRAM: CHC
D. OSHA Category: 3
II. JOB SUMMARY:
To serve as the primary source of contact for patients at Centro del Barrio clinics and as such is responsible for welcoming patients into the system and ensuring they have positive experiences. Registers and processes all patients/families requesting health care services. Conducts and records patient financial reviews, billings, collections and data summaries relevant to the agency’s annual UDS report.
III. DUTIES AND RESPONSIBILITIES:
A. Locates accounts in practice management system using name, alias, family members, SSN, and account numbers.
B. Enter charges for self pay, insurance co-pays, and eligibility programs. Reconciles charges and payments at the end of each day. Maintain error-free balance sheets.
C. Assist patients and visitors that walk into the clinic. Answer telephones identifying self and name of clinic.
D. Maintains excellent understanding of insurance (especially Medicaid and CHIP) and eligibility programs.
E. Schedules patient appointments according to established protocols.
F. Maintains 100% self pay collection rate. Collect and secure all payments received at Clinic and abide by Daily Deposit Protocols.
G. Performs intake interview on all new patients using a standard registration form and financial packet. Calculates annual household income. Reviews and updates household's financial and demographic information annually.
H. Assemble necessary medical/dental record forms for specific patient categories and initiate encounter form as necessary.
I. Follow-up on no-shows as directed by provider.
J. Assist clinical teams in patient assessment via observation and notify clinician in the event of an emergency.
K. Participate in the agency’s Quality Improvement Program.
L. Other duties as assigned by the immediate supervisor.
IV. PERFORMANCE STANDARDS:
Performance will be evaluated by the Clinic Director using the Performance Evaluation CdB Form No. 1006c (Rev 1/2000) wherein a satisfactory overall rating is considered as a minimum acceptable level of performance.
A. Education: Minimum of HS Diploma or equivalent; one year of college or Medical Assistant certification preferred.
B. Experience: General experience working in a health care setting; experience in bookkeeping or accounting preferred.
Strong clerical skills to include keyboarding and a good understanding of basic math. Some computer knowledge and use of calculator.
Bilingual English/Spanish (preferred).
VI. PHYSICAL REQUIREMENTS:
A. Must be able to perform the essential functions of the position
B. Must be able to meet the attendance requirements of the position.
C. Must not pose a threat to the health or safety of other individuals in the workplace.
D. Physical ability to lift up to 20 pounds unassisted.
E. Must be able to deliver excellent customer service, externally and internally