Patient Services

• Billing & Insurance:

  • Collect co-pays, outstanding balances, and required documentation.
  • Explain basic billing questions or escalate as needed.
  • Process insurance verifications and authorizations.

• Administrative & Clerical Tasks:

  • Communicate effectively and clearly; works effectively with co-workers as a team member and performs duties of other clerical personnel.
  • Manage incoming calls, messages, and emails.
  • Maintain organized and accurate patient records.
  • Perform data entry and document management.
  • Coordinate with clinical and administrative staff.
  • Supplements office staff as reception tasks permit by assisting with photocopying, computer input/typing, scheduling laboratory or radiology work as directed.

• Accessing Cerner:

  • Performs other duties as assigned.

• Operational Support:

  • Assist with waiting room management and patient flow.
  • Follow HIPAA guidelines and internal policies.
  • Support quality improvement initiatives.
  • Handle patient concerns or route them appropriately.

The job holder must demonstrate competencies applicable to the job position.

EDUCATION:

High school diploma or GED.

EXPERIENCE:

Minimum of one year experience in a customer service setting, preferably six months receptionist experience in a health care setting and experience with office equipment. Knowledge of medical terminology desirable. Word processing and computer experience.

SKILL LEVELS:

• Level I: Basic customer service skills. Learning medical terminology and insurance basics. Works under close supervision.
• Level II: Strong knowledge of insurance plans and workflows. Independent decision-making within guidelines. Less supervision required.
• Level III: Deep understanding of HER systems, insurance, and compliance. High autonomy. Advanced conflict resolution. Often involved in process improvement.

KNOWLEDGE AND ABILITIES:

• Plan, organize, delegate, and supervise.
• Evaluate the effectiveness of existing methods and procedures; developing, analyzing, and revising processes.
• Operate a variety of office equipment and computer programs.
• Apply policies and procedures.
• Set priorities among multiple requests.
• Interact with patients, medical and administrative staff, public effectively.
• Communicate clearly and effectively in person, in writing, or by phone.
• Comply with established policies and procedures.
• Plan and perform diversified duties requiring knowledge of patient relations and medical information management fields.
• Computer literate with proficiency in Microsoft Office applications.
• Basic financial skills, as well as analytical skills for trend and situational analysis desired.
• Interact effectively with people of varied educational, socioeconomic, and ethnic backgrounds, skill levels, and value systems; work with frequent interruptions; be a team player.

PHYSICAL DEMANDS:

• Sedentary Work: Ability to remain seated at a workstation for extended periods.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, phone, and office equipment.
• Visual Requirements: Sufficient vision to read printed materials and computer screens.
• Auditory Requirements: Ability to hear and respond to phone calls, conversations, and office sounds.
• Mobility: Occasional walking, bending, or reaching for files, supplies, or equipment.
• Lifting: May occasionally lift or move objects up to 50 lbs (e.g., office supplies or small packages).

MENTAL DEMANDS:

• Concentration & Attention to Detail: Ability to maintain focus and accuracy when handling data, reports, or multiple tasks.
• Decision-Making: Make sound judgments within established guidelines and timelines.
• Problem-Solving: Analyze information, identify issues, and develop appropriate solutions.
• Communication Skills: Clearly convey and receive information in both written and verbal form.
• Time Management: Prioritize multiple tasks, meet deadlines, and adapt to changing priorities.
• Stress Tolerance: Maintain professionalism and effectiveness in a fast-paced or occasionally high-pressure environment.
• Confidentiality: Exercise discretion and maintain sensitive information securely.

ENVIRONMENTAL CONDITIONS:

• Office Setting: Work is performed primarily in a professional office environment with controlled temperature and standard lighting.
• Noise Levels: Typically quiet to moderate, with occasional periods of higher activity during meetings or collaborative projects.
• Equipment Use: Frequent use of computers, phones, copiers, and other standard office equipment.
• Minimal Physical Risks: Limited exposure to hazards; occasional need to move light office materials or supplies (up to 50 lbs).

WORKING CONDITIONS:

• Schedule: Standard business hours with occasional need for overtime or flexible scheduling to meet project deadlines or attend events.
• Pace & Deadlines: Work may involve multiple priorities, time-sensitive tasks, and periods of high activity.
• Collaboration: Regular interaction and communication with team members, management, and external contacts.
• Technology Use: Consistent use of office software, email, and virtual meeting platforms.
• Professional Environment: Requires adherence to confidentiality, professionalism, and organizational policies at all times.