Job Description

Under the general supervision of the Patient Service Center Supervisor, the Patient Service Center Representative/Scheduler supports the MedLink Health Center(s) and Practice Manager (s) by answering patient calls and inquires, scheduling appointments, assisting with referrals and directing patients, as needed, to other departments. As a recognized patient-centered medical home (PCMH), every employee is responsible for ensuring the successful implementation of quality, comprehensive patient-centered care as a member of the patients care team. By performing the job expectations described below you will be an active member of the care team thereby patients are assured access to team-based, coordinated, comprehensive, quality care.

Must have an active Medical Assisting Certification or be a Certified Nursing Assistant

ESSENTIAL DUTIES AND RESPONSIBILITIES (

include, but are not limited to, the following)

Answers all telephone calls promptly in a polite and professional manner Acts as a liaison for patient and provider with doctors, hospitals, and pharmacies Assists with coordination of care by sending requested documents, orders, or records for patient to requesting provider Answers questions and offers other information, as requested, to provide patient centered service and a positive impression of our organization Schedules appointments for patients and/or routes inquiries and calls as necessary Captures and enters accurate patient demographic information into Athena Reviews appointment information; date, time, location and provider name with patient Reminds patient of MedLink's no call/no show policy when scheduling appointments Verifies insurance including MCD/MCR and prepares third party insurance forms Maintains accurate and confidential patient records following HIPPA guidelines and regulations Acts as a liaison for the patient and the Patient Service Center. Directs calls to other departments and health centers as needed Uses sound judgement in handling calls Knowledge of when to escalate calls to Patient Service Center Supervisor Knowledge of EMR, referral coordination, hospital follow up coordination, imaging orders, and behavioral health scheduling procedures Immediately reports issues of complaints and/or irate patients to Patient Service Center Supervisor Provides assistance to other front line staff, including medical secretaries, medical assistants, providers, et al. as needed Prepares paperwork and clerical duties as necessary for the upkeep of patient records, insurance forms, gathering of statistical information and/or program documentation Works with Chronic Care Management staff to refer patients as needed Assist in helping referral coordinator with health centers inbox. Works with clinical staff in health centers in nurse inbox. Participate in team and staff meetings as required or requested Other duties as assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



In addition to

Required Education & Experience

to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Licensed Practical Nurse Degree or Medical Assistant Certification. At least one year of experience/exposure to medical records. Strong verbal and written communication skills Extremely dedicated in providing outstanding customer/patient service * Excellent organizational skills and attention to detail