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Patient Service Rep Level I

Uphams Corner Health Committee Inc

This is a Contract position in Dorchester, MA posted November 24, 2021.

Under supervision, perform varied reception, appointment, secretarial and/or clerical duties

Registration Tasks

  • Register new patients and check in patients with scheduled appointments and walk-ins to Urgent Care
  • Enter all demographic, account, and insurance coverage information accurately and completely following all protocols
  • Collect , scan and obtain signatures on all patient compliance-related documents
  • PCP and primary care location assignments of all new patients following protocols
  • Verify patient insurance coverage, eligibility printouts, and address any escalated patient insurance issues for the Pharmacy

Check In Tasks

  • Efficiently and appropriately manage and prioritize patient flow with the goal of assuring patients are not late to see the provider due to delays in check in
  • Accurately verify patient insurance coverage, account and demographic information; make sure the correct visit type is selected for the patient visit
  • Based on patient income, assist patient sin completing the Sliding Scale Discount application, calculate and accurately enter the patients’ sliding scale discount in the patent database system and provide accurate and complete education to the patient on the sliding scale program at UCHC
  • Proactively collect copayments and self payments (including outstanding balances from deductibles, unpaid co-pays and self payments) following all cash collection policy and procedures; staff follow collection scripts with patients on a consistent basis; educate patients on their financial responsibilities

Information Desk Tasks

  • Welcomes, greets, and appropriately directs all patients and other customers walking into UCHC Lobby
  • Knowledge/competence in UCHC Emergency Codes and process, including use of Emergency Button and Overhead Paging
  • Manage patient requests for free transportation through BMC, specifically Uber
  • Promote, educate, and facilitate access to My Chart, the patient portal with the goal of increasing patient participation in My Chart
  • Manage the Visitor Badges process for visitors to the 415 building
  • Accept all incoming mail and route to BHSS for processing; handles deliveries

BHSS Tasks

  • Knowledge of BH insurance coverage plans and referral insurance authorization requirements
  • Manage walk-ins for Advocate and other BHSS staff by communicating with the Advocates/BHSS staff
  • Manage the front end of the Immigration Physical Form Process for Advocates, check in and collect payments specific to immigration-related visits
  • Answer calls,
  • Schedule appointments
  • Manage walk-ins to the BHSS Department
  • Strong interface with BHSS clinicians and staff
  • Process incoming and outgoing mail

Urgent Care Tasks

  • Check in using OCHIN’s Snapboard;
  • Knowledge of Urgent Care Provider, Nurse, and Lab Schedule Templates; changes to servicing providers are updated as needed
  • In collaboration with nursing, triage all walk-ins to determine what category the patient falls into: Patient Fast Track or Other
  • Check in for Lab and X-Ray

General

  • Follow downtime procedures when systems may be not functioning
  • Must be willing to work evenings, Saturdays and/or Holidays
  • Cross trained to cover other duties as needed
  • Attend staff meetings
  • Other duties and special projects during downtime
  • Knowledge of Security-related and Medical Codes (Blue, Red, Yellow, Silver) as well as use of Panic Button
  • Check in patients at seasonal flu shot clinics

Minimum Basic Knowledge:

  • High School Diploma
  • Bilingual (Spanish or Portuguese Creole and English)

Experience & Qualifications:

  • Prior customer service/reception and health care administrative experience preferred
  • Knowledge of medical and BHSS insurance plans
  • Ability to work with persons with disabilities and seniors
  • Demonstrated oral and written communication/documentation skills
  • Language capabilities strongly preferred
  • Experience working in a fast-paced, diverse environment
  • Ability to manage multiple and diverse tasks simultaneously
  • Independent decision making and problem solving skills
  • Demonstrated initiative and leadership capabilities
  • Experience and demonstrated proficiency in computer systems and PC-based software.
  • Excellent customer service skills
  • Ability to work effectively within a team

Independent Action:

As described above at “Duties & Responsibilities”

Supervisory Responsibility:

Coordinate all Telephone/Scheduling assignments with the assigned Telephone/Scheduling Staff and the Call Center Manager.