Open Door Health Center

Job Summary:

The Patient Services Representative (PSR) is responsible for managing all phases of the patient encounter check-in and check-out processes. The PSR works in a team environment in an effective and efficient manner to ensure excellent customer service and patient centered care.

Job Responsibilities

• Effectively perform all check-in duties:
  • Greet patients in a timely manner.
  • Direct patients, vendors, guests to the appropriate person.
  • Verification of identity and gather all required data and forms for the appointment.
  • Data enter information accurately and timely in the appropriate EHR system.
  • Answering and returning phone calls as needed.
  • Open and close clinic doors at the appropriate scheduled hours.
• Effectively perform all check-out duties:
  • Greet patients in a timely manner.
  • Collect all required data and forms.
  • Meet with patients on payments and to determine eligibility for Sliding Fee Program.
  • Educate patients to the financial process and options for the cost of their services.
  • Collect payment from patients.
  • Set up payment plans.
  • Data entry of payment into appropriate EHR system.
  • Reschedule appointments or refer to scheduling when appropriate.
• Understand and refer patients eligible for programs to the appropriate staff member.
• Ability to navigate difficult situations and emergency processes.
• Keep the department Manager updated with any changes, concerns or issues regarding patients, programs, daily operations, outreach events, equipment needs, etc.
• If bilingual, accurately and professionally interpret conversations.
  • If not bilingual, use appropriate and approved communication tool as needed.
• Develop and maintain relationships with other ODHC staff to ensure efficient daily operations of all departments.
• Be knowledgeable of ODHC services to provide integrated care to assist patients/families in accessing needed resources.
• Know, understand, and ensure adherence to the organization’s policy related to the patients’ right for confidential care and HIPAA.
• Keep updated on ODHC current events, changes in the workplace, policies and procedures.
• Read email, Intranet, and other communication tools on a regular schedule and respond in a timely manner to requests, where applicable.
• Perform other tasks as assigned.

Knowledge, Skills, Abilities, Qualifications:

• A minimum of a High School Diploma or equivalent.
• Experience working in a customer/patient service position.
• Experience working with a diverse population of people.
• Strong interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent time management and organizational skills.
• Ability to work independently or in a team environment.
• Confidence, professional judgement and grace under pressure.
• Knowledge of financial assistance/insurance programs are a plus.

Bi-lingual in Spanish or Somali language and understanding of the Latino and/or Somali culture is a requirement.