Pagosa Springs Medical Center · 10 hours ago
Health in Motion Patient Service Representative (Full-time)
Pagosa Springs Medical Center - PAGOSA SPRINGS, CO 81147
Full-time
Onsite
Entry Level
$18/hr - $22.38/hr
2+ years expPagosa Springs Medical Center is an award-winning, independent Critical Access Hospital serving the residents and visitors of Archuleta County and the surrounding region. The Patient Service Representative (PSR) for Health in Motion performs clerical tasks related to patient registration, scheduling, and discharge processes, ensuring accurate documentation and effective communication with patients.
Health CareHospital
Responsibilities
Performs a variety of clerical tasks related to the pre-service, registration, scheduling and discharge processes
Utilizes computer programs and applications to ensure proper documentation of pre-authorization (if assigned), patient registration, scheduling of appointments, and the collection of co-payments
Responsible for the accurate and efficient entering of patient information into the Electronic Health Record through the Registration Conversation
Enters, updates, and/or verifies patient demographics, insurance and co-payments for every encounter
Responsible for verifying insurance eligibility
Collects and posts insurance co-payments and patient payments
Works within the Scheduling Pools to ensure accurate and timely scheduling of Health in Motion patients
Answers the phone, takes messages, and transfers calls to other care team members
Processes faxes and facilitates the completion and uploading of various documents
Qualification
Required
High school diploma or equivalent
Must have proficient keyboarding and experience using computers
Current AHA BLS certification for healthcare providers is required
Basic computer knowledge (Microsoft Office, electronic health record)
Demonstrates ability to read, write, and clearly express one's self in English 100% of the time
Demonstrates ability to listen
Demonstrates ability to express or exchange ideas by means of spoken work, to impart oral information to others or the public and to convey detailed spoken instructions to others accurately, loudly, or quickly
Work is performed in a clinic office setting with exposure to work stress, environmental stress and frequent interruptions; noise level is moderate; frequent daily communications with patients, families, employees, vendors and/or the public
PSMC cross-trains job positions. This job description must cross-train to be able to effectively perform the job position(s) of: Specialist: Patient Access
This position IS NOT responsible for supervising other personnel
Exposure to blood, bodily fluids and communicable disease
Verbal or physical abuse
Potential equipment and device / product hazards
Liability due to current public consciousness
Potential sprain / strain from repetitive motions; prolonged sitting
Able to alternate between sitting and standing as needed
Able to ascend or descend ramps and/or stairs using feet and legs. Hands and arms may be used for balance, i.e., holding the rail
Clarity of vision at 20 feet or more
Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm as in gross manipulation
Using one or both feet or legs to move controls on machinery or equipment. Controls include but are not limited to pedals, buttons, levers, and cranks
Seizing, holding, grasping, turning, or otherwise working with hand(s). Fingers are involved only to the extent that they are an extension of the hand
Able to hear, understand, and distinguish speech and/or other sounds, i.e., machinery alarms, medical codes/alarms, one on one or in a group or conference
Entering text or data into a computer or other machine with a keyboard
Bending at the knees to come to rest on knee(s)
Raising or lowering an object from one level to another (includes upward pulling)
Transporting an object, usually by holding it in the hands or arms, but may occur on the shoulder
Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print, including the use of computers
Observing an area that can be seen up and down or right to left while eyes are fixed on a given point
Exerting force upon an object so that the object moves away from the force
Exerting force upon an object so that the object moves toward the force
Extending hand and arms from 0 up to 150 degrees in a vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position
Extending hands and arms in a 150-180 degrees vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position
Standing is to remain on one's feet in an upright position at a workstation without moving about. Walking is to move about on foot
Bending the body downward and forward by bending the spine at the waist – requiring full use of the lower extremities and back muscles
Adheres to our standards of conduct and culture (WISER) as defined by our policies and procedures including maintaining, always, an attitude of positive teamwork, compassion, integrity, and respect for our patients, visitors and staff
Demonstrates commitment to service excellence and promotes positive patient, visitor, and employee experiences
Establishes and maintains effective working relationships with others (i.e., co-workers, supervisors, patients, visitors, vendors of PSMC and the public)
Works effectively on PSMC/department team matters and recognizes situations which require teamwork
Must consistently demonstrate compliance with organizational-wide competency statements and performance criteria based on established quality and key performance indicators
Participates in employee training, disaster preparedness and emergency events
Reports potential safety issues as soon as possible
Demonstrates safe operation of equipment and uses supplies / materials / chemicals as directed by instructions for use
Wears non-slip footwear to prevent falls and/or injury
Follows established policies and procedures for employee illness and/or exposure to illness/disease. Does not come to work sick
Demonstrates proper phone etiquette when talking on the phone for business
Answers phone messages promptly, by the end of the business day or as established by your department
Demonstrates proper email etiquette when utilizing PSMC email account
Answers email messages promptly
Demonstrates a willingness to perform tasks and complete assigned work, does not leave unfinished tasks for others to complete
Complies with all PSMC policies including, without limitation, timely attendance, code for dress and decorum, no conflicts of interest, no harassment, fragrance free, use of personal devices at work etc
Complies with all PSMC and department procedures, rules and directives
Check email at least once daily when on-shift (full time employees); check email at least once weekly and/or when on-shift (part-time / per diem employees)
Maintains strict confidentiality of all patients matters and recognizes situations where confidentiality should be maintained even if not legally required. Note: All employees must sign a confidentiality agreement with PSMC stating that information will not be shared with any entity or individual unless authorized or necessary for patient care. Breaches of confidentiality will result in immediate disciplinary action up to and including dismissal from employment
Possesses computer knowledge / skills and the ability to learn and adapt to new programs and software
Keeps personal contact information updated in Human Resources and in PayCom
Sets up desk phone in compliance with established PSMC protocol. Assures name is associated with the phone assigned to you, if applicable
Utilizes away messages when you are not in the office and responding to calls, if applicable
Sets up email signature in compliance with established PSMC protocol
Utilizes away messages when you are not in the office and responding to emails
Demonstrates the ability to perform CPR 100% of the time
Demonstrates the ability to work and multi-task at a rapid pace with numerous interruptions 100% of the time
Displays the ability to work independently with high self-motivation and directional initiative
Displays the ability to cope and remain calm in escalating circumstances
Participates in departmental inventory process periodically
Attends, at least, 50% of all scheduled department staff meetings
Performs other duties, as assigned by a supervisor
Meets all standard job requirements
Meets standards and clear expectations for the department including, job performance, training, continuing education, certifications, conduct and adherence to district values
Holds self and staff accountable in a consistent and respectful manner
Follows all approved PSMC policies and procedures
Communicates effectively, keeping leadership and team members informed and involved
Treats people with respect, recognizes individuality and is fair and equitable in all interactions
Demonstrates critical thinking skills in problem solving tactics. Uses sound and fair judgement in a calm and professional manner
Demonstrates adaptability and flexibility when new information becomes available
Works collaboratively with others, communicates the department's vision and strategy across all levels of the organization, and builds consensus around key initiatives and projects
Establishes and maintains respectful and effective relationships with providers, employees, patients and managers/directors/Senior Leadership
Ability to handle high stress situations, rapid pace, multiple issues, interruptions and matters requiring sensitivity
Able to work independently, meeting essential job functions, deadlines and priorities, while also utilizing available resources when needed
Answers all incoming calls in a polite and professional manner
Courteously greets all patients in a timely manner
Provides a high level of customer service
Answers scheduling phone calls and schedules patient appropriately
Informs patients of appropriate dress, arrival time, and where to check-in
Schedules follow-up appointments for patients as they exit the MWB
If unable to reach the patient for scheduling after three (3) attempts, removes the patient from the scheduling queue and notifies the provider
Repeats appointment date, time and location prior to ending the call
Schedules interpreters for patients as needed
Ensures HIPAA requirements are met before disclosing any appointment information. Use correct naming conventions for all required fields
Accurately obtains patient demographics. Solicits information required to register patient appropriately. Ensures accurate documentation of patient demographics and insurance information
Efficiently registers patients for appointments by accurately completing the check in process, which includes verification of patient demographics, current HIPAA release form, obtaining consent for treatment, insurance and completion of the MSP as applicable
Creates appropriate encounter with correct FIN, location, medical service and attending provider for a variety of services including physical therapy, occupational therapy and interventional pain management
Collects and accurately documents all required patient demographic information
Collects and accurately documents all patient insurances
Verifies insurance eligibility for all insured patients
Scans patient's identification and insurance cards into the electronic health record
Ensures all necessary documents (General Consent, and HIPAA form) are signed by the patient
Places identification armbands on patient for specific encounter types
Uses at least two identifiers when confirming the identity of each patient (i.e., name and date of birth)
Collects and posts patient copayments to the appropriate accounts
Accepts and documents patient payments to the appropriate accounts
Maintains and safeguards cash payments received; places in secured location at end of each workday
Informs patients of financial assistance options and responsibilities when indicated
Ensures patient history is retrieved correctly to avoid duplicate records
Completes the MSP for all Medicare patients with each registration
Prints out next day schedules
Advises provider and patient if the procedure / service cannot be performed due to insurance denial of the preauthorization request, and notating in multiple places with updated statues of approval, or patient changes/reschedules
Accurately scans patient's identification and insurance cards into the electronic health record
Checks for authorization on all VA, IHS, Work Comp, other Commercially insured patients and includes this information on the encounter
Scans records, pertinent worksheets, and outside orders to the correct encounter in the patient medical record
Schedules patient appointments in the computer system following all established workflows and protocols
Maintains and monitors the no-show report, system cancels and reschedule reports
Audits schedule daily for scheduling errors, incomplete encounters and/or missing information. Corrects as needed in accordance with established protocols
Monitors and addresses the assigned Scheduling Pools and referral pools in the referral management system
Reschedules patients if needed
Returns voice mails and/or emails back to each patient/provider to attend to the need for scheduling or other issues
Participates in patient outreach activities as assigned
Responsible for monitoring, checking and acting on messages in Artera at least once at the beginning of the shift and end of shift and as required throughout the day
Assists patients with records request or release forms
Educates patients by providing them with general and/or specific clinic information
Faxes completed evaluations to outside providers
Confirms receipt of provider signature on completed evaluations
Checks for medical necessity for Medicare
Processes straightforward insurance preauthorization
Manually monitors Medicare PT/OT caps and communicates to therapist
Manually monitors PT/OT visits and communicates to therapists when a re-evaluation is needed for insurance
Follows preauthorization workflows as appropriate
Completes all opening and closing duties in a timely manner ensuring all computers are shut down and iPads are secured
Assists in training new PSR staff members
Provides clerical support for clinical staff
Provides EHR registration support for all staff members
Obtains proficiency in the following computer systems: Cerner, Microsoft Word/Outlook/Excel
Participates in bi-annual inventory process. Assists in the outdating of expired supplies
Meets the qualifications as set forth herein
Preferred
Courses in computer and/or medical terminology are desired but not required
Minimum of two (2) years experience in Customer Service is strongly desired but not required
Electronic health record (especially, Cerner) experience is strongly desired but not required
Prior experience in a healthcare setting is desired but not required
Additional languages desired but not required
Benefits
Generous paid time off
Separate sick leave
Health, dental, vision, life and AD&D insurance
Long-term disability and option for short-term disability
Retirement plan with employer contribution
Company
Pagosa Springs Medical Center
PSMC offers a full spectrum of healthcare services including 24/7 emergency care, Level IV trauma care, orthopedic, and general surgery.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase