Customer Service Representative - Rio Hondo

                                         GENERAL DESCRIPTION

The Customer Service Representative (CSR) is selected by and reports to the Site Administrator.  Under general supervision, the CSR is responsible for greeting and directing patients to the different services.  The CSR will register patients, receives payments, signs-in patients and schedules returning appointments, uses current practice management system, scans patient information and privacy notice. May be assigned other duties including cross training as required to achieve departmental and organizational goals. 

CSR functions as a member of a collaborative health care team to create and maintain a Patient Centered Medical Home where emphasis is on excellent communication; support of the patient is provided and tracked in a culturally competent, behaviorally enhanced setting supported by information technology.

Due to the nature of NHHC services, it may become necessary to require employees to work extended hours or other variations of the usual shift to ensure adequate care of patients and to maintain services to the community.

CRITICAL JOB ELEMENTS / PERFORMANCE STANDARDS

I. Must greet customers, patients and general public in person or over the telephone in a courteous manner. Must be professional in dealing with employees, patients and the public via personal and telephone contacts.  Demonstrate positive attitude towards patients with good eye contact, pleasant voice, attentive and responsive to their needs.

II. Identifies patient needs and directs them to the different services whether it is in person or via the telephone.  

1. Arrives new patients.

2. Verifies demographic information, residence status, promoting NHHC patient portal, method of payment, and enters data into the system as necessary. 

3. Open charts for new patients enter insurance and identification.

III. Receives payments for patient fees.

1. Verifies patient pay status, insurance and updates patient information as needed.

2. Explains charges and answers patient question. Allows for no instances in which charges are not explained to the patient and/or patient leaves the center without an encounter bill. 

3. At checkout, providing patients with the Good Faith Estimate for their next appointment(s).

4. Reconciles at the end of the day and turns in monies on a daily basis.

5. Follows designated cash collection procedures.

IV. Signs-in patients with appointment and walk-in on a daily basis.

1. Prints fee ticket forms if needed for ancillary services and ensures that encounters are accurately filled out by verifying patient’s name, date of birth, address, phone number, pay status, appointment time.

2. Re-route patients to appropriate provider or department.

3. Routes the fee ticket form to the Medical Assistant or places fee ticket for the runner to pick up if necessary.

V. Provider’s Schedule and Patient’s appointments:

1. Maintains provider’s schedules, allowing patient’s appointments to be entered three months in advance, assures that patients are appointed on the days specified by the provider (s).

2. Makes clinic and telephone appointments:

a. Verifies patient’s last doctor visit, when patient was told to come back, inquire if any testing is needed and type of visit.

b. Researches patient information as necessary.

c. Verifies telephone appointments to the patient, and assures that the patient is appointed appropriately.

3. Reschedules appointments for providers when they go on leave or on call. The list of patients to reschedule is provided to the CSR by the Site Administrator. Calls are generated and letters are mailed out by CSR.

VI. Maintains outmost confidentiality on all patient confidential and sensitive information. 

VII. Complies with HIPAA Privacy Act requirements and as established by the department.

VIII. Must abide by dress code policy in order to maintain a professional and neat appearance. (For details see Employee Handbook dress code policy).

VIII. Abides by the regulations, protocols, and policies as indicated in the NHHC

Employee Handbook, Safety policies and Code of Conduct.

IX. It is mandatory that the employee actively participates in Performance Improvement programs of NHHC and skill development activities. 

JOB SPECIFICATIONS

Education:
•    High School diploma or equivalent. 
•    Formal training as a Medical Office Specialist preferred.

Experience:
•    6-month experience in a medical setting preferred or 12 months in related field.  
•    Valid TX Driver’s license and transportation in order to travel from site to site. 

Knowledge, Skills, and Abilities:
•    Good interpersonal skills, responsible, reliable, punctual, capable to maintain calm under stress, courteous and respectful demeanor.
•    Clerical perception is required to spot pertinent detail in material and to avoid errors. Familiar with the HIPPA regulations.
•    Ability to operate office machines, ten key by touch, key boarding skills (at least 40 wpm).
•    Organizational skills and ability to multi-task 
•    Ability to interpret verbal and non-verbal behavior to develop accurate perception and understanding of other’s needs and opinions, to be sensitive to factors in an office environment. Must work well with others. 
•    Ability to maintain a professional and mature attitude while dealing with interpersonal conflict, disruptions, deadlines or crisis.
•    Ability to conform to established Center’s protocol, safety guidelines, policies and procedures. 
•    Must go above and beyond expectations to ensure the service satisfaction of the patients.

This position will be located at our New Horizon Health Center in Rio Hondo, TX.