Patient Service Representative

Position Summary

The primary purpose of this position is to greet and direct patients and visitors, as well as answer/relay phone calls and messages, and to provide information in a professional and courteous manner.

• Greets and registers patients in a polite, prompt, helpful manner.
• Verifies and updates patient information per established patient registration procedures.
• Copies new/updated insurance cards and scans into our electronic health record.
• Updates insurance information during the check‑in process.
• Verifies eligibility on insurance in collaboration with the Insurance Clerk and the DSS workers.
• Informs patients of payment/financial responsibilities.
• Collects co‑payments and amounts due, as applicable; provides each patient a receipt.
• Communicates via patient tracking to nurse’s station that patient is registered and waiting.
• Interprets and translates for fellow employees and patients as needed.
• Follows approved medical group guidelines and appointment scheduling policies and procedures to schedule patients (new and existing) for each practitioner.
• Answers incoming telephone calls and expedites to proper individual.
• Correctly identifies self when answering the phone and follows TAPM phone etiquette policy.
• Documents triage calls by listing patient name, telephone number, date of birth, and complaints/symptoms or illness; sends information to nurse via task.
• Maintains the waiting area in neat and orderly fashion.
• Schedules re‑check and follow‑up appointments, as required at the time of check out.
• Balances cash drawer and verifies insurance forms for the day.
• Performs established closing procedures.
• Force close phones as instructed at the Wendover Location Only.
• Turns in co‑pay money collected.
• Gathers documents processed during the day that remain to be filed.
• Turns off monitors, copiers, and lights, and locks the front door.
• Prepares reports for all “no‑shows” and faxes to our community agency for follow‑up.
• Prepares report for supervisor, including details of all patients on recall list.
• Prints immunization records as requested by patients.
• Assists medical records, as needed.
• Abides by all company policies regarding safety/health rules and regulations.
• Prints final daily schedule to verify each patient who was registered and treated.
• Adapts to various situations and adjusts to shifting priorities.
• Performs other duties as assigned.

Job duties require a high school education with additional specialized courses. Must be proficient in English oral and written communication. Bi‑Linguistic Assistants must also be proficient in Spanish both oral and written communication. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and typical office equipment. Must maintain excellent customer service abilities. Must maintain a current NC driver’s license for occasional outside travel.

With the above preparation and training, it would take approximately 3 months, up to, and including 6 months in order to become proficient with the clinic policies, procedures, and front office paperwork utilized by Triad Adult and Pediatric Medicine.

NCCHCA is not a provider of health care services.

If this is a medical emergency, please call 9‑1‑1. If you are in need of non‑emergency medical attention, please contact your primary care provider.