Under direct supervision, performs computerized patient scheduling. Receives patients and visitors and answers the telephone. Completes the patient office visit, which includes receiving payment on patient accounts. Utilizes bilingual skills in more than 25% of patient care activities/encounters. Adheres to the principles of Service Excellence Guiding Behaviors and the philosophy and mission of Mercy in all aspects of job performance.

MERCY MEDICAL SERVICES

POSITION DESCRIPTION

Position Title: Patient Service Rep-Bilingual-Clinic

Job Code: 1234

Reports To: Office Manager

Pay Grade: PG 15

Dept/Clinic: MMS

FLSA: Non-Exempt

Approved By: Human Resources

Date: November 2018

OSHA: 0 - No Risk

POSITION PURPOSE

Under direct supervision, performs computerized patient scheduling. Receives patients and visitors and answers the telephone. Completes the patient office visit, which includes receiving payment on patient accounts. Utilizes bilingual skills in more than 25% of patient care activities/encounters. Adheres to the principles of Service Excellence Guiding Behaviors and the philosophy and mission of Mercy in all aspects of job performance.

ESSENTIAL JOB FUNCTIONAL COMPETENCIES:

1.

Demonstrates the knowledge and skills necessary to provide service/care appropriate to the age of the patients served, in accordance with Mercy standards.

2.

Schedules patients and maintains daily appointment schedules following standard work instructions. Consults with provider(s) or designee when need arises.

3.

Checks in patients following Standard Work Instructions (SWI).

4.

Updates and verifies patient demographics, making appropriate changes as needed following SWI.

5.

Answers telephone calls and maintains proficiency receiving/relaying messages from external and internal customers. Utilizing interpretive skills, assists patients both in the clinic and on the phone.

6.

Assists patients, nurses, providers and office staff in providing patient care services as directed. As needed, provides thorough, accurate and ethical interpreter services for limited English speaking patients. This is done by conveying the exact conversation between patient and staff as opposed to summarizing the information.

7.

Translates pertinent medical, financial and educational written materials as needed.

8.

Checks out patients after their office visit by collecting payment for current co pays or coinsurance and past due balances following SWI.

9.

Maintains working knowledge of ICD-9-CM and CPT codes. Attends required training sessions to keep current.

10.

Prepares patient’s medical records for provider visits, including consent forms, following SWI.

11.

Monitors patient accounts and communicate any issues to Clinic Business Services for review. (Third party payment problems and/or credit balance, etc.)

12.

Maintains and reconciles Charge and Receipt summaries, forwarding to Clinic Business Service at day end.

13.

Reconciles daily receipts and takes deposits to the bank as assigned.

14.

Serves as a point of contact for patient and clinic personnel regarding billing and collections issues. Communicates any changes as designated by Clinic Business Services to the proper clinic staff.

15.

Researches and corrects claims that have been denied by the insurance carrier correcting or adjusting as necessary.

16.

Appropriately documents pertinent information regarding patient accounts utilizing the computer system.

17.

Researches delinquent account appropriately resolving or referring the account to an outside collection agency.

18.

Uses effective communication principles to coordinate care with other health care providers.

19.

Actively participates in clinic meetings, committees, conferences, and in-services.

20.

Recognizes and communicates issues/occurrences utilizing established lines of authority, and assists in identifying ways to resolve variances or unacceptable outcomes.

21.

Knows, understands, incorporates, and demonstrates the Mercy and Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

22.

Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Mercy and Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

23.

Maintains confidentiality of information pertaining to clients, physicians, employees, and Mercy business.

24.

Demonstrates general working knowledge of computers and department specific software (i.e. Healthstream, internet, etc.)

25.

Performs other duties and responsibilities as assigned.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

MISSION STATEMENT

We serve together in Mercy and Trinity Health, in the spirit of the Gospel, to heal body, mind and spirit, to improve the health of our communities and to steward the resources entrusted to us.

GUIDING BEHAVIORS

The Guiding Behaviors are the behaviors necessary for all of us to achieve our Vision. They are: We support each other in serving our patients and communities. We communicate openly, honestly, respectfully and directly. We are fully present. We are all accountable. We trust and assume goodness in intentions. We are continuous learners.

COMMITMENT

Must be able to embrace and adhere to the Guiding Behaviors of the organization and support the Mission of Trinity Health. Must demonstrate good work habits such as time management, attendance, punctuality, team building and other behaviors aligned to the Guiding Behaviors of the organization.

MINIMUM QUALIFICATIONS

High school diploma or equivalent GED required. Previous experience of one to two years in a medical office or health care facility preferred. Must complete the Basic Interpreter Training (16 hour course at MMC or an equivalent training program). Upon completion of course, the associate must test with a score of 80% or better language proficiency to be qualified for this position. Must have excellent interpersonal and communication skills to interact effectively with customers and all members of the health care team. Is able to perform a variety of duties characterized by frequent change. Must have a general working knowledge of computers and department specific software (i.e. Healthstream, internet, etc.) Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Mercy and Trinity Health.

Mercy cultivates, upholds and supports a safe work environment. Associates support patient and staff safety by demonstrating aptitude and maintaining organizational employment standards and requirements. Associate job performance is continually appraised and formally evaluated during the course of employment with Mercy.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must successfully pass employment physical examination and must adhere to applicable organizational requirements on an annual basis for Employee Health Directives. Must possess the ability to comply with Mercy and Trinity Health policies and procedures. This job is categorized as ""Light Work"". Has the physical stamina to meet the requirements of this job. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently. Involves sitting most of the time, but may involve walking or standing. Must be able to handle stress effectively. Must understand and accept the possibility of exposure to environmental elements, internal and external, which may affect the work place, such as infectious disease, chemical and/or chemical fumes, dust, noise, physical injury from an out of control patient, and adverse effects of inclement weather which may occur.

These essential functions identify the major requirements of the job. They are not an exhaustive list of all job requirements. An employee may be called upon to perform physical actions not specifically identified in this job description.