OPS - Patient Representative I bei None

POSITION SUMMARY: 

The Behavioral Health Patient Representative will serve as the primary point of contact for the Behavioral Health (BH) Department, reporting to the Medical Director of Behavioral Health. The Patient Representative (PR) will assure that the provision of high-quality; cost-efficient, culturally sensitive services comply with all Federal, State, and Local agency policies and procedures.

KEY FUNCTIONS & RESPONSIBILITIES:

• Answers telephone calls promptly, identifies self and the center, refers calls to the appropriate department, and appropriately handles urgent calls. Accurately communicates phone messages as needed.

• Assists in scheduling return appointments, confirming patient demographics, and updating the computer system as necessary.

• Registers patients and contacts them to confirm scheduled visits in accordance with center procedures.

• Checks in patients as they arrive, updating their status in the system as “Arrived,” “No-Show,” “Walk-In,” or “Cancelled.”

• Notifies appropriate personnel of patient arrivals according to center protocol and secures the patient’s medical record for use by the Medical Assistant.

• Monitors the reception area, updates appointment statuses by the end of the day, alerts clinical staff of unusually long wait times, and seeks assistance in managing unusual or conflict situations.

• Performs additional clerical duties such as scanning, scheduling, documenting appointments or referrals, completing medical records release forms, and printing the provider schedule the day before.

• Reviews the schedule one day in advance to prepare necessary registration updates, including HIPAA forms, Consent to Treatment, M-CHAT, ASQ, patient profiles, and any other required paperwork.

• Exhibits and promotes a standard of excellence in all duties and interactions with patients, co-workers, and external contacts.

• Works with various programs such as dental, family planning, and medical, following applicable policies, procedures, workflows, and guidelines.

• On-site presence is essential for this role.

• Processes billing and collections.

• Delivers patient care instructions as directed.

EDUCATION AND EXPERIENCE:

· High school diploma required; AA or BS degree preferred, or equivalent relevant experience.

· Minimum of one year of relevant work experience, preferably in a medical setting, or a combination of training and experience sufficient to perform clerical and administrative duties.

· Current CPR certification is preferred.

· Customer service experience required.

· Proficiency with computers and relevant EHR systems required; eCW a plus.

OTHER SKILLS AND ABILITIES:

· Bilingual (English/Spanish) preferred.

· Excellent communication and interpersonal skills to greet and assist patients and visitors in person and over the phone.

· Ability to maintain professionalism, courtesy, and customer service in high-pressure or difficult situations.

· Strong literacy skills to read, write, and accurately update patient records, relay messages, and complete documentation.

· Professional appearance and demeanor required at all times.

WORKING CONDITIONS:

· Must be able to work physically on-site Monday through Friday, from 8:00 a.m. to 4:30 p.m.

· Prolonged periods of standing, bending, or working at a computer are required.

· Must be able to lift up to 15 pounds.

· Must be able to work under stressful conditions in a controlled, enclosed environment on a daily basis.

· Work environment may involve exposure to potentially hazardous materials and situations that require safety precautions and personal protective equipment.

ADA COMPLIANCE

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. However, no accommodations will be made that pose serious health or safety risks to the employee or others or that impose undue hardship on the organization.

OSHA CATEGORY 1

This is a clinical environment with the potential for exposure to hazardous materials and infectious body fluids, including but not limited to HPV, HIV, Hepatitis C, and HSV. Appropriate safety precautions and protective equipment are required.