Patient Services Representative

Patient Services Representative - UM Health Partners Float Pool * General Interest

Shift: Days

This is not a posting for a direct open position, but rather a general interest application to work in our UM Health Partners float pool.

The nature of the UM Health Partners Float Pool department is to support various locations within the UM Health Partners offices. Team members will be trained and learn different processes and preferences based on providers, specialties, and locations.

Team members are required to work at different locations and are typically scheduled within a 30-miles radius of their home; however, that is not a guarantee as employees are assigned based on the staffing needs. Travel to multiple locations can occur in a week and there are some occasions when a team member could move from one site to another in the same day.

The UM Health Partners Float Pool does their best to break locations into the following regions:

North: Rockford, Cedar Springs, Comstock Park, Beltline, and Health Park East
South: Caledonia, Wayland, Lowell, and Hospital
East: Beltline, Lowell, Rockford, Hospital, and Health Park East
West: Hudsonville, Jenison, Grandville, Allendale, Hospital, and Southwest (Wyoming)

General Summary:
Under the direction of the clinic Office Manager, the Patient Service Representative serves as the first point of contact between the clinic and patients. Essential duties include providing excellent customer service, patient registration, handling incoming and outgoing calls, scheduling appointments and assisting patients with forms. In addition, the Patient Service Representative must be highly organized and have excellent interpersonal skills. This position operates in a fast pace environment and is considered a crucial link between the patient and care team.
Requirements:

1. High school education or equivalent
2. Prior administrative or clerical experience in a clinical setting preferred
3. Knowledge of medical terminology and coding preferred
4. Excellent customer service and interpersonal skills; demonstrated ability to work with diverse groups of people
5. Well developed verbal and written communication skills
6. Strong telephone skills and etiquette
7. Knowledge of basic math and office procedures
8. Ability to work under pressure with minimal supervision
9. Proven flexibility and willingness to handle a variety of tasks
10. Basic computer knowledge and skills
11. Experience with computer data entry and strong typing skills

Essential Functions and Responsibilities:

1. Welcomes and greets all patients and visitors, in person or over the phone.
2. Answers and directs all incoming calls.
3. Takes complete and accurate patient messages that need to be relayed to the care team.
4. Schedules patient appointments and handles inquires.
5. Collaborates with the care team to maintain and improve patient care and service.
6. Registers patients according to established protocols and manages assigned work queues.
7. Assists patients in completing all necessary forms and documentation.
8. Ensures accurate billing information for patients.
9. Maintains patient correspondence and follow-up calls.
10. Collects payment and reconciles cash draw.
11. Ensures reception area, office files and front desk are well maintained.
12. Maintains patient privacy and confidentiality.
13. Performs other clerical duties as assigned.

Requisition #: req10816