The Patient Service Representative upholds the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction.
Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN’s commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
Essential Duties and Functions
1. Assist in the courteous and efficient management of connecting clients and guests who are physically in the office and those individuals who are on the phone with the appropriate services and/or staff in a timely and accurate manner.
2. Initiate services for primary care clients which involve: signing-in, updating basic demographic information, confirming payment method, validating health insurance coverage, and preparing necessary paper work. Additional services may be warranted depending on the client’s status new or established and if the client seeks more specialized services.
3. Manage phone calls coming in to the front desk by directing calls to appropriate staff members and facilitating documentation of messages (i.e. electronic, hand-written).
4. Schedule appointments for primary care clients.
5. Call clients shortly before their scheduled visit to remind them to keep their appointment.
6. Constantly update and utilize pertinent information about the health insurance carriers that the Practice accepts.
7. Insure all patient billing forms are correct, accurate and batched according to the patient sign in sheet on a daily basis.
8. Initiate and further assist in fee assessing applicable clients, which includes utilizing the Practice’s sliding fee schedule. Perform cash collection and reconciliation of all patient fees.
9. Maintain client charts – both written and electronic.
10. Provide additional clerical tasks: filing, typing, faxing, and copying documents
11. Open and distribute mail immediately upon receipt daily.
12. Facilitate the ordering of office/janitorial and medical supplies for Abbottsford or Falls sites.
13. Maintain client confidentiality in both written and verbal formats.
14. Initiate the enforcement of the Practice’s Late Policy for primary care clients.
15. Possess exemplary knowledge of and enforce all Practice policies and procedures that impact the work of the PSR and front desk.
16. Adhere to OSHA guidelines.
17. Assisting in coordinating utilization of the Practice’s transportation services.
18. Take primary responsibility for securing the building at the close of the business day.
Essential Duties Addendum:
- Serve as PSR at any of the practice sites, when deemed necessary.
- High School Diploma/GED
- One (1) year working in a healthcare facility
- Previous scheduling experience with an Electronic Practice Management system. Primary care setting preferred.
- Knowledge of Centricity/Athenacare preferred
- Familiarity with medical/dental terminology
- Good intermediate mathematics skills
- Current CPR
- Computer competency with proficiency in word processing
- Exemplary skill at managing multiple tasks simultaneously
- High level of patience, courtesy, and concentration
- Outstanding interpersonal skills
- Outstanding verbal and written communication skills as well as listening skills
- Exemplary organizational skills and ability to prioritize
- Highly reliable and dependable
- Experience in effectively relating to people
- Ability to effectively relate via telephone
- Responds constructively to pressure situations and time limits
- Initiatives work independently with minimum amount of supervision
- Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
- Support FPCN’s commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
- Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.
- Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
- Ability to create a space for staff and those we serve to feel physically and emotionally safe.
- Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.
- Demonstrate exemplary problem -solving, communication, interpersonal, and conflict resolution skills.
- Ability to work effectively as a team member
- Highly responsible and reliable as well as courteous
- Unconditional ability to maintain patient confidentiality
Family Practice and Counseling Network, a program of Resources for Human Development, is a network of federally qualified community health centers that provides person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The Network promotes resiliency and well-being among patients, staff and surrounding communities. The Network consists of four health centers in Philadelphia – Abbottsford-Falls Family Practice & Counseling in the Northwest, the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University in the North, the Health Annex in the Southwest, and Annex West Philly housed in Action Wellness(formerly Action AIDS); and a convenient care clinic in Philadelphia – Fast Family Care. Today the Network serves more than 23,000 patients annually, is an NCQA certified Patient-Centered Medical Home, and recognized by HRSA as a National Quality Leader for Behavioral Health.
RHD employees and programs in the City of Philadelphia are required to follow the COVID vaccine mandate. The City of Philadelphia has issued an Emergency Regulation Governing the Control and Prevention of COVID-19 Mandating Vaccines for Healthcare Workers and In Higher Education, Healthcare, and Related Settings (“Vaccine Mandate Regulation”), which mandates vaccine for healthcare workers and in higher education, healthcare, and related settings. This mandate became Effective on August 16, 2021 and requires Healthcare Workers and certain workers at Healthcare Institutions to be fully vaccinated by October 15, 2021. Fully vaccinated means it has been two weeks since the final dose of vaccine. The regulation does allow individuals to apply to RHD for an exemption based on a sincerely held religious belief that would prohibit vaccination for COVID-19 or because of medical conditions that preclude administration of one of the available vaccines.
Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.