Patient Service Center Clinical Support - Medlink Georgia

Under the general supervision of the Patient Service Center Supervisor, the Patient Service Center Representative/Scheduler supports the MedLink Health Center(s) and Practice Manager (s) by answering patient calls and inquires, scheduling appointments, assisting with referrals and directing patients, as needed, to other departments. As a recognized patient-centered medical home (PCMH), every employee is responsible for ensuring the successful implementation of quality, comprehensive patient-centered care as a member of the patients care team. By performing the job expectations described below you will be an active member of the care team thereby patients are assured access to team-based, coordinated, comprehensive, quality care.

***Must have an active Medical Assisting Certification or be a Licensed Practical Nurse***

ESSENTIAL DUTIES AND RESPONSIBILITIES (include, but are not limited to, the following)

• Answers all telephone calls promptly in a polite and professional manner
• Acts as a liaison for patient and provider with doctors, hospitals, and pharmacies
• Assists with coordination of care by sending requested documents, orders, or records for patient to requesting provider
• Answers questions and offers other information, as requested, to provide patient centered service and a positive impression of our organization
• Schedules appointments for patients and/or routes inquiries and calls as necessary
• Captures and enters accurate patient demographic information into Athena
• Reviews appointment information; date, time, location and provider name with patient
• Reminds patient of MedLink's no call/no show policy when scheduling appointments
• Verifies insurance including MCD/MCR and prepares third party insurance forms
• Maintains accurate and confidential patient records following HIPPA guidelines and regulations
• Acts as a liaison for the patient and the Patient Service Center.
• Directs calls to other departments and health centers as needed
• Uses sound judgement in handling calls
• Knowledge of when to escalate calls to Patient Service Center Supervisor
• Knowledge of EMR, referral coordination, hospital follow up coordination, imaging orders, and behavioral health scheduling procedures
• Immediately reports issues of complaints and/or irate patients to Patient Service Center Supervisor
• Provides assistance to other front line staff, including medical secretaries, medical assistants, providers, et al. as needed
• Prepares paperwork and clerical duties as necessary for the upkeep of patient records, insurance forms, gathering of statistical information and/or program documentation
• Works with Chronic Care Management staff to refer patients as needed
• Assist in helping referral coordinator with health centers inbox.
• Works with clinical staff in health centers in nurse inbox.
• Participate in team and staff meetings as required or requested
• Other duties as assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In addition to Required Education & Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Licensed Practical Nurse Degree or Medical Assistant Certification. At least one year of experience/exposure to medical records.
• Strong verbal and written communication skills
• Extremely dedicated in providing outstanding customer/patient service
• Excellent organizational skills and attention to detail