PHC Patient Services Representative

Priority Application Date:  July 7, 2024 by 5:00 PM (Mountain Time)

Complete applications with required attachments received by the 'Priority Application Date' will be guaranteed consideration.  The position will remain open until filled.

TO APPLY:

• Please complete all sections of the online application, even if a resume is submitted. A resume will not substitute for completing the work history section of the application.

• Please include with your completed application the following attachments: Cover Letter.  Please address in your Cover Letter your experience working in a medical office, dental office, or a call center.

• Incomplete applications and applications without required attachments will be disqualified.

• Complete job description available upon request to the Department of Human Resources.

Located halfway between Yellowstone and Glacier National Parks and home to the University of Montana, Missoula is an academic center situated in an outdoor enthusiast's paradise. Depending on the season, you can hike, ski, fish, float rivers, ride mountain bikes, or just sit back and marvel at the surrounding scenery. Join us in scenic, sophisticated, and service-oriented Missoula!

Partnership Health Center (PHC), 2019 and 2022 winner of the Employer of Choice Award for Missoula, and 2022 winner of the Montana Employer of Choice Award, offers impeccable, integrated services to over 18,000 individuals and families. A 14-site, co-applicant Federally Qualified Health Center with Missoula County, PHC fulfills its mission through the provision of a full range of primary care services - medical, dental, behavioral health, and an on-site pharmacy with a dedication to attending to the social determinants of health. Please visit our website to see the amazing benefits you will receive by joining our team such as medical (no cost for employee), dental, and vision insurance, loan forgiveness, retirement plan contributions, and generous paid sick and vacation time.

The Partnership Health Center PSR Team engages in department and inter-department celebrations and recognition on a regular basis. Our Call Center PSR team is located on the Partnership Health Center campus.

Join a fast-paced and supportive environment answering inbound calls to our health center. In the Creamery building, Dental PSRs work in a close team environment with dental assistants, hygienists, and dentists; Medical PSRs team-up with medical assistants and providers to provide exceptional patient care and experience.  Experience in a Call Center or prior work in a dental or medical office is preferred.

Performs a variety of clerical and reception duties; assesses patient income information and determines eligibility for discounted fees or services at Partnership Health Center (PHC).Greets and registers patients for appointments; receives and screens incoming telephone calls; records messages and routes calls to appropriate departments.

Schedules patient appointments and enters patient information into the computer following established protocols; prints and distributes daily schedules; makes appointment reminder calls to patients.

Reviews patient charts for required updates to medical forms; verifies income and payor sources; updates patient information in charts and computer system.

Interviews patients in need of financial assistance. Informs patients about the sliding fee scale and eligibility requirements.

Obtains proof of income documentation, determines eligibility, and places patient on the sliding fee scale. Maintains documentation and follows up with patients to ensure completion of application process.

Refers patients to a Senior or Lead Patient Services Representative if eligible for Medicaid, Medicare, or for help purchasing insurance.

Calculates nominal fees and collects money for patient visit and outstanding amounts owed by patient. Balances end-of-day posting report against cash on hand. Reconciles any errors before submitting daily deposit.

Works as member of a patient care team(s) assisting clinical staff to ensure efficient, accurate scheduling practices and quality patient care. Facilitates patient flow so patients are seen in a timely manner. Communicates schedule delays and changes to patients.

Assures that front and back doors are locked at the end of the shift.  Straightens chairs and magazines in lobby area.

May be responsible for managing waiting and/or cancelation lists for assigned care team(s). May assist patients to fill out medical information/forms.  May assist with medical records or secretarial support services.

Performs related work as required or directed.

SUPERVISION RECEIVED:   Works under the general supervision of Director of Patient Services.

Note:  The Finance office will train and audit sliding fee scale calculations and provide guidance and recommendations for improvement as needed.

SUPERVISION EXERCISED:   None.  May explain and review work procedures with work study students, volunteers or intermittent employees.

WORKING RELATIONSHIPS:   Has numerous contacts with the general public and persons from other PHC departments on routine matters for the purpose of giving and obtaining information.

 Has regular contact with PHC Finance Office staff for guidance and recommendations on sliding fee scale calculations and to coordinate efforts. Regular contact with other members of the provider care team.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

KNOWLEDGE:  Working knowledge of modern medical office practices and procedures, including computerized scheduling for patient visits.

 Working knowledge of medical terminology.   Working knowledge of business English, spelling, punctuation and math. Working knowledge of the principles and practices of Medicare/Medicaid billing.

Working knowledge of the principles and practices of HIPAA compliance. Working knowledge of the PHC Corporate Compliance Guidelines. Working knowledge of PHC's sliding fee scale eligibility requirements and process.

Working knowledge of eligibility factors for Medicare and Medicaid. Basic knowledge of the rules and regulations of the Affordable Care Act.

SKILLS:  Skill in the use of modern office machines and multi-line phone systems.  Skill in the use of data entry equipment as demonstrated by basic keyboarding speed (35 WPM).

ABILITIES:  Ability to learn assigned tasks and procedures.

Ability to perform detailed work in a precise and accurate manner, manage multiple tasks and priorities, work independently and work in a stressful and hectic environment.   Ability to collect and reconcile large sums of money.  Ability to use initiative and good judgment and sufficient maturity to handle the confidential aspects of the work.

 Ability to communicate effectively in the English language, orally and in writing. Ability to establish and maintain effective working relationships with diverse individuals and groups. Ability to always put patients at the center of PHC's service model and carry out supportive customer service in all duties. Ability to work as a part of a team, proactively seeking out ways to help patients and co-workers alike.

An equivalent combination of education and experience may be considered.

EDUCATION:  Requires high school graduation or GED.

EXPERIENCE:  Requires one year of face to face customer service experience.

SPECIAL REQUIREMENTS:  Requires immunizations or proof of immunity to certain infectious diseases and a TB test.

 New employees will be asked to volunteer vaccination status for required vaccines upon hire and will be offered assistance during hiring to receive necessary immunizations.  Employees who have not received the vaccines required for their positions or who are unwilling to voluntarily provide vaccination status for required vaccines will receive a reasonable accommodation where such accommodation does not require an undue hardship or endanger the health or safely of any person.  This position is not eligible for remote work.

The work requires frequent standing; sitting for lengthy periods of time; occasional light lifting and carrying of files or supplies (up to 20 lbs.).  Work may include early morning or evening hours.  The employee may risk exposure to communicable diseases.