Report To: Team Lead

Purpose:  Manages the flow of the daily patient phone calls.  Helps triage and appropriately route the patients’ problems and concerns.  Reviews all labs and prescription refills and processes using protocols. Good working Knowledge of EMR. Works patients up as needed.

Responsibilities:

• Performs a combination of the following duties:
• Receives, manages and returns all patient phone calls on a timely basis, ensuring all calls are returned by end of business day. Regularly reviews incoming patient request, handling all patient cases, administration requests, consult notes and prescription refills.  Processes documents for L&D and for Surgery Scheduling to ensure all required documents are received by facility prior to admit.
• Prioritizes all phone calls and uses sound clinical judgement in determining best action including same day appointments, ordering labs/prescriptions or sending to acute care setting facility (ER/L&D).
• Thoroughly explains all lab results and recommendations of physician and reiterates plan of care developed at time of visit.
• Completes charting efficiently and completely ensuring good continuity of care between caregivers and nursing staff.
• Authorizes and calls in prescription refills as per protocol and physician direction with documentation and updating patient’s charts.
• Screens patient calls to the physician; handles all calls that do not require the physician’s intervention, ensuring that phone calls are returned in a timely manner.
• Triage unscheduled patients and implement appropriate interventions.
• Provides general nursing care, including but not limited to: patient nurse visits, administering prescribed medications, and treating patients according to nursing standards.
• Educates patients and their family about diagnostic procedures, medications, nutrition, and maintenance of health and wellness.
• Reviews lab results and notifies Physician of abnormalities and communicates recommended treatment to patient.
• Assists in surgery scheduling as needed.
• Promote quality patient care and customer satisfaction.
• Perform other duties as assigned.

Skills, Education, & Experience:

• Requires Registered Nursing Degree and Licensure as a Registered Nurse in the State of Texas.
• Requires at least 1 year of professional nursing experience, OB/GYN experience is preferred.
• Knowledge of professional nursing theory, regulations and practices to give and evaluate patient care.
• Knowledge of common safety hazards and precautions to establish and maintain a safe work environment.
• Possesses a high degree of personal integrity and professionalism.
• Excellent communications skills.
• Must have basic computer knowledge.
• Must be able to work a flexible schedule.

Physical/Mental Abilities:

• Ability to maintain quality control standards.
• Ability to handle high patient volume.
• Ability to react calmly and effectively in emergency situations.
• Ability to work well in a team environment.
• Must be able to stand for long periods of time and perform other physical demands including walking, reaching, bending, and lifting.
• Ability to lift up to 50 lbs. is required.
• May require ability to climb ladder to retrieve and file patient medical records, and store supplies.
• Must be able to handle difficult situations in a professional manor and maintain confidentiality.

Position: Patient Services Representative

Reports To: Head of Patient Operations

Purpose:  Responsible for greeting all customer/patients, collecting and documenting correct information, appropriate scheduling/re-scheduling/confirming of all patient’s appointments, and maintaining an orderly flow of patients/customers through the reception area.

 Responsibilities:

• Greets and check-in patients for appointments or services.
• Confirms patient information and enters changes into computer system.
• Prepares charts for visits and notifies clinical staff of patient arrivals.
• Schedules and confirms all appointments as well as reschedules appointments when Physician and/or patient schedule changes.
• Prepares patient schedules for following day.
• Collects all appropriate fees, copays, and outstanding charges.
• Answer incoming phone calls and handle properly via appropriate transfer, taking a message, or follow-up and return a call.
• Takes appropriate action for medical and non-medical emergencies occurring within the office.
• Ensures reception and lobby areas are safe, organized, and clean.
• Performs opening and closing duties for the care center.
• Performs other duties as assigned.

Skills, Education, & Experience:

• High School diploma or GED is required, prefer some college.
• 1-2 years’ experience in medical office environment preferred.
• Excellent communication skills and be able to follow oral and written instructions.
• Demonstrates proficiency in personal computer office applications, such as word processing, databases, and scheduling software.
• Strong organizational and time management skills.
• Excellent customer service skills. 

Physical/Mental Abilities:                           

• Ability to multi-task and prioritize duties.
• Ability to handle high stress situations and adapt to changing circumstances.
• High attention to detail.
• Ability to put patients at ease.
• Must be able to stand, sit, bend, and walk. May be required to climb ladders to pull patient records.
• Must be able to maintain confidentiality.
• Ability to operate telephones and standard office equipment such as photocopiers and facsimile machines.
• Ability to maintain professional working relationships with staff and patients.
• Must be able to lift up to 30 lbs.