1-3 years of experience
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Employment Type:
Full time
Job Category:
Health Care Provider
Patient Service Representative (PSR)
(This job is no longer available)
Care Alliance Health Center | Cleveland, OH
Grad Date

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Job Description

Position Summary:

Provides critical first contact between patient and Care Alliance Health Center. Professionally greet and address any patient questions, requests for appointments or medical advice; direct patient through the check-in/check-out process, collect and update pertinent demographics, guarantor and insurance information in Practice Management System/Electronic Medical Record (EPIC and Dentrix System). Provide clerical support for medical records; processing timely Release of Information requests, scanning and indexing documents into patient charts.


Well-developed communication/interpersonal skills

Ability to work with underserved and disadvantaged persons; experience doing so is preferred, cultural sensitivity a must.

Ability to work independently with minimum supervision

Excellent organizational skills and commitment to accuracy

Commitment to the mission of Care Alliance

Honest, courteous, and professional all at all time

Able to learn new concepts and procedures and adapt quickly.

Strong computer skills/experience with electronic scheduling and medical records

Ability to interface with Practice Management System/Electronic Health Records effectively.

Excellent clerical skills including word processing, filing, medical records, correspondence processing, data entry, medical/dental terminology and data coding

Excellent reception, telephone and customer service skills

First Call Responsibilities:

Make a positive first impression with patients by phone; answer phones "with a smile" within the first 3 rings; communicate with patients in a courteous manner.

Answer incoming calls, determine nature of call, and refer the call to the appropriate person or take accurate message with date and time of call

Handle and/or direct patient questions and complaints

Calmly and effectively guide patients by phone through a dental emergency

Provide basic information about Care Alliance services, location and hours

Scheduling Responsibilities:

Coordinate patient scheduling and flow throughout the day by providing accurate appointment management and updating records of scheduled patients.

Schedule appointments in accordance with guidelines (see Appointment Scheduling Procedure)

Open a telephone or refill encounter and route to the appropriate pool or staff member (see Telephone/Refill Encounters Procedure)

Front Desk Responsibilities:

Prepare forms/documents for patient to complete prior to scheduled visit

Greet patients arriving for an appointment, help patient feel welcome

Adhere to the Same Day Walk-In Procedure (see Same Day Walk-In Procedure)

Verify and interview patients for necessary registration information to ensure it is correct and current (see Check-In and Registration Procedure)

Assist patients in completing any forms

Inform patients of the company's payment policy; follow payment policy by collecting payment from patient at time of service.

Assist patients in completing any forms.

Understand and follow treatment plans to schedule follow-up appointments as required

Follow and track appointments due to no-shows, cancellations and late arrivals

Call all patients that no-show for a visit and attempt to reschedule the appointment (see No Show Procedure)

Call scheduled patients to confirm appointments (see Confirmation-Reminder Calls Procedure)

Reconcile daily co-pays before leaving and complete deposit slip (see Daily Co-Pay Deposit Procedure)

Address In-Basket items daily (see In-basket Procedure)

Retrieve and respond to all voicemail messages (see Retrieving Voicemail Messages Procedure)

Properly submit, maintain and follow up with insurance companies regarding prior authorizations.

Resolve/clarify codes and diagnoses with conflicting, missing, or unclear information by consulting with providers.

Prior to the time of appointment, contact insurance companies to verify coverage and fee schedule and complete insurance breakdown accurately and completely.

All PSR Responsibilities:

Ensure HIPAA compliance by maintaining patient confidentiality and security of medical records

Follow required OSHA safety procedures as necessary

Provide cross coverage for all Care Alliance clinic sites and Outreach sites when necessary

May assist in the development and documentation of protocols related to PSR functions

Maintain and operate a variety of health record indexes and storage and retrieval systems to collect, classify, store and analyze information

Ensure that reception and front desk areas are clean and organized

Lead by example; exercise good team work; have mutual respect for team; partner with team to create an exceptional experience for patient

Process all Releases of Information and requests for Medical Records (see ROI Medical Records Procedure)

Scan all high and low priority documents into the appropriate patients chart (see Scanning and Indexing Procedure)

Complete any project work in a timely matter (ie PCP cleanup, Lost to Care Follow Up etc.)

Ensure all applicable daily sheets and checklists are completed.


High school diploma/GED required; Associates degree preferred.

One to two years of experience working in a professional environment with direct customer contact desired

Experience working with Dentrix and EPIC is preferred

Previous outpatient health care or physician s/dental office experience preferred.

Ability to work in a fast-paced environment with a positive manner.

Excellent verbal and written communication skills

Data coding experience

Problem solving skills


Applicants must be eligible to work in the specified location