JOB SUMMARY: The Patient Assistant clerks, under the supervision of the Social Services Director, provides Franklin’s patient access assistance for the Compassionate use programs, Mobile County drugs programs and serves as the initial contact for non-FPHC provider referral request. The Patient Access Representative will utilize patient lists from sources (i.e., Medicaid, HealthSprings, etc.) to initiate new patient contacts. The Patient Access Representative maintains a pleasant, courteous, and cooperative manner with patients, visitors, external customers and Center's personnel.

ESSENTIAL FUNCTIONS:

1. Answers telephone in a courteous and efficient manner.

2. Receives referral requests from non-FPHC providers (telephone-fax) and initiates process per the Referral and Emergency Room Report Management policies and procedures to complete.

3. Check NextGen Medical Information System for the following information:

a) Chart number

b) DOB, Age

c) Address, telephone number

d) Assigned FPHC center

e) Date of last visit to FPHC

f) Insurance information

4. Contacts new patients from sources list (i.e., Medicaid, Health Springs, etc.) to:

a) Acquaint potential new patients with services offered by Franklin.

b) Schedule appointments

b) Make referrals to medical social workers or case manager

5. Runs Medicaid strips to check current eligibility and assigned provider.

6. Assist medical social workers with compliance regulations for use of the Compassionate Care Program.

7. Assists patients in obtaining and completing the necessary forms for required services. Receives forms (from patient; by fax, etc.) and becoming the central contact person for process.

8. Conducts reference and verifies patient information within various programs as instructed by the Social Worker.

9. Receives continuous training to assume higher level of responsibilities as dictated by department and programs needs.

10. Works assigned reports effectively and efficiently

11. Records all activities in the appropriate log for monthly reporting.

12. Participates in performance improvement activities and training initiatives as instructed.

13. Prompt arrival and regular attendance at work.

14. Maintains confidentiality of patients and programs information.

15. Other duties as assigned by the Director of Healthcare Quality or designee.

The above reflects the general duties considered necessary to describe the principal functions of the job and shall not be considered an exclusive description of all work that may be assigned by the supervisor or that may be inherent in the position.

CUSTOMER SATISFACTION REQUIREMENTS: Must provide the very best customer satisfaction to patients, visitors, and co-worker at all time in a professional and courteous manner.

PERFORMANCE STANDARDS:

Performance will be evaluated by the Director of Healthcare Quality or designee annually wherein a satisfactory overall rating is considered a minimum acceptable level of performance.

HEALTH AND SAFETY:

1. Must adhere to safety policies and procedures.

2. Must receive Safety and Hazardous Communication training annually.

3. Must exercise universal precautions and comply with safety standards and procedures.

4. Knowledgeable of OSHA and CLIA requirements to assure compliance.

PRIVACY RULE COMPLIANCE REQUIREMENTS:

1. Adheres to Health Insurance Portability and Accountability Act (HIPAA Privacy Rule) policies and procedures.

2. Must successfully complete Privacy Rule compliance training annually or as revisions are made to the policies and procedures.

3. Must comply with Privacy Rule guidelines by learning to protect FPHC patient’s medical privacy.

4. Must comply with Privacy Rule guidelines by appropriately maintaining our patient information in compliance with national standards.

5. Must comply with Privacy Rule guidelines by providing appropriate security of FPHC patient records

PROTECTED HEALTH INFORMATION (PHI) ACCESS: RESTRICTED- For purposes of HIPAA Compliance there are 4 workforce categories, which define the level of access to PHI that is granted to the incumbent. This position is classified under ANCILLARY PROVIDERS and therefore granted RESTRICTED access- to be defined according to workforce member’s specific job duties or, if for non-treatment purposes, according to the purpose for which the use is intended. Use and disclosure must be in accordance with applicable privacy policies and procedures.