Patient Services Representative

• Privacy & confidentiality: Maintain strict adherence to privacy and confidentiality protocols, ensuring the protection of both patient and employee information in accordance with Spectra Health's policies.
• Champion organizational values: Promote and embody Spectra Health's core values of Compassion, Trust, Respect, Equity, and Inclusivity in all interactions and decision-making processes.
• Culture of safety: Foster a culture of safety; proactively addressing hazards, incidents, and security concerns while contributing to a positive and safe work environment for employees and patients.
• Teamwork & collaboration: Approach teamwork with a positive and collaborative mindset, building strong relationships across departments and sharing knowledge and experiences to enhance overall organizational effectiveness.
• Be part of the solution: Actively support organizational change, offering solutions, participating in leadership initiatives, and championing efforts that align with Spectra Health's evolving mission and goals.
• Patient-centered decision making: Prioritize the best interests of Spectra Health's patients, ensuring quality care and positive outcomes.
• Training & meetings: Complete mandatory training requirements and attend at least 80% of departmental meetings to stay informed and aligned with organizational goals and policies.
• Policy adherence & compliance champion: Strictly adhere to all Spectra Health policies and procedures, and act as a departmental advocate for Spectra Health's Compliance Program activities.

• Greet all patients, visitors, and co-workers in a professional, friendly, and respectful manner.
• Schedule patient appointments.
• Facilitate patient registration and the patient appointment process from check-in through check-out.
• Verify and update patient demographics at the time of patient visits.
• Keep complete and accurate records of patient information in the appropriate medical records system.
• Verify current insurance and co-pay information with patients and/or other systems. Collecting co-payments, nominal fees, and balances due as applicable.
• Communicate courteously and effectively on the phone and in person.
• Obtain patient consent forms and appropriately document signatures on file.
• Assist nursing and dental staff throughout the patient appointment process.
• Answer the phone, transfer calls appropriately, and record accurate messages as needed.
• Assist with the distribution of courier mail and faxes to appropriate persons.
• Collect SpectraPlan information from patients and update patient records as needed.
• Make reminder calls to patients for upcoming appointments.
• Resolve registration issues in the medical records system as needed.
• Work with interpreters as needed for patient appointments.
• Support staffing as needed in both Spectra Health primary clinic locations (Grand Forks and Larimore North Dakota).
• Contribute to organizational improvement activities by maintaining satisfactory performance on departmental key performance indicators (KPIs).
• Perform other duties as assigned.

• High school diploma or the equivalent.
• Basic knowledge of Windows and Office applications.
• Previous experience in customer service or hospitality.

• Knowledge of medical terminology.
• Experience working with refugee and transient populations.
• Past clerical experience in a health or dental care setting.
• Knowledge of EPIC electronic health record.

Spectra Health