Patient Services Assistant/Phlebotomist Float (Full-Time)

Proposed Schedule: 40 hours per week. Shifts will vary between the hours of 7am-7pm, Monday-Friday.

Please note: This is a dual position and will be required to float to our Salem Family Health Center when needed.

The Patient Services Assistant-Phlebotomist is responsible for performing phlebotomies and other laboratory specimen collections in a back-up capacity, as needs arise. They are also responsible for reviewing, triaging and appropriately disseminating laboratory results, both interfaced and faxed. They are responsible for basic administrative and patient support services. They act as a key member of the health care team ensuring that patients, providers and other team members receive prompt and professional service. They perform all clerical functions in the Patient Services setting.

• Greets patients and other visitors promptly and professionally
• Assists patients, team members, providers and other team members with incoming and outgoing calls and fax transmissions
• Identifies emergency situations (over the phone or in the health center) and takes appropriate actions
• Forwards calls, faxes or other incoming correspondence to appropriate team member, creating a patient case or physically talking with team members as indicated
• Accurately enters and verifies patient demographics and insurance information/coverage over the phone and at check in
• Schedules/reschedules patient appointments, appropriately maximizing availability of provider schedule, utilizing the following to prioritize:
o Patient’s usual provider
o Another member of the usual provider’s care team
o Another provider in the same site
o Another provider in an alternate HHHN site
o Informs patients of HHHN Urgent Care sites
• Collects Co-pays, co-insurance and self-pay balances at time of visit. Offers patients sliding fee program
• Checks patients out, including scheduling follow-up appointments and processing referrals not requiring a prior authorization
• Reconciles payment batch amounts daily. Informs supervisor immediately of any discrepancies
• Performs all procedures in opening and closing departments in accordance with policy and procedure
• Provides highest level of customer service in all interactions with internal and external customers
• Protects the confidentiality of patient’s electronic medical record in accordance with policy and procedure
• Ensures timely response to inquiries from insurance companies and/or circulates to appropriate personnel
• Attends all expected training and meetings
• Assists Patient Services Leader with training of other Patient Services staff
• Classifies and barcodes hard copy documents for electronic medical records
• Reviews and follows policies and legal requirements prior to releasing copies of medical records
• Review incoming laboratory results (interfaced and faxed), triaging those results, forwarding to the appropriate provider and/or nursing staff for timely review
• Communicates directly with nursing and provider staff to ensure that “red flagged” or “critical” lab results are reviewed and addressed in a timely manner
• Follows up with providers when specimens are submitted to the laboratory without an appropriate billable diagnosis to ensure that patients are not inappropriately billed for services
• Performs phlebotomy and other specimen collection as per Network policies and procedures
• Prepares all specimens for transport and processing, including ensuring that specimens are collected in appropriate tubes, are correctly and thoroughly labeled, centrifuged and appropriately bagged, and ready for the courier pick up in a timely manner
• Maintains patient flow at a reasonable pace
• Protects patient privacy while in the draw station
• Participates in training of personnel assigned to phlebotomy
• Ensures that requisitions include all necessary information for specimens to be processed and for laboratory to bill appropriately
• Demonstrates knowledge of specimen requirements and handling such that only appropriate specimens are submitted for testing
• Participates in quality improvement activities
• Other duties as assigned

• High School Diploma or equivalent
• Computer training and/or medical terminology training preferred
• Minimum of one-year work experience in a medical office setting or equivalent training/education required
• Demonstrated ability to manage multiple tasks and prioritize workload
• Experience working with a diverse population required
• Experience with Microsoft Office required
• Experience with EMR and knowledge of billing a plus
• Excellent customer service and communication skills required
• Phlebotomy experience a plus
• Must possess current BLS Certification
• Must have excellent computer skills
• Familiarity with the Network’s EMR and PMS is preferred
• Must have a valid driver license and be able to travel throughout the Network
• Knowledge of general phlebotomy practices and related specimen collection/preparation processes
• Knowledge of lab values and ability to discern when it is necessary to alert staff of an abnormal (high or low) value requiring immediate attention to ensure patient safely and optimum care
• Knowledge of diagnosis codes needed for specific testing to ensure correct billing is submitted
• Knowledge of practice management system, electronic medical record and all interfaces related to laboratory reporting and test submissions
• Ability to communicate effectively with patients, staff and external contacts via phone, in person and in writing
• Ability to function as a member of the phlebotomy team to resolve immediate and long-term patient concerns
• Ability to establish/maintain effective relationships with a wide variety of people

The pay rate for this position is $20.29/hour.