Patient Service Department Clerk (42-3F)
at Salem Clinic

Date Posted: 11/14/2018

Job Description

Hours: Full-time, 40 hours/week, M-F, 8-5

Location: Main

Department: Patient Service, Family Medicine

Salem Clinic, P.C.

Position Description

Position Title: Patient Service Clerk      Department:  Patient Service

Employment Status: Non-Exempt      Reports to:  Patient Service Team Leader 

Position Description Last Updated: 06/18      Scale Number:  PS04

Job Summary/Position Objective: Assist patient service and medical staff by faxing, labeling lab cards, answering phones, greeting patients and scheduling appointments.

Required Customer Service Skills: Employees of the Salem Clinic are required to consistently implement the Clinic’s “Principles of Customer Service” (described below).

Smile – Provide a warm and friendly greeting in person or on the telephone,

Assist – Be alert and responsive to opportunities to help patients and staff,

Listen – Show interest, provide undivided attention, and use active body language,

Eye Contact – Always provide eye contact at initial greeting, and at other feasible times,

Mile Extra – Go the extra mile to meet other’s needs,

Communicate – Keep people informed, respond to messages in a timely manner, and ask questions,

Liaison – Initiate positive relationships with patients and staff members while meeting their needs,

Individualize – Treat each person as an individual and look at things from their perspective,

Notice Surroundings – Notice physical surroundings and what people need, take action if needed,

Impression – Make a positive impression during each interaction, and

Choice – Choose to make the Salem Clinic a great place to work and to receive excellent care.

Required Teamwork Skills: Employees of the Salem Clinic are required to consistently implement the Clinic’s Essential Skills of Teamwork (described below).

Alert and responsive to assist fellow workers without being asked,

Puts needs of others before own,

Offers constructive feedback in a nonjudgmental, positive, and confidential manner,

Shows initiative and takes responsibility in dealing with interpersonal conflict resolution,

Flexible in response to unexpected changes in work volume, scheduling and staffing,

Takes responsibility for keeping informed,

Assumes supportive role in the absence of supervisor,

Recognizes, acknowledges and shows appreciation for the contributions of others,

Promotes a positive work environment.

Required Knowledge, Skills, Abilities:

1.  Experience dealing with the public in an office setting.

2.  Ability to communicate clearly, professionally, and courteously. Ability to read, understand, and follow oral and written instruction.

3.  Ability to work with providers, nursing, patient service staff and patients.

4.  Ability to work in a fast paced environment, while keeping close attention to accuracy.

5.  Knowledge of grammar, spelling, and punctuation in order to forward patient information to the medical staff. Must be able to pass the required spelling and typing test.

6.  Must be detail-oriented and have the ability to prioritize a variety of tasks and work under time deadlines.

7.  Must be able to multitask.

Preferred Qualifications:

1.  One year work experience in a medical office setting.

2.  Knowledge of medical terminology desirable.

3.  Previous experience with cash handling, terminal digital filing system, word processing, and using computers.

4.  CPR certification.

Essential Functions:  

1.  Enter information into Electronic Health Record according to protocol.

2.  Fax prescriptions, Medical Records, and other forms as appropriate.

3.  Create and affix mail labels for lab cards.

4.  Greet patients and visitors in a prompt, courteous, and helpful manner.

5.  Assist patient service by admitting patients.

6.  Refer patients to Patient Accounts or Business Office for clarification of insurance coverage as needed.

7.  Refer to Patient & Provider Relations for resolution of disputes and/or patient concerns as needed.

8.  Observe waiting area and reassure patients awaiting service for lengthy periods of time. Notify licensed medical and/or nursing staff of patient emergencies, need for assistance, or lengthy waits.

9.  Distribute and/or assist patient in completion of forms.

10.  Answer telephone promptly and courteously, identifying yourself to callers. Forward calls appropriately, always announcing your call to the receiver.

11.  Make appointments for patients following department protocol.

12.  Participate in departmental meetings, for patient service. Problem solving groups and in-service educational opportunities on an ongoing basis.

Other Duties:  

1.  Maintain office equipment.

2.  Serve as mentor to new staff and students as assigned.

3.  Float to other departments when Clinic staffing warrants.

4.  Perform other duties as requested.

Working Conditions: Work is performed in an office setting. Work may require standing for long periods of time; also stooping, bending, and stretching for files and supplies. Involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive and involves dealing with sick people. Occasionally lifting items weighing up to 30 pounds. It is necessary to view and type on computer screens for long periods.

Equipment Used:  

1.  Multi-line telephone

2.  PC

3.  Epic EHR system

4.  Copy and Fax Machines

5.  LIS management system

6.  Hospital EHR system

Privacy Policy: Staff members of Salem Clinic may not access records that contain our patients’ individually identifiable health information without a legitimate, work-related reason consistent with their job function. We have identified above the job functions at Salem Clinic and corresponding records to which the identified job functions have access. 

Access to the entire medical record is allowed only as identified above or as otherwise required, in the judgment of our professional clinical staff, for the safety of our patients or the quick, effective delivery of quality health care.

Disclaimer: This Position Description reflects the general nature and level of work considered necessary to describe the principle functions of the position identified. This Position Description is not to be construed as a detailed description of all the work requirements that may be inherent in the job. The Salem Clinic, P.C. reserves the right to amend the functions and qualifications listed in this Position Description at any time.

The Salem Clinic, P.C. actively seeks to develop a qualified pool of applicants regardless of the applicant’s age, race, sex, religion, national origin, or disability. All applicants will be given equal consideration in accordance with established Salem Clinic, P.C. policies.

Job Requirements

Required Knowledge, Skills, Abilities: 

  1. Experience dealing with the public in a fast paced, customer service oriented environment or office setting.
  2. Ability to communicate clearly, professionally, and courteously.  Ability to read, understand, and follow oral and written instruction.
  3. Ability to work in a fast paced environment, while keeping close attention to accuracy.
  4. Knowledge of grammar, spelling, and punctuation in order to forward patient information to the medical staff.  Must be able to pass the required spelling and typing test.
  5. Must be able to work flexible hours and shifts and available for weekend rotation.
  6. Must be detail-oriented and have the ability to prioritize a variety of tasks, multitask.
  7. Must be able to work independently and as a team participant.

Preferred Qualifications: 

  1. One year work experience in a medical office setting.
  2. Knowledge of medical terminology desirable.
  3. Previous experience with cash handling, word processing and using computers.
  4. CPR certification.

Job Snapshot

About Us

Founded in 1925, Salem Clinic is deeply rooted in the Salem and Keizer medical communities. We have steadily grown from a three physician practice to one that includes over ninety healthcare providers and 500 staff members. Our multi-specialty group practice design benefits patients through every phase of life. Our physicians represent family medicine, internal medicine, general surgery, obstetrics and gynecology, urgent care and hospital medicine.

Our five convenient locations bring healthcare close to home for our patients. In addition to our primary care physicians and specialists, Salem Clinic also maintains a full service laboratory with a robust testing menu and an imaging department with highly skilled technologists. The Clinic’s ancillary testing capabilities include general x-ray, bone densitometry, CT, MRI, ultrasound, echocardiography, mammography, EKG, nuclear medicine and all varieties of blood, urine and other specimen collection and testing.

The large multi-specialty group practice setting enables Salem Clinic to provide patients with truly comprehensive care. We are large enough to have the resources to be on the cutting edge of technology and care models and small enough that every individual staff member can be heard and can affect change.

Salem Clinic staff and physicians are held high standards for customer service and teamwork creating a professional and friendly work environment for all to enjoy!

Are you interested in joining our team? We are looking for customer service oriented persons who enjoy working in a fast-paced, team-based, ever changing environment. We want persons who are looking for long-term employment. We reward longevity with a generous retirement benefit that includes a 10% contribution, with no matching required.

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