Patient Representative (Front Desk)/ cross training for clinical - must travel

Primary Objective

The Patient Representative (Front Desk) provides exceptional customer services to Carolina Sinus Center's patients through effective telephonic, virtual, and in-person communication at scheduling, check-in, and check-out. Along with being cross trained in the clinical area.

Essential Functions

• Greet patients arriving for their appointments. Monitor patient flow to ensure patients are cared for in the most efficient and courteous manner.
• Collect, enter and verify patient demographic and insurance information in the electronic health records (EHR) system
• Schedule, reschedule and cancel patient appointments in the EHR system
• Operate a multi-line telephone system; respond to voicemails in a timely manner
• Complete patient check-in & check-out processes
  
• Collect patient balances, copays and coinsurances
• Educate patients on statements and Care Credit
• Maintain applicable work queues in the EHR system
• Index documents from document management system (fax and scanning) into the EHR system
• Maintain appearance of lobby and patient common areas
• Demonstrate compliance with CSC policies and procedures, including work rules and emergency action plans
• Maintain excellent customer service with patients, families and other team members as well as demonstrate a willingness and ability to work collaboratively with others for concise and timely flow of information
• Ability to meet the physical and mental demands of the position
• The ability to work on-site and travel to other locations
• Predictable, reliable, and prompt attendance
• Assist in other areas and become cross trained in clinical to pull back patients, give allergy shots, allergy tests and various other clinical needs.

Core Competencies

• Customer Service:The Patient Representative (Front Desk) if often the first contact a patient has with CSC and must therefore demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns.
• Effective Communication:The Patient Representative (Front Desk) must communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. They should be able to listen effectively and express themselves in a clear and articulate manner.
• Information Collection & Management:The Patient Representative (Front Desk) must be able to collect, organize, and monitor data accurately and efficiently. This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).
• Multi-Tasking & Adaptability:The Patient Representative (Front Desk) must be able to multi-task and adjust their approach to meet changing demands and stressful situations to maintain clinic flow while simultaneously addressing patient needs.
• Personal & Professional Ethics:The Patient Representative (Front Desk) must have integrity and honesty as this position is patient-facing.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. Cross training in clinical area is a requirement. CSC retains the discretion to ad or change the essential job functions of this position at any time without notice.

General Skills and Abilities:

• EMR skills/ Ecw (eclinical) a plus
• Great typing skills
• Works well in a team environment
• Good written and verbal communication skills
• Good computer skills
• Excellent customer service skills a must
• Must understand the importance of HIPAA and OSHA standards

Experience

Customer or patient-facing experience, preferably in a medical office setting strongly preferred.