Patient Representative

Tuesday through Friday 8am - 4:30pm (8 Hours) and Saturday 7:30am - 11:30am (4 Hours). Total = 36 hours

Maintains a welcoming, friendly profile in the clinic and is responsible for the professional and efficient operation of both reception check-in and checkout procedures. Assists with phones and schedules future appointments and/or procedures. Utilizes strong customer service skills and promotes the UMPhysicians’ philosophy of patient centered care to meet the needs of all visitors/guests. Welcomes visitors, provides non-clinical information, takes messages, schedules appointments or procedures, collects co-pays, enters and verifies health insurance information and oversees the clinic lobby/patient waiting area. Arranges any accommodation or interpreter services needed for the patient visit. Resolves non-clinical patient issues, provides backup and coverage as needed. Helps coordinate provider schedules and appointments. Prioritizes between these functions on an ongoing basis to maximize efficiencies of clinic schedules and reduce patient waiting times. This position may be required to float to other departments at the discretion of the manager based on clinic needs.

Represents clinic and provides high level of customer service to patients, guests and staff.

• Displays welcoming and friendly appearance to all visitors
• Greets visitors and guests to clinic, always making eye contact.
• Listens first to deal with patient concerns
• Assists in covering tasks in all nonclinical areas
• Listens first to deal with patient concerns.
• Responds, answers or directs patient questions and concerns to meet patient needs.
• Validates parking
• Checks-in patients for clinic services according to scripts and clinic process.
• Completes registration process, prints labels and prepares new patient medical chart as requested.
• Demonstrates ability to resolve front desk issues such as patient complaints, tracking missing forms.
• Resolves patient problems, provides remediation (e.g., paid parking, gift cards) and makes exceptions to procedures to improve patient satisfaction.
• Provides backup coverage for other departments as needed.
  
  

Patient Reception

• Notifies patient of change in appointment scheduling.
• Receives patient into clinic and notifies patient care.
• Verifies patient demographic and insurance information.
• Verifies and updates forms requiring patient signature.
• Collects co-pays, prepares patient receipt and A/R deposit entry. Maintains and sends daily log to Business Office.
• Arranges for patient accommodations such as interpreter or financial counseling support.
• Monitors waiting area and notifies patient of appointment delays and rescheduling options.
• Recognizes variations and takes action to prevent undesirable appointment management outcomes.
  
  

Appointment Management

• Identifies patient needs and available appointment openings.
• Accurately coordinates and schedules future appointments and/or procedures using the practice management system.
• Verifies insurance utilizing on-line systems.
• Coordinates the scheduling and canceling of patient appointments.
• Assists patient in clinic checkout processes.
• Coordinates complex, multi-faceted visits with specialists, diagnosticians, and other ancillary services.
  
  

Health Information Management

• Requests/obtains patient reports for patient visit.
• Requests/obtains/sends medical records and diagnostic test results for patient visit to scheduled provider office.
• Completes chart prep and scans medical information.
• May transcribe/abstract information into EMR as defined by clinic practice.
• Communicates patient information to business office as needed.
  
  

Please See Attached Job Description For Full Responsibilities.

Required Skills & Experience:.

• Proven ability to learn job skills and provide patient services.
• Proven ability accurately schedule appointments and interpret provider orders.
• Successful completion of Patient Rep training program and OJT within 5 weeks of hire.
• Knowledge of organization’s purpose and goals.
• Online scheduling and EMR training.
• Key boarding skills of 35 wpm.
• Good communication and customer service skills.
• Able to adjust approaches to reflect developmental level of population served.
• Competent with Flowcast and related online processes.
• Good working skills, dependable and team player.
• Flexible with assignments and able to perform a wide variety of front desk functions.
• Good multi-tasking and critical thinking skills.
• Outstanding Interpersonal and communication skills.
  
  

Preferred Skills & Experience:

• N/A
  
  

Schedule Notes:

Tuesday through Friday 8am - 4:30pm (8 Hours) and Saturday 7:30am - 11:30am (4 Hours). Total = 36 hours