Patient Relations Lead

Rockhill Orthopaedics, P.C.
Job Description
Patient Relations Lead

Position Summary:
As the lead you will assign the appointment schedulers duties for the week, help the Patient Relations Manager with physician schedule changes and the moving of patients, and training new hires. This position is also responsible for performing a variety of functions in the medical office involving helping cover general duties, including but not limited to answering the telephone, communicating messages through email or Epic software (electronic medical record), registering, and scheduling patient appointments, verifying insurance and other patient data is accurate, scanning and or uploading patient information to patient’s electronic chart. You will be expected to work in a team atmosphere to provide excellent customer service in a professional environment. This is a full-time position (40 hours per week - hours may vary).

Qualifications:
Education: High School Diploma or GED
Epic Systems, electronic medical record software experience preferred
Skills:
Good command of the English language and professional grammar.
Clear and understandable speaking voice.
Knowledge of insurance companies and the specifics of the different plans.
Ability to sit for prolonged periods of time and type on keyboard.

Job Duties:
Oversee phone room staff and ensure that all staff are keeping up with assigned daily duties.
Assist department manager with physician schedule changes and flow of patient appointments.
Train new hires on Epic and Rockhill workflow for the phone room.
Fill-in where needed in other areas of the department (check-in, check-out, phone room).
Answer call requesting patient appointment and schedule appointments according to each physician standardized template.
Advise callers regarding practice procedure, payment/cancellation policies and pre-authorization requirements appropriate.
Enter patient demographics into the computer system.
Scan ad index documents/reports into the chart.
Sort and distribute incoming mail throughout the office; process all outgoing mail.
Duties as requested by physicians or management to help the office run efficiently.

Physical/Mental Requirements:
Varied activities including sitting, standing, walking for varied amounts of time.
Occasional stress from daily workload.
Must be able to use a variety of office equipment including phone, copy machine, fax machine and computer systems.
Personal Characteristics: Must enjoy interacting with people, be able to relate well to a variety of personalities and have good verbal communication skills. Must have a cheerful disposition with a calming affect when interacting on the telephone. A self-motivated individual who can work well with interruptions, understands the need to be precise with information-gathering tasks and is able to convey instructions effectively. Enjoys working with a team.

Expectations of All Employees:
Provide exceptional service to all patients.
Exhibit professionalism and ethical behavior at all times.
Maintain OSHA and HIPPA regulations.
Maintain strict confidentiality of patient information and business with the organization's policies.
Adhere to all policies and procedures for our organization
Treat everyone with respect, courtesy, and friendliness.

Note: The job duties listed in this job description may not be inclusive of all requirements of this position. The above statements are not to be construed as an exhaustive list of all responsibilities, skills or duties, requirements, efforts, or working conditions associated with the job. While this is intended to be accurate reflections of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs, or technological developments). This document does not create an employment contract and employment is “at-will”.