Patient Representative

The Patient Representative assists clinic medical staff members by screening and directing calls, greeting and directing patients, and scheduling appointments. The Patient Representative also scans correspondence into patient charts.

This position complies with department and organization-wide policies, RHC and Critical Access Hospital (CAH) requirements, Safety, and Infection Control, and all Federal and State of Nebraska regulations related to the performance of Webster County Community Hospital (WCCH) operations and requirements of the compliance program.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet and acknowledge all patients/individuals who enter through clinic doors.
• Promptly route each call to the proper party; and take telephone messages when necessary and deliver them in a timely manner.
• Schedule appointments for patients in office, and for testing and referrals.
• Resolve scheduling conflicts. Notify patients of changes/cancellations and prioritize urgency of appointments for rescheduling.
• Assemble patient information for scheduled appointments including charge tickets, physical forms, and current patient information.
• Ask every patient for changes in address, phone number, or health insurance.
• Ensure every patient has two emergency contacts listed at each appointment.
• Check for current patient identification and insurance cards, and scan when necessary.
• Ask every Medicare patient the questions on the Medicare Secondary Payer (MSP) Questionnaire at every visit as required by Medicare.
• Protect patient information by allowing only those with need-to-know to access and read the PHI.
• Audit patient charge tickets daily for completeness to assist the coding and billing department.
• Keep reception area and waiting area tidy and clean.
• Handle cash receipts by issuing a receipt for all funds collected over the counter.
• Receive, sign for, and distribute incoming packages delivered to the receptionist area.
• Operate specialized equipment such as multi-line telephone, copier, fax, and scanner.
• Turn off all equipment at the end of the day. Make sure all doors are locked.
• Ensure physician leveling cards are turned into the office in a timely manner.
• Enter physician professional fees based on physician leveling cards and hospital face sheets.
• Scan all signed documents into patient charts daily.
• Complete patient appointment cards and student excuse cards as necessary.
• Ensure patients have an updated (within 1 year) signature in their chart for the Consent to Treat and HIPAA privacy form.
• Track procedures for CLIA reporting daily.
• Preauthorize physician orders based on patient insurance requirements.
• Attend and participate in monthly clinic meetings.
• Assist other employees as necessary and perform any other duties as assigned.

• Supports the mission, vision, values, ethics, and goals of WCCH.
• Pledges sincere commitment to quality care and a quest for excellence.
• Maintains confidentiality for the people WCCH serves and to fellow employees by following HIPAA Privacy and Security Rules at all times.
• Ability to come to work as scheduled and consistently demonstrates professionalism, dependability, organization, and punctuality.
• Adheres to the team approach and work well with fellow employees.
• Maintains accountability and responsibility for job performance and seeks ways to improve.
• Demonstrates respect, politeness, consideration, and sympathy to patients, visitors, and fellow employees.
• Encourages positive community relations by expressing desire for continuous quality improvement to the public and fellow employees.
• Maintains a professional appearance of self and work area.
• Attends interdepartmental meetings and other meetings as position requires.
• Attends any educational events that are required or would be beneficial to the wellbeing of the department and/or clinic/hospital.
• Utilizes proper body mechanics, transfer/lifting techniques and appropriate equipment to minimize fall risk to patient and injury to self.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.