Primary Objective

The Patient Representative (Front Desk) provides exceptional customer services to CEENTA patients through effective telephonic, virtual, and in-person communication at scheduling, check-in, and check-out.

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
• Assist patients with Kiosk usage and monitor Department Appointments Report for errors
• Collect patient balances, copays and coinsurances
• Educate patients on demand statements and payment plans
• Maintain applicable workqueues in the EHR system
• Index documents from document management system into the EHR system
• Maintain appearance of lobby and patient common areas
• Demonstrate compliance with CEENTA’s 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
• Predictable, reliable, and prompt attendance

Skills and Abilities

• Proficient in EMR system
• Proficient with Document Management System
• Proficient in Microsoft Office suite
• Ability to communicate professionally (verbally and written)
• Ability to handle sensitive and confidential information
• Ability to present a pleasant, professional demeanor and image
• Mathematical aptitude
• Typing aptitude

Core Competencies

• Customer Service: The Patient Representative (Front Desk) if often the first contact a patient has with CEENTA 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. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.

Clinical Competencies

n/a

Training Period

Corporate Epic training, 6-8 weeks of on the job training with current CEENTA staff and Operations Management. Check-ins and audits following completion of training.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

Education

High school diploma or equivalent required.

Experience

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

Certificates, Licenses, Registrations

n/a

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Patient Representative (Front Desk) functions in a busy eye, ear, nose and throat practice. This role may be exposed to contagious or infectious diseases and therefore may be required to wear personal protective equipment at times. This role routinely uses standard medical office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Supervision

The Patient Representative (Front Desk) reports to the Operations Manager or Operations Supervisor when applicable.

This position has no supervisory responsibilities.

Position Type and Expected Hours of Work

This is a non-exempt position with core hours Monday Friday, 8:00am 5:00pm. Hours are subject to variation based upon clinic needs.

Physical, Mental and Other Requirements

The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to sit, talk, or hear.
• The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms to assist patients and/or clinic staff.
• Occasionally assists with moving wheel-chair bound patients, clinical equipment, and office supplies up to 35 pounds.

Mental Demands:

• Ability to problem solve
• Ability to work under pressure or in stressful situations
• Ability to make quick decisions
• Ability to thrive in fast-paced environments and multi-task
• Ability to use discretion and sensitivity

Other Requirements:

• Active & Current Driver’s license
• Clean driving record

• Consistent and Reliable Transportation
• Polite and professional disposition

Travel

No travel is required for this position.

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. CEENTA retains the discretion to ad or change the essential job functions of this position at any time without notice.

A Typical Day in the Position

A Patient Representative is the face of the office offering a warm, welcoming smile to each patient as they are greeted during check-in/out. They will be proficient with data entry with an insurance background, allowing them to accurately schedule appointments and verify insurance coverage and benefits.Math skills will be important for collecting payments, exchanging currency and cash drawer balancing at the end of each clinic day.They will provide administrative support to the office such as sending patient messages to clinical staff, distributing mail/packages/electronic faxes, scanning documents and other duties as required or assigned.