Welcome to Zufall Health!
Position Summary
The Patient representative (PR) acts as a greeter to patients entering Zufall Health Center as well answer the telephone, complete registration, and conduct intake as needed. The PR directs patients to the appropriate destination, answers questions, and explains processes, as well as reviews required documentation and checks eligibility. Most importantly, the PR supports the mission and vision of the Zufall Health Center.
Essential Functions, Duties and Responsibilities
- Consistently adheres to all departmental policies and procedures
- Conducts all aspects of job in a professional and ethical manner
- Works independently with little or no supervision but uses available resources for problem resolution as indicated by circumstances or need
- Completes assignments in a timely and efficient manner.
- Maintains high level of confidentially.
- Works collaboratively with team members to assure the optimal outcomes of care and service.
- Utilizes departmental resources prudently and appropriately.
- Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center.
- Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues.
- Keeps manager or supervisor informed of work related issues at all times.
- Performs additional duties as determined by supervisor.
Specific DutiesInteraction with Patients
- Greets all visitors to the facility and directs them to their appropriate destination.
- Greets patients and visitors in a prompt, pleasant, and helpful manner in person and on the telephone.
- Answers the telephone and makes appointments or responds to inquiries.
- Ensures that the patient brings all supporting documentation to visit.
- Reminds patient of appointment time, documentation needed, immunization records for new patient pediatric appointments, and schedules and re-schedules appointments.
- Explains processes and forms to patients as needed.
- Conducts eligibility checks on insurances.
- Collects payments from patients, enters the payment in eCW and prints receipts for patient. PR’s are responsible for the money they collect and ensuring that it is locked in the safe or locked drawer at their desk or in supervisor’s office at all times. Keys to drawers are never to be left in the open.
- Communicates with the medical staff regarding patient’s visits.
- Assists with printing out requisitions or other forms as needed.
- As PR’s are in the public areas, they should present themselves always as professional and friendly, and act as a team player in all situations. They are responsible for keeping their personal areas and their surrounding public areas neat and clean and should routinely “straighten up” during the day.
- Appearance of attire and possessions: PR’s should keep their “scrubs” that they wear in good condition, clean and neat. Only Zufall jackets are to be worn over scrubs. Wearing of personal sweaters or sweatshirts are not allowed. Only white T shirts are allowed under scrubs and clean sneakers are to be worn. No personal clothing or possessions are to be visible at their desk or on the back of the chair. This includes cell phones which should never be taken out, for any reason in an area where patients are allowed, regardless of whether or patients or visitors are present.
- PR’s are hired as a PR I. They remain at this level during their initial training and after three months of employment are required to take an exam which covers all of the material that is required to perform their duties. It includes but is not limited to customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance and Zufall policies and procedures. Staff will have three opportunities to pass the exam. If they do not pass at their first or second try they will be given additional training. If however, they fail three times, they will be terminated.
Additional duties for a Senior Patient Representative
- Senior Patient Representative(s) (SPR) are staff member(s) who have achieved the level of PR II, and have been employed approximately one year. They perform additional duties on a regular basis in addition to the duties of the PR I or PR II which requires specific training or knowledge. These duties may include but are not limited to:
1. The processing of medical referrals
2. Managing the influx of patient inquiries through the patient portal and assigning as needed.
3. Participating in projects as team members, offering advice related to their job function, or acting as tour guides or organizers for various functions.
4. Overseeing the flow of patients with appointments and walk-ins.
5. Acting as supervisor when the regular supervisor or manager is away, handling all patient and facility issues. It does not include acting as an evaluator of the other staff members’ performance.
As a condition of employment, we require that all staff are fully vaccinated against COVID-19 and Flu. Therefore, all new employees need to be fully vaccinated against COVID-19 and Flu as well as boosters when eligible, and are required to provide documentation of receiving both COVID-19 and Flu vaccines.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, medical conditions related to pregnancy or childbirth, protected veteran status, or any other characteristic protected by law.
Thank you for taking the time to apply!
Job Type: Full-time
Pay: $16.00 - $18.55 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- 403(b)
- 403(b) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Gym membership
- Health insurance
- Health savings account
- Opportunities for advancement
- Paid sick time
- Paid time off
- Paid training
- Parental leave
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Work setting:
- Clinic
- In-person
- Outpatient
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Preferred)
Language:
- Spanish (Required)
- English (Required)
Work Location: In person