Patient Engagement Representative

SUMMARY: The Patient Engagement Representative provides patients with high quality, efficient, and effective service. The Patient Engagement Representative provides the patient and the clinic with high quality information input to ensure accuracy and completeness of the patient's information. The Patient Engagement Representative provides customers with compassion, empathy and service with a smile and actively works to create and maintain a professional, positive patient experience.

PRIMARY RESPONSIBILITIES:

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service trainings, departmental meetings, and community events.
7. Work cohesively with team members.
8. Perform other duties as assigned.
9. Report and travel to other CareSouth facilities to perform duties as assigned or needed.

KEY RESPONSIBILITIES:

1. Patient Interaction and Customer Service: Greets patients and families in a courteous, welcoming, compassionate and empathetic, and professional manner. Assisting with paperwork as needed. Resolving patient issues as appropriate.
2. Patient Registration and Check-In: Patients are registered, information is verified, and paperwork is completed.
3. Verifying Insurance: Confirming insurance coverage and entering all insurance information into the EHR. Conducting household income assessment to calculate sliding fee cost for services.
4. Scheduling and Appointment Management: Coordinating with patients, providers and external healthcare entities to schedule appointments accurately and timely. Scheduling, confirming, and managing appointments to ensure efficient patient flow. Coordinating with Call Center team regarding appointment scheduling.
5. Communication: Conferring with customers in person or by telephone to provide information about services, scheduling appointments, and obtaining details of complaints or other information. Communicating with healthcare providers and staff members as appropriate.
6. Record Management: Maintaining accurate, confidential patient records, including demographic information, income information, appointments, insurance information, promissory notes, etc.
7. Administrative Tasks: Maintaining patient files, filing/scanning patient documentation (identification, household income, insurance verification information, promissory notes, etc.) and preparing reports (day-end financial report) as applicable. Reviewing e-fax daily and disseminate faxes to appropriate place. Review provider schedules to ensure accuracy and optimization.
8. Financial Management: Processing payments, collecting co-pays, fees, deductibles and patient's income information and verifying insurance. Updating promissory notes.
9. Maintaining a Work Professional Environment: Keeping the reception and work areas organized and clean.
10. Confidentiality and Compliance: Protecting patient privacy and maintaining confidentiality of medical information. Following HIPAA regulations and requirements.
11. Providing Patient Education: Answering questions, explaining processes and procedures, and providing necessary information to inform the patient/families.
12. Performance Improvement: Identifying areas for improvement. Recommending improvements and conducting chart audits. Participating and facilitating team huddles.

REQUIRED SKILLS AND QUALIFICATIONS:

1. Excellent Communication Skills – strong verbal and written communication to interact with patients, visitors, staff and providers.
2. Customer Service Skills – Friendly, patient, and helpful demeanor with all patients, visitors, vendors, staff and providers.
3. Organizational Skills – managing appointments, records, documents, files and other administrative tasks efficiently.
4. Data Entry Skills – accurately inputting patient information into the electronic health records (EHRs) and other electronic systems.
5. Computer Proficiency – using medical office software and other technology.
6. Problem-solving Skills – addressing patient inquiries and concerns effectively.
7. Attention to Details – following directions, accurately entering, receiving and communicating information, and observing patient wait areas and surrounding areas.

REQUIREMENTS:

1. High School Diploma or equivalent. Completion of a Medical Office Administration program is preferred
2. 2 years of customer service experience.
3. 1 years of medical office experience preferred
4. Must have the ability to learn using Electronic Health Records (medical and dental); must have strong computer skills.
5. Excellent verbal and written communication skills.
6. Friendly, welcoming, and compassionate disposition
7. Must have exceptional interpersonal communication skills.
8. Must be able to effectively resolve conflicts.
9. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES:

N/A

Physical Requirements:

1. Visual acuity - always
2. Hand – eye coordination - always
3. Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes
4. Stooping, Bending, and Standing - sometimes
5. Walking- frequent; short distances

WORK ENVIRONMENT:

1. Indoor, environmentally controlled
2. Exposure to disease or infections
3. No vibrations
4. Exposure to artificial and/or natural light
5. Exposure to outdoor weather elements

TRAINING:

1. Relias CareSouth Onboarding
2. Relias Track A Non-Clinical

PERFORMANCE MANAGEMENT EVALUATION TYPE:

Operations