Patient Care Representative

Digestive Health Partners, PA is a large independent gastroenterology practice in the beautiful mountains of Western North Carolina. We are seeking a Patient Care Representative for our Triage department.

This position is full-time, Monday-Friday, 8:30am-5:00pm, 40 hours per week.

This position has the possibility of becoming remote or hybrid once training is successfully completed (training expected to last 30 days in-office), and approved by the Manager.

JOB DESCRIPTION

Summary

Patient Care Representative is a telephonic position responsible for receiving incoming calls in a prompt, professional, and polite manner. This position will assist the caller while providing quality patient care and customer service.

Essential Functions

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

• Process calls from hospitals, pharmacies, and other medical offices.
• Screen and route electronic patient messages portal/pMD, and accept medical history updates through the portal.
• Transfer calls to the appropriate call queues or extensions.
• Create task notes to document the calls received and task to the appropriate departments.
• Schedule lab appointments to the basic scheduling tasks bullet that is already included.
• Communicate with IDT to facilitate quality patient care and excellent customer service.
• Assist with tracking hospital pathology and other open lab orders to close the loop on patient testing.
• Research the chart to direct calls and messages accordingly, or to answer basic questions.
• Use interoffice communication to obtain quick answers to basic patient or other medical practice questions.
• Find clinical staff members to take urgent or emergent clinical calls.
• Use simple screens to determine the priority of the calls.
• Gather solid information to represent patient care needs, ensuring they are heard and communicated to the appropriate department.
• Deliver good customer service skills to boost overall patient care satisfaction.
• Follow up on failed faxed attempts within the EHR and obtain correct contact information for other practices.
• Follow scheduling protocols to address basic scheduling needs including cancellations.
• Assist patients with resetting the patient portal and their post requests.
• Document return calls within the patient’s chart or route to the appropriate person.
• Refax patient documents at the request of other facilities.
• Request facilities to refax documents to our office as needed.
• Foster positive interactions among team members and effectively communicate with other departments as necessary.
• Attend staff meetings to maintain and improve knowledge and skills.
• Perform other duties as needed.

Competencies

• Phone etiquette
• Logical thinking
• Prioritization skills
• Ethical Conduct
• Personal Effectiveness/Credibility
• Attention to Detail
• Patient Focus
• Excellent, verbal, written communication and interpersonal skills
• Ability to work independently, self-motivated

Supervisory Responsibility

• This position has no supervisory responsibilities.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is sitting most of the day.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Patient interaction: 1 year (Required)
• Medical office: 1 year (Required)

Ability to Commute:

• Asheville, NC 28801 (Required)

Work Location: In person