The Patient Representative functions as the Patient Liaison, providing an avenue of communication between patients, referring physician clinic contacts, and clinic physicians. The Patient Representative ensures timely response to phone calls from patients, patient families and referring physicians; serves to prioritize nature of phone calls and assesses insurance status; arranges for reminder calls for patients and coordinates patient scheduling for the physicians at the clinic inclusive of medical diagnostic tests; provides necessary office files and requests outside medical records; ensures emergency phone calls are directed to the appropriate physician immediately; participates in patient satisfaction, quality of care and marketing surveys; and interfaces the office staff in terms of cross-coverage when someone is away. Patient representative is also responsible for collecting co- pays, ensuring completion of physician referrals and verifying insurance eligibility and benefits.
• Working knowledge of insurance pre-certification, reimbursement, and denial processes

• Familiarity with Medicare, Medicaid, and commercial payers

• Understands how the referral team integrates with others to accomplish team objectives
• Acts as an informal resource for referral team members with less experience
• Work impacts the quality and timeliness and effectiveness of the referral team; Uses discretion to modify work practices and processes to achieve results or improve efficiency
• General knowledge of office equipment: fax, copier, multi-line phone system, voicemail
• Knowledge of Microsoft Word and Excel
• Strong customer service/patient relation skills
• Ability to establish priorities and interact professionally with individuals
• High School Diploma or equivalent
• Three years medical office, administrative, customer service or related experience
• Some knowledge of medical terminology
• Broad knowledge of eCW or related systems
• Three years patient registration and scheduling experience working with eClinicalWorks and/or other electronic medical record.