Medical Practice Representative

About the role

Accountable for providing patient-centered care and operational support to the medical team to ensure optimal patient experience. Coordinates activities across clinical areas and facilitates smooth patient flow. Assists with patient data collection, performs select screenings, and completes medical office functions relevant to the area/assignment.

Requirements

• Education: None required
• Experience: Three years of customer service experience, preferably in a medical/healthcare/health insurance setting. Patient registration experience preferred.
• Preferred: Completion of coursework towards an accredited medical terminology program. Medical Office Assistant experience or training is a plus.
• Equivalent: Completion of a Parkland Workforce Development Training Program may substitute for the required education and experience.
• Skills and special abilities:
  • Ability to work collaboratively with colleagues to deliver patient/customer services that exceed patient expectations as evidenced by patient satisfaction scores
  • Ability to demonstrate competency required as applicable to the specialty area
  • Demonstrated communication skills including above-average verbal skills (heavy public contact) and written skills
  • Bilingual skills preferred
  • Familiarity with diagnostic ICD-9-CM coding and HCPCS-CPT4 procedure codes
  • Working knowledge of medical terminology
  • Basic clerical skills and working knowledge of standard office equipment
  • Detail-oriented with sharp analytical skills to resolve registration issues related to multiple groups including third-party payors, physicians, patients, and the system
  • Ability to solve problems within established policies and procedures
  • Ability to adjust to multiple demands, shifting priorities, and rapid change
  • Virtual Care Only: Ability to work collaboratively and optimally with patients with serious health conditions and barriers to care
  • Virtual Care Only: Ability to recognize and escalate clinical decision-making to appropriate multidisciplinary team members
  • Virtual Care Only: Strength in documenting within an electronic health record with ability to effectively problem-solve when faced with decision-making challenges and escalate as appropriate
  • Virtual Care Only: Confident with technology, specifically electronic medical records, video encounters, and computer applications

Responsibilities

• Proficiently performs patient service activities in coordination with the clinical team, including but not limited to:
  • Ensures patient and family comfort, safety, privacy, and confidentiality at all times
  • Adapts work methods to accommodate population-specific care needs (physical, psychosocial, cultural, age/developmental) of each patient
  • Greets patients and families, making them feel welcome and wanted
  • Assists patients and families with directions, inquiries, and information as requested; ensures needs are addressed satisfactorily
  • Keeps patients and families informed about wait times and any other factors that may affect the visit
  • Stays cognizant of clinical/area needs to facilitate patient care and flow
  • Assesses patient experience at the end of each visit to determine if patient needs were met
• Virtual Care Only: Proactively outreaches to patients using motivational interviewing, demonstrating effective, caring communication to build patient trust and establish and maintain relationships to gather information, encourage patient self-interest in healthcare, and follow up on patient-established goals
• Virtual Care Only: Assists patients and families with health system navigation, making appointments, patient advocacy, determination of community resources to reduce barriers to care, and support set-up and initiation of electronic communication modes (email, MyChart, etc.)
• Coordinates clinic/area activities and facilitates business processes in accordance