Patient Care Representative - Front Desk

Patient Care Representative

About the Role

MFM Health is seeking an enthusiastic, detail-oriented, and reliable Patient Care Representative (PCR) to support our team in Danvers, MA and transition to the Manchester-By-The-Sea, MA practice. The role involves providing excellent customer service, managing patient information, and assisting with administrative tasks.

Responsibilities

• Provide excellent customer service to all patients, families, and caregivers
• Professionally greet patients and visitors as they arrive to the practice
• Check in patients for their appointments, confirm and update demographic and insurance information as necessary
• Perform insurance eligibility checks and collect all patient co-payments and outstanding balances
• Understand various aspects of medical insurance to accurately answer patient insurance inquiries and ensure appropriate insurance allocation and verification
• Collect necessary patient signatures on required documents ahead of their appointment
• Aid patients, families, and caregivers with Patient Portal access and encourage its use
• Answer phones, schedule appointments, and manage online portal messages. Efficiently escalate questions or issues to appropriate clinical resources, as appropriate
• Process patient requests, including forms, referrals, and prescriptions, and redirect to clinical staff as necessary
• Track patient medical records for all alerts including quality measures and communicate to provider as appropriate
• Monitor provider schedules for tardiness or no-shows and communicate with clinical staff and patients appropriately and following Patient Late Arrival and No Show policies
• Schedule appointments in accordance with office scheduling policies using our EMR, Athena
• Review patient encounters to determine next steps and schedule all follow-up appointments, specialist visits, and diagnostic testing or imaging, as appropriate
• Provide patients with relevant instructions, educational materials, or community resources in support of ongoing care, testing, and/or referrals
• Understand and maintain HIPAA regulations and patient privacy protocols
• Other duties as assigned by managers and leads

Requirements

• High School diploma or equivalent
• 1+ years of experience in customer service or in a related administrative position, healthcare experience preferred
• Strong interpersonal, time management, and organizational skills
• Outstanding customer service skills, positive attitude, and professional appearance
• Knowledge of medical terminology, procedures, diagnoses, and health insurance
• Efficient problem solver
• Adaptable, flexible, and reliable
• Ability to multitask in a fast-paced office environment and work either independently or as part of a team
• Excellent verbal and written communication skills
• Knowledge of computer and relevant software applications