Patient Portal Specialist

Principal Job Functions

• Manipulates database reports to organize and prioritize daily work.
• Verifies the identity of patients requesting a portal account, and registers new patients to the Bryan Health patient portal daily.
• Assists patients in the enrollment process for the patient portal.
• Uses good listening and critical thinking to understand patient’s concerns; helps patients resolve issues, if possible, or escalates appropriately when necessary. May assist in data collecting and reporting.
• Primary responsibility for provisioning patients.
• Sends welcome emails to patients who have requested a portal account.
• Responds professionally and courteously to patient requests for assistance in ongoing use of patient portal.
• Assists in identifying potential duplicate or mis-matched medical record numbers and works closely with appropriate personnel to facilitate correction.
• Responds to or appropriately routes patient requests for copies of or amendments to their medical records; may be involved in downstream notification of accepted amendment requests.
• Uploads transfer documents from sending facilities into the EMR.

Specific to Engagement focus

• Visit patients in their rooms to invite them to participate in patient portal.
• Utilizes good judgement and communicates as needed with appropriate medical center staff to determine when it is not appropriate to visit a particular patient.
• Communicates with appropriate medical center staff to pass on patient care needs either observed or communicated by patient.
• Collections necessary information to provision or update the patient’s account.
• Demonstrates features within the patient portal.
• Updates patient registration system and spreadsheet with outcomes information.
• Reports potential duplicate or mis-matched medical record numbers.

Required Knowledge, Skills And Abilities

• Knowledge of health information technology and healthcare workflow.
• Knowledge of federal, state and facility regulations, HIPAA privacy requirements and procedures related to release of information and patient confidentiality.
• Knowledge of computer hardware equipment and software applications relevant to work functions.
• Knowledge of health information management functions and patient medical record contents.
• P Skill in the use of Microsoft Office applications and web-based applications.
• Skill in listening for understanding and problem solving.
• Ability to interact directly with patients in their hospital beds.
• E Ability to provide high level of customer service via telephone or in person.
• Ability to communicate effectively both verbally and in writing.
• Ability to work independently with little supervision.
• Ability to maintain confidentiality relevant to sensitive information.
• Ability to prioritize work demands and schedule work to meet deadlines.
• Ability to work in a fast-paced, highly dynamic team environment.

Education And Experience

• High school diploma or equivalency required.
• Registered Health Information Technician (RHIT) designation preferred.
• Minimum of one (1) year customer service experience related to release of information processes, patient registration or patient billing required.
• Minimum of two (2) years experience with Microsoft Office applications and web-based applications required.