Patient Representative

Carolina Center for Specialty Surgery (CCSS) is seeking a Full Time Patient Representative located in our mid-town Charlotte center. CCSS is affiliated with Carolina Neurosurgery and Spine Associates, a private medical practice established for over 75 years and recognized as one of Charlotte and North Carolina’s Top Workplaces.

About the role

The ideal candidate has at least 1 year of healthcare front desk experience. Candidates without front desk experience should have some medical office education and knowledge of medical terminology and insurance. Prior experience in a busy medical practice is highly favored. Must have the ability to multi-task in a fast-paced environment while ensuring excellent patient care.

Responsibilities

• Checks in patients; collects payments; verifies and/or updates insurance.
• Obtains proper insurance documentation and demographic information following HIPAA standards.
• Processes new patient paperwork and/or updated paperwork for surgeries.
• Follows established procedures to prepare for upcoming surgeries.
• Explains insurance authorization to patients as necessary.
• Other duties as assigned by changing needs, patient flow, or physician request.

Reflects CNSA Core Values in all job responsibilities and interactions:

• Compassion: Treats others with compassion and empathy.
• Teamwork: Collaborates with all team members.
• Communication: Communicates effectively and with positivity.
• Integrity: Acts with integrity and accountability.
• Innovation: Remains open-minded to new ideas and continual improvement.
• Community: Treats every patient and team member as part of the CNSA community.
• Participates in department or system-wide improvement plans.
• Performs high-quality work that is neat, accurate, complete, and on time.
• Offers assistance to all patients by promptly responding to requests and needs.
• Asks questions to gain full understanding of assignments.
• Adapts to changing assignments and responsibilities.

Requirements

Knowledge

• Customer Service
• Medical and insurance terminology
• Payer guidelines
• Legal and ethical considerations related to patient information
• HIPAA guidelines and policies
• Basic understanding of Microsoft Office Suite and Electronic Medical Record (EMR) systems

Skills

• Time management, problem solving, multitasking, and prioritizing
• Effective written and/or oral communication
• Detail orientation

Abilities

• Establishes and maintains effective working relationships across departments and diverse patient populations.
• Analyzes situations and responds appropriately.
• Organizes and prioritizes information and assignments.
• Emotional intelligence.
• Works under general supervision with little discretion.

Working Environment

• Direct in-person contact with patients in a non-clinical role.
• Mental/Physical Requirements: Sitting and standing associated with a typical office environment. Speaking and hearing, both in-person and on the phone. Bending, stooping, crawling in confined spaces.

Schedule

Four days a week at 10 hours per day. Flexible on the days, but must be available beginning at 6:00am until 4:00pm.