Patient Representative I

About the Role

The Patient Representative (PR) acts as a greeter to patients entering Zufall Health Center, answers the telephone, completes registration, and conducts intake as needed. The PR directs patients to the appropriate destination, answers questions, explains processes, reviews required documentation, and checks eligibility. The PR supports the mission and vision of Zufall Health Center.

Responsibilities

• Consistently adheres to all departmental policies and procedures.
• Conducts all aspects of the job in a professional and ethical manner.
• Works independently with little or no supervision but uses available resources for problem resolution.
• Completes assignments in a timely and efficient manner.
• Maintains a high level of confidentiality.
• Works collaboratively with team members to assure optimal outcomes of care and service.
• Utilizes departmental resources prudently and appropriately.
• Uses communication methods that create and foster a positive image of the department.
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work-related issues.
• Keeps manager or supervisor informed of work-related issues at all times.
• Performs additional duties as determined by supervisor.

Specific Duties

Interaction with Patients

• Greets all visitors to the facility and directs them to their appropriate destination.
• Greets patients and visitors in a prompt, pleasant, and helpful manner in person and on the telephone.
• Answers the telephone and makes appointments or responds to inquiries.
• Ensures that the patient brings all supporting documentation to the visit.
• Reminds patients of appointment times, required documentation, immunization records for new pediatric appointments, and schedules or reschedules appointments.
• Explains processes and forms to patients as needed.
• Conducts eligibility checks on insurances.
• Collects payments from patients, enters the payment in eCW, and prints receipts for the patient. PRs are responsible for the money they collect and must ensure it is locked in the safe or a locked drawer at their desk or in the supervisor’s office at all times. Keys to drawers are never to be left in the open.
• Communicates with the medical staff regarding patients' visits.
• Assists with printing out requisitions or other forms as needed.
• Presents a professional and friendly demeanor at all times, acting as a team player in all situations.
• Keeps personal areas and surrounding public areas neat and clean, routinely straightening up during the day.
• Maintains a professional appearance: scrubs must be clean and neat, only Zufall jackets are allowed over scrubs, no personal sweaters or sweatshirts, only white T-shirts under scrubs, and clean sneakers. No personal clothing or possessions, including cell phones, are to be visible at their desk or on the back of the chair. Cell phones should never be used in areas where patients are allowed.

Communication

• Maintains patients' confidentiality in compliance with HIPAA and other federal, state, and local regulations as stated in the ZHC policies and procedures manual.
• Answers inquiries from patients and the public in person or via telephone regarding regulations and services; refers inquiries to the appropriate person or department when necessary.
• Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.

Requirements

• Knowledge of computer software programs such as Microsoft Word and electronic medical records.
• Excellent customer service skills.
• Able to work with very little supervision.
• Able to adapt quickly to unanticipated changes in workflow or work processes, or frequent changes in insurance rules and coverage.
• Able to understand, carry out, and remember verbal and written instructions.
• Bilingual in English and Spanish (required).

Qualifications

• High school diploma required; college credit or additional education in a medical field or insurance and billing courses preferred.
• Possess a current, unrestricted New Jersey operator license issued by the New Jersey Division of Motor Vehicles, or be able to efficiently and effectively use public transportation to travel to other sites as needed.
• Minimum of 1 year of experience in a customer service field, and 1 year of experience in collecting money or billing and insurances.
• Experience in a clinical/ambulatory care setting preferred.

Training and Evaluation

PRs are hired as a PR I. They remain at this level during their initial training. After three months of employment, they are required to take an exam covering all material necessary to perform their duties, including customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance, and Zufall policies and procedures. Staff have three opportunities to pass the exam. If they do not pass on the first or second try, they will receive additional training. If they fail three times, they will be terminated.

Pay

$17.00-$19.71 per hour