Patient Representative I

About the role

The Patient Representative (PR) greets patients and visitors, conducts registration, and supports the mission and vision of Zufall Health Center.

Responsibilities

• Consistently adheres to all departmental policies and procedures
• Works independently with little or no supervision but uses available resources for problem resolution as indicated by circumstances or need
• Completes assignments in a timely and efficient manner
• Maintains high level of confidentiality
• Works collaboratively with team members to assure the optimal outcomes of care and service
• Utilizes departmental resources prudently and appropriately
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues
• Communicates with the medical staff regarding patient's visits
• 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 visit
• Reminds patient of appointment time, documentation needed, immunization records for new patient pediatric appointments, and schedules and re-schedules appointments
• Explains processes and forms to patients as needed
• Collects payments from patients, enters the payment in eCW and prints receipts for patient
• Communicates with the medical staff regarding patient's visits
• Assists with printing out requisitions or other forms as needed
• Communicates with patients and public in person or via telephone regarding regulations and services; when necessary, refers inquiries to appropriate person or department
• Maintains patients' confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual
• Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position
• Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center

Qualifications

• Has knowledge of computer software programs such as Microsoft Word, and electronic medical records
• Have excellent customer service skills
• Be able to work with very little supervision
• Be able to adapt quickly to unanticipated changes in work flow or work process, or frequent changes in insurances rules and coverage changes
• Be able to understand, carry out, and remember verbal and written instructions
• Bilingual English and Spanish preferred
• High School diploma required; college credit or additional education in 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 in order to be able to travel to other sites as needed
• Have minimum of 1 year experience in customer service field, and 1 year of experience in collecting money or billing and insurances
• Experience in a clinical/ambulatory care setting preferred