Patient Representative - (3147 Call Center) - Full-Time

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

Purpose:

To provide front office support in clinical areas.

Essential Duties/Responsibilities:

As applicable for your department:

• Greets, acknowledges and provides closure to all customer needs in a professional and efficient manner
• Maintains effective communication and interacts appropriately and professionally with all members of health care team
• Checks patients in and out following standard operating processes to include management of samples, notes, forms, scripts, directing patients, and triage sheets
• Schedules, coordinates and reschedules all patient appointments (includes office, outpatient procedures, hospitals, and other medical facilities)
• Answers incoming calls and takes necessary action
• Maintains provider schedules as directed by manager
• Maintains physician on-call schedule for department
• Keeps logs as required by Manager
• Attends department and other meetings as required by Manager (including training and re-education)
• Maintains inventory of office supplies and orders as needed
• Opens and sorts mail
• Directs patients to contact Central Business Office for additional billing inquiries
• Assists Manager with other duties deemed necessary to achieve efficiency and a cohesive working environment

Other Duties:

• As assigned by Manager

QUALIFICATIONS

Required:

• High School Diploma or GED Equivalent

Preferred:

• Experience in Medical Office Administration
• BLS/CPR Certified

Wilmington Health is an Equal Opportunity Employer committed to providing equal opportunities to all applicants and employees. We are committed to treating everyone equally and with respect regardless of race, age, sex, religion, national origin, citizenship, marital status, veteran’s status, sexual preference, disability, genetic information or any other class protected under state or federal law.

ADA Physical Demands:

Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day) Position Dependent (prn)

Physical Demand

Required?

Frequency

Standing

Position Dependent

Sitting

Continuously

Walking

Position Dependent

Kneeling/Crouching

Rarely

Lifting

Rarely

Patient Representative Competencies

General

1. Customer Service
2. Professionalism/Integrity/Responsibility
3. Teamwork/Lean Process Improvement
4. Game Changer/Initiative
5. Dependability/Punctuality
6. Interpersonal Relationships/Communication
7. Judgment/Decision Making/Problem Solving
8. Quality/Quantity
9. Safety/Housekeeping
10. Organizational Skills/Time Management

Department Specific

1. Follows reception process for all check in duties.
2. Follows appointment preparation process for all scheduled appointments including eligibility verification, referral/authorization/managed care processes.
3. Follows process for all demographic data entry.
4. Follows appointment process for scheduling to include system reports (cancel/reschedule), Live Chat, and appointment request mailbox.
5. Follow check out processes for appointments, referrals, tasking, communications, managed care and failsafe.
6. Follows insurance process for all insurance data.
7. Follows cashier process for collections, retail sales, and batching.
8. Follows patient financial counselor process for billing inquiries and concerns.
9. Follows all processes for reconciliation of internal communications.
10. Follows HIPAA guidelines.