Patient Representative

JOB TITLE: Patient Representative

REPORT TO: CLINIC MANAGER

BASIC FUNCTION: Under the general supervision of the Clinic Manager or Office Supervisor, performs various clerical and customer service duties in support of effective and efficient clinic operations. Updates files, retrieves patient charts as required; reviews charts for complete information and signatures.

REPRESENTATIVE DUTIES:

The duties recorded below are intended to accurately represent the duties of the class and are not intended to cover every single duty of the job.

1. Excellent Customer Service is a requirement of all Patient Representatives.

2. Greets and assists Innercare patients; directs patients to appropriate office and responds to inquiries regarding available services, billing and related procedures.

3. Functions as back up to PBX Operator.

4. Obtains Vital information from Patient, includes but not limited to:

• Patients Primary Care Physician

• Reason for visit

• Insurance verification

• Verify demographic form is complete

• Method of payment

• Last Hospital visit or consulting Physician with paperwork

• Introduction & Instruction on Patient Portal

5. Collects and records patient payments for services rendered; balances receipts daily in absence of cashier.

6. Schedules and reschedules patient appointments, calls patients to confirm appointments.

7. Completes and processes various forms and records.

8. Scanning and Indexing Patient demographics and other Patient information.

9. Operates variety of office equipment including computer, scanner, printer, copier, calculator, fax machine, telephone, and electronic signature pad.

10. Knowledge and implementation of community-based, patient-centered medical home (PCMH) process with appropriate coordination of care.

11. Special Projects may be assigned.

EDUCATION AND EXPERIENCE: Any combination equivalent to: graduation from high school or GED equivalent and experience. Two years’ experience in related duties and responsibilities of the job.

KNOWLEDGE AND ABILITIES: Good customer and telephone skills a must. Knowledge of modern office practices and technology; including computers and other office equipment;

Patient Representative Revised 10/3/2022

knowledge of proper English usage, spelling, punctuation and grammar; knowledge of written and oral Spanish language; knowledge of basic mathematics; ability to learn, interpret and/ or communicate rules, regulations, procedures, and policies; ability to follow oral and written directions; ability to prepare records and reports with accuracy and in a timely manner; ability to maintain confidentiality of records as required; ability to provide quality, efficient customer service; ability to maintain professionalism in confrontational situations; ability to use a computer effectively for word and data processing; ability to type at a rate required for timely completion of duties; ability to learn new information and skills to enhance job knowledge and abilities.

WORK DIRECTION, LEAD AND SUPERVISORY RESPONSIBLITIES: Not applicable- no assigned permanent staff to supervise.

PHYSICAL EFFORT: Requires ability to walk and stand for extended periods of time. Normal medical office environment.

CONTACTS: Supervisor, co-workers, other Innercare department personnel, patients, medical personnel, pharmacy personnel, copy service personnel, and the general public.

WORKING CONDITIONS: Work is performed under stressful conditions; work may require extensive Video Display Terminal exposure. Worker may be exposed to communicable disease. Must comply with the Innercare Corporate Compliance Program.

HIPAA/Compliance

Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.

Comply with all regulations regarding corporate integrity and security obligations. Report unethical, fraudulent or unlawful behavior or activity.

NOTE: THIS JOB IS NON-EXEMPT UNDER FLSA PROVISIONS.

Innercare is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Innercare will provide reasonable accommodation to qualified individuals. Innercare encourages both incumbents and individuals who have been offered employment to discuss potential accommodations with the employer.

Job Type: Full-time

Pay: $17.00 - $18.50 per hour

Benefits:

• 403(b)
• 403(b) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Related job: 2 years (Preferred)

Work Location: In person