PATIENT ENGAGEMENT REPRESENTATIVE
3 weeks ago
SUMMARY: The Patient Engagement Representative provides patients with high-quality, efficient, and effective service. The Patient Engagement Representative provides the patient and the clinic with high-quality information input to ensure the accuracy and completeness of the patient's information. The Patient Engagement Representative provides customers with compassion, empathy, and service with a smile and actively works to create and maintain a professional, positive patient experience. In addition, the Patient Engagement Representative serves as a COVID screener.
PRIMARY RESPONSIBILITIES:
- Knowledge and understanding of Employee Handbook.
- Carry out the meaning of the CSMD Mission and Vision statements.
- Practice a culture of safety to reduce or prevent the risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
- Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
- Be present and ready for work as scheduled.
- Attend in-service training, departmental meetings, and community events.
- Work cohesively with team members.
- Greets patients, families, and providers in a courteous, friendly, and professional manner.
- Effectively, comprehensively utilizes the electronic medical record (EMR) entering patient demographic data and insurance records.
- Confer with customers in person or by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.
- Scans all patients' identification, household income information, and insurance verification information into the computer.
- Thoroughly investigate and try to resolve patient issues. If unable to resolve, contact the appropriate person to escalate the issue with the appropriate sense of urgency.
- Always project a friendly and upbeat tone while interacting with patients, co-workers, and external entities.
- Thoroughly and accurately explain the promissory note to patients, scan and document into the computer.
- Update promissory note for the patient at the follow-up visit.
- Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments.
- Coordinate with Call Center regarding the scheduling of appointments and other patient needs.
- Conduct household income assessment to calculate sliding fee scale costs for services.
- Recommend improvements in service to reduce or prevent future problems.
- Follows and actively participates in CareSouth's Quality Management Plan and adheres to standards of improvement accordingly.
- Review the e-fax daily and disseminate the faxes to the appropriate place.
- Review provider schedules to ensure accuracy and optimization.
- Schedule/reschedule appointments and verify insurance for all new and established patients.
- Accept payments/co-payments and balance sales transaction batches daily.
- Complete day-end financial report.
- Greet patients, caretakers, vendors, visitors, and staff.
- Take laser temperature of patients and family members, vendors, staff, etc.
- Ask symptom-related screening questions as provided by CareSouth.
- Provide PPE as applicable.
- Direct patients and visitors to appropriate departments.
- Control seating capacity in wait area.
- Demonstrate customer service skills.
- Must have the ability to resolve unforeseen problems with little to no direction from management.
- Must report and travel, as needed, to any CareSouth facility to perform duties.
- Perform other duties as assigned.
REQUIREMENTS:
- High School Diploma or equivalent.
- Completion of a Medical Office Administration program preferred
- 1+ year of medical office experience preferred
- Must have ability to learn using Electronic Health Records; must have strong computer skills.
- Excellent verbal and written communication skills.
- Friendly and compassionate disposition
- Must have exceptional interpersonal communication skills.
- Must be able to effectively resolve conflicts.
- Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.
SUPERVISES
N/A
Physical Requirements:
- Visual acuity - always
- Hand - eye coordination - always
- Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes
- Stooping, Bending, and Standing - sometimes
- Walking- frequent; short distances
WORK ENVIRONMENT:
- Indoor, environmentally controlled
- Exposure to disease or infections
- No vibrations
- Exposure to artificial and/or natural light
- Exposure to outdoor weather elements
TRAINING
- Relias CareSouth Onboarding
- Relias Track A Non-Clinical
PERFORMANCE MANAGEMENT EVALUATION TYPE
Operations
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