Patient Care Representative Front Desk
2 weeks ago
Middleton Family Medicine is seeking enthusiastic, detail-oriented, and reliable candidates for our Patient Care Representative (PCR) role to support our Primary Care Department. This position requires excellent verbal and written communication skills, computer proficiency, and exemplary customer service skills, with the abilities to multitask and work as a team. Medical office and Electronic Medical Record (EMR) experience are highly desirable.
Primary Duties and Responsibilities:
- Provide excellent customer service to all patients, families, and caregivers
- Professionally greet patients and visitors as they arrive to the practice
- Check in patients for their appointments, while confirming and updating demographic and insurance information as necessary
- Perform insurance eligibility and collect all patient co-payments and outstanding balances
- Understand various aspects of medical insurance to accurate answers to any patient insurance inquiries and to ensure appropriate insurance allocation and verification
- Collect necessary patient signatures on required documents ahead of their appointment
- Assist patients, families, and caregivers with Patient Portal access and encourage Portal use
- Answer phones, schedule appointments, and manage online portal messages. Efficiently escalate questions or issues to appropriate clinical resources, as appropriate
- Process patient requests, including forms, referrals, and prescriptions, and redirect to clinical staff as necessary
- Track patient medical records for all alerts including quality measures and communicate to provider as appropriate
- Monitor provider schedules for tardiness or no-shows and communicate with clinical staff and patients appropriately and following Patient Late Arrival and No Show policies.
- Schedule appointments in accordance with office scheduling policies using our EMR, Athena
- Review patient encounters to determine next steps and schedule all follow-up appointments, specialist visits, and diagnosing testing or imaging, as appropriate
- Provide patients with relevant instructions, educational materials, or community resources in support of ongoing care, testing, and/or referrals
- Understand and maintain HIPAA regulations and patient privacy protocols
- Other duties as assigned by managers and leads
- High School diploma or equivalent
- 1+ years of experience in customer service or in a related administrative position, healthcare experience preferred
- Strong interpersonal, time management, and organizational skills
- Outstanding customer service skills, positive attitude, and professional appearance
- Knowledge of medical terminology, procedures, diagnoses, and health insurance
- Efficient problem solver
- Adaptable, flexible, and reliable
- Ability to multitask in a fast-paced office environment and work either independently or as part of a team
- Excellent verbal and written communication skills
- Knowledge of computer and relevant software applications
Our mission at Middleton Family Medicine is to Make Lives Meaningfully Better. To do this, we are continuously expanding our practice and its offerings to provide quality, comprehensive, and compassionate care to patients on the North Shore and beyond. We are committed to hiring people infused with passion and motivated to succeed in an environment that is driven by a collaborative, patient-centric culture. We pride ourselves on our three differentiators that allow us to do what’s best for our patients: offering service 365 days a year, drive-thru healthcare, and on-site specialty teams and ancillary services. Come join us as we continue to grow by investing in our people, programs, and technology to deliver legendary customer service to our patients and to further our reputation as the provider, practice, and employer of choice
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