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Patient Representative

3 months ago

Eden Prairie, United States Fairview Health Services Full time

Overview:

M Health Fairview has an exciting opportunity for a Patient Representative to join our Flex Workforce team (working the Eden Prairie, Prior Lake, Edina and Uptown Clinics). Join M Health Fairview, the largest healthcare system in the state Clinic hours will vary depending on location (start times between 7:00 am and 9:30 am with 8 hour shifts / Monday thru Friday), so no evenings, weekends, or holidays This provides an excellent work life balance

This position is responsible for creating the first impression of Fairviews services to patients, families, and other external customers by providing superior service with their interactions and creating a welcoming atmosphere to all clinic guests.

Flex Workforce employees receive a pay incentive in addition to the hourly rate of pay.

M Health Fairview offers a competitive benefits package including medical/dental, 401k/403b with employer match, tuition reimbursement, and PTO For details, please visit our benefits page by clicking here

Responsibilities/Job Description:

Provide superior customer service, in person and on the phone to all customers

Greet patients in a respectful manner and assesses for special needs and/or accommodations. Arranges for accommodations and interpreter support as needed

Ensure high level of patient satisfaction in every interaction

Effectively work with medical staff, nursing, ancillary departments, and other external sources to ensure patients needs are met.

Communicate appropriate information to others according to established procedures to support day-to-day operations.

In Person:

Keep patients informed of patient flow delays.

Direct patient to waiting room after registration and notifies patient care staff of arrival.

On Phone:

Responsible for taking care of callers needs promptly and effectively.

Transfer calls to appropriate locations as needed

Schedule and maintains patient appointments.

Ensure high level of service to patients

Performs appropriate scheduling and registration functions, via computer system, including entry of demographic, insurance, referring physician data, and exam information

Produce efficient and accurate patient schedules with the use of the scheduling guidelines.

Records and updates schedule changes accurately

Obtains information necessary for appropriate and accurate patient schedules for multiple disciplines

Seeks out solutions to time conflicts directly through parties involved and other available resources

Patient registration/arrival:

Utilize technology to ensure proper documentation and patient satisfaction.

Follow all revenue cycle guidelines and workflows (i.e. scanning documents, arrivals, etc)

Ensure appropriate information is gathered and verified to ensure a smooth transaction as a patient prepares for their visit including demographic info, insurance, account maintenance, co-pay and balance information

Follow all revenue cycle processes to identify potential coverage issues and problem solve as appropriate

Communicate appropriately with other team members to provide necessary information and ensure high level of patient care

Evaluate and make process improvements to ensure quality care and service is provided to the patient

Ensure appropriate communication utilizing appropriate systems for documentation.

Ensure high level of service to patients

Performs appropriate message taking and directs communication in a timely and professional fashion

Accurately routes calls to other members of the team

As a member of the care team, continuously improve work processes, environment, and the overall experience to serve customers and meet business goals:

Identify opportunities for improvement in workflow.

Participate in meetings to support initiatives

Communicate appropriately with team members

Engage in change to improve the work environment and patient experience

Qualifications:

REQUIRED

  • One-year previous healthcare and/or customer service experience

PREFERRED

  • Vocational/Technical Training
  • Two years scheduling patient appointments and/or registering patient information with knowledge of insurance in a practice management system OR equivalent combination of education and one year experience
Other Skills We Desire:

Excellent customer service, public relations and communication skills

Ability to prioritize and work with a fluctuation in workload while working independently

Ability to adapt to change and engage in ongoing process improvement

Flexibility to work at other sites is encouraged

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.