Patient Care Representative

5 days ago

Oak Park, Illinois, United States PCC Community Wellness Center Full time $40,000 - $70,000 per year

Job Summary: Ensures patient satisfaction. Assists in complex problem solving. Supervises, and develops, front line staff. Monitors patient flow and ensures the quick and efficient processing of patients. Ensures that all front-line staff communicate with empathy and courtesy to patients. Decrease the number of patient complaints.

Essential Duties and Responsibilities:

  • Ensures the efficient processing of patients and smooth patient flow.
  • Increases employee motivation, retention, and engagement by providing ongoing coaching to staff.
  • Aids in the implementation of systems that improves patient flow and patient satisfaction and provides feedback to managers.
  • Monitors internal and external customer service and ensures quality customer service to all.
  • Reports to management ways in which patient processing could be improved.
  • Assists manager in coordinating lunch and PCR breaks.
  • Maintains office supplies.
  • Delegates workload during downtime, ensures that front office staff is always engaged and productive.
  • Monitors and assists staff with daily responsibilities such as patient registration, check out, appointments, and reception.
  • Functions as expert PCR.
  • Provides coverage for all clerical areas when necessary.
  • Functions as troubleshooter regarding daily clerical staff issues.
  • Completes routine clerical assignments, including patient registration, answering telephones, schedules appointments, checking out patients and facilitates collection of co-pays.
  • Assists manager with reconciliation of daily batches.
  • Monitors and assists with completion workflow claim bucket.
  • Maintains office equipment and notifies Office Manager for needed service.
  • Provides coaching on registration process and ensures compliance with regulations and clinic standards of quality patient care (i.e. HIPAA compliance, Patient Confidentiality).
  • Provides feedback on performance and assists with yearly performance evaluations.
  • Promotes teamwork within and outside of clerical area (i.e., establishes good relations between clerical and clinical areas). Focuses on enhancing patient flow and solving patient care challenges.
  • Maintains strictest confidentiality.
  • Handles patient complaints and complaints relating to clerical issues.
  • Assists in handling complex patient problems, helps diffuse patient complaints prior to calling manager.
  • Responsible for patient cancellations, assists in rescheduling patients.
  • Supports manager with blocking/adding provider sessions when necessary.
  • Drive continual quality improvement through participation in organizational quality improvement efforts that may include but are not limited to patient satisfaction, clinical and operational quality improvement initiatives.
  • Performs related work as assigned.

Experience/Training:

  • High school diploma or equivalent
  • 1 - 2 years EMR experience in medical setting preferred
  • Constantly communicates with patients, families, and other healthcare providers. Must be able to exchange accurate information in these situations.

Certifications/Licenses:

  • None

Physical Demands:

  • Must be able to remain in a stationary position 50% of the time.
  • Must be able to move around the clinic site 50% of the time.
  • Constantly operates a computer, computer printer, copy machine, and telephone.
  • Occasionally positions self to maintain exertion of physical strength to move objects of 10 pounds from one level to another.
  • Must be able to transport from one site to another.
  • Must be able to cover other shifts as necessary.

Language Skills:

  • Ability to read and write proficiently using the English language.
  • Bilingual English/Spanish preferred/at some locations is required.

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