Patient Relations Representative

Reports to: Patient Relations Manager

A patient relations representative is the first and last impression the patient has of the clinic experience. They must interact with patients face-to-face and by telephone as they strive to schedule appointments, collect payments and manage health information.

 

Duties and Responsibilities

Job Specific Duties

  1. Fulfills patient care responsibilities efficiently as assigned which may include but are not be limited to:

    1. Answer incoming calls in a pleasant and helpful manner
    2. Address patient requests and concerns before and after their encounter
    3. Schedule and confirm appointments
    4. Communicate information regarding a patient’s visit accurately and promptly to the appropriate individual (i.e. patient, physician, administrator, clinical support staff)
    5. Work with other clinic team members to minimize wait times and maximize patient satisfaction
    6. Perform other duties as required or directed by providers and management.
  2. Fulfills organizational responsibilities efficiently as assigned which may include but are not be limited to:

    1. Monitor incoming information and place the information in the correct patient’s chart (faxes, email, etc.)
    2. Collect and accurately enter patient information collected into eClinicalWorks (copy, scan and shred documents)
    3. Collect patient privacy acknowledgement (HIPAA), financial policy and other consent forms
    4. Competently operate business machines (copier, fax, scanner, etc.)
    5. Identify ways to improve practice operations
    6. Perform other duties as required or directed by providers and management.
  3. Fulfills business office responsibilities efficiently as assigned which may include but are not be limited to:

    1. Collect co-pays, deductibles and outstanding balances
    2. Balance cash drawer totals daily
    3. Coordinate information and collection activities with the billing office
    4. Perform other duties as required or directed by providers and management.
  4. Fulfills environmental responsibilities efficiently as assigned which may include but are not be limited to:

    1. Prepare the office to open and close (equip, lights, etc.)
    2. Maintain waiting area including the coffee bar and plants
    3. Update and maintain the baby picture books
    4. Perform other duties as required or directed by providers and management.

Organizational Duties and Responsibilities:

  1. Learns and becomes proficient with the clinic’s electronic medical records system
  2. Maintains compliance with federal and state regulations, as trained. (Example HIPAA-Privacy & Security, Infection Control).
  3. Follows all GPWHC Employee Handbook and policies and procedures.
  4. Respecting and promoting patient rights;
  5. Responding appropriately to emergencies;
  6. Working as a team member;
  7. Demonstrates cooperative work attitude toward and with physicians, co-employees, management, patients, visitors and sales representatives.
  8. Identifies ways to improve practice operations.

 

Working Conditions

  1. Position requires work in medical office environment 100% of the time.
  2. Exposure to bio-hazardous materials and medical chemicals is minimal.
  3. Uses voice a significant amount of time, while communicating with patients and other GPWHC team members.
  4. Is susceptible to communicable disease transmitted by patients and co-workers
  5. Is able to successfully integrate into a fast paced medical clinic

 

Qualifications:

  1. High school diploma or GED, some college preferred.
  2. Proficiency in Microsoft Word and the ability to learn eClinicalWorks
  3. Medical office experience preferred with the ability to demonstrate proficiency and understand the functions of a receptionist.

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