JOB DESCRIPTION

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JOB TITLE: Patient Care Representative

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Summary: Perform patient check in, check out, and other administrative tasks at the front desk

Location: 13551 Waterford Pl, Midlothian, Va and 16600 WEst Broad St, Richmond, Va 23230

Reports to: Office Manager

Direct Reports: None

FLSA Status: Non Exempt

Essential Functions

• Patient Check In

- Greet patients and instructing them on the use of the Phreesia pad

- Enter demographic and insurance data on all patients and acknowledge patient in Allscripts

- Scan financial paperwork and insurance cards

- Obtain referrals when required

• Patient Check-out

- Check patient out in Allscripts

- Schedule follow up appointment and tests (Sleep Study, PFT) and give instructions to patient

- Complete order forms and give instructions to the patients

** Patient Care Representatives are generally assigned to check in or check out, but are expected to be cross trained and able to work at both, based on the needs of the clinic each day

• Call patients to schedule / reschedule appointments
• Complete daily administrative tasks: mail appointment reminders and paperwork, scan, index and distribute faxes in EMR , check and respond to patient messages in EMR, fax patient paperwork to DME companies, etc.
• EMR maintenance: fax daily notes to other physicians from output queue, fax LabCorp orders from lab queue and clear orders out of results tab
• Assist Medical Assistants with daily workload as time permits
• In Sleep Lab - Assist with filling sleep study beds when there is a last minute cancellation
• Adhere to Pulmonary Associates’ standards of excellent customer service to patients, caregivers, providers, coworkers, and those outside of Pulmonary Associates
• Adhere to HIPAA policies and procedures in order to protect patient privacy and security
• Perform other duties as assigned by provider, supervisor or member of Administration – for example, cross trained to perform patient check in and / or check out during clinic.

The above description is meant to describe the essential functions of the position. Workflow expectations may change from time to time and from location to location. This job description is not meant to capture every step or every change in the Patient Care Representative’s workflow.

The job holder must demonstrate current competencies applicable to the job position.

Education: High School Diploma or equivalent

Experience: One year of front desk experience in a medical practice or one year of customer service experience is preferred.

Certifications: None required

Knowledge

1. Knowledge of reception tasks, clinic policies and procedures and patient paperwork

2. Knowledge of customer service concepts and techniques

3. Knowledge of Pulmonary Associates services

Skills

• Customer Service skills, including building rapport, showing empathy, active listening, probing, problem solving and de-escalating upset patients and visitors.
• Skill in using computer software in a Windows environment
• Skill in using Allscripts PM and EMR, and Phreesia
• Skill in using office equipment, including multi line phone, copier and fax machine

Abilities

• Ability to effectively communicate verbally on the phone and in writing in email and EMR messages
• Ability to adapt to changes in policies, processes and systems
• Ability to work quickly while paying close attention to detail
• Ability to use good judgment
• Ability to establish and maintain effective working relationships with coworkers, physicians, patients, and the public.

Environmental / Working Conditions:

Normal office environment.

Physical / Mental Demands:

· Sitting for long periods of time as well as occasional standing and walking.

· Manual dexterity for using a computer keyboard and office machines.

· Ability to view computer screens for long periods.

· Occasional stress related to workload and physician / patient demands.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as need evolve.

Job Holder Signature Printed Name Date

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

COVID-19 considerations:
To keep our employees and patients as safe as possible, PAR has implemented several safety protocols. These protocols can be found on our website: https://paraccess.com/covid-19/

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Required)
• Medical office: 1 year (Required)

Work Location: In person

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