Patient Rep; Front Desk- Matthews

Overview

The Patient Representative (Front Desk) provides exceptional customer services to CEENTA patients through effective telephonic, virtual, and in-person communication at scheduling, check-in, and check-out.

• Greet patients arriving for their appointments and monitor patient flow to ensure efficient and courteous service.
• Collect, enter and verify patient demographic and insurance information in the electronic health records (EHR) system.
• Schedule, reschedule and cancel patient appointments in the EHR system.
• Operate a multi-line telephone system and respond to voicemails in a timely manner.
• Complete patient check-in & check-out processes.
• Assist patients with Kiosk usage and monitor Department Appointments Report for errors.
• Collect patient balances, copays and coinsurances; educate patients on demand statements and payment plans.
• Maintain applicable work queues in the EHR system and index documents from the document management system into the EHR system.
• Maintain the appearance of the lobby and patient common areas; demonstrate compliance with CEENTA policies and procedures.
• Collaborate with patients, families, and team members to ensure concise and timely information flow; meet the physical and mental demands of the position and work on-site.
• Maintain regular, predictable, and prompt attendance.

Education: High school diploma or equivalent required.

Experience: Customer or patient-facing experience, preferably in a medical office setting.

Certificates, Licenses, Registrations: n/a

• Proficient in EMR system and Document Management System
• Proficient in Microsoft Office suite
• Professional verbal and written communication; ability to handle sensitive information
• Professional demeanor and strong customer service orientation
• Mathematical aptitude and typing aptitude

• Customer Service:
  Provide exemplary service and a positive patient experience.
• Effective Communication:
  Communicate clearly with patients and clinic staff in person, by phone, and via EHR messaging.
• Information Collection & Management:
  Accurately collect and monitor data, handling PHI in compliance with HIPAA.
• Multi-Tasking & Adaptability:
  Manage changing demands and maintain clinic flow.
• Personal & Professional Ethics:
  Maintain integrity and adherence to CEENTA policies and HIPAA.

Corporate Epic training, 6-8 weeks of on-the-job training with CEENTA staff and Operations Management, with check-ins and audits after training completion.

Busy eye, ear, nose & throat practice. May involve exposure to contagious diseases and use of PPE. Standard medical office equipment is used.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Health Care Provider
• Industries:
  Hospitals and Health Care
• Hours:
  
  Non-exempt, core hours Monday – Friday, 8:00am – 5:00pm (hours may vary)

No travel is required for this position.

This description is not a comprehensive listing of duties and responsibilities. CEENTA reserves the right to amend essential job functions as needed.