Patient Representative

Patient Representative (PR)

The Patient Representative acts as a greeter to patients entering Zufall Health Center, answers the telephone, completes registration, conducts intake, directs patients to the appropriate destination, answers questions, explains processes, reviews documentation, checks eligibility, and supports the mission and vision of the center.

• Consistently adheres to all departmental policies and procedures.
• Conducts all aspects of the job in a professional and ethical manner.
• Works independently with little or no supervision; uses available resources for problem resolution.
• Completes assignments in a timely and efficient manner.
• Maintains confidentiality.
• Works collaboratively with team members to assure optimal outcomes.
• Utilizes departmental resources prudently and appropriately.
• Uses communication methods that create and foster a positive image of the department.
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues.
• Keeps manager or supervisor informed of work related issues at all times.
• Performs additional duties as determined by supervisor.

• Greets all visitors and directs them to appropriate destination.
• Greets patients and visitors in a prompt, pleasant, and helpful manner in person and on the telephone.
• Answers the telephone and makes appointments or responds to inquiries.
• Ensures that the patient brings all supporting documentation to visit.
• Reminds patient of appointment time, documentation needed, immunization records for new patient pediatric appointments, and schedules and re-schedules appointments.
• Explains processes and forms to patients as needed.
• Conducts eligibility checks on insurances.
• Collects payments from patients, enters payment in eCW, prints receipts for patient, locks money in safe or drawer.
• Communicates with medical staff regarding patient’s visits.
• Assists with printing requisitions or other forms.
• Maintains professional appearance and keeps public areas neat.
• Adheres to attire policy (scrubs, white T‑shirt, sneakers, no personal clothing/cell phone).
• Passes required exam after initial training; three attempts to pass; terminated after three fails.

• Maintains patient confidentiality in compliance with HIPAA and ZHC policies.
• Answers inquiries of patients and public in person or via telephone; refers inquiries to appropriate person or department.
• Reads, writes, speaks, and understands English and Spanish sufficiently.

• Knowledge of computer software programs such as Microsoft Word and electronic medical records.
• Excellent customer service skills.
• Ability to work with very little supervision.
• Adapt quickly to unanticipated changes in workflow or insurance rules.
• Understand and follow verbal and written instructions.
• Bilingual English and Spanish required.

• High School diploma required; college credit or additional education in medical field, insurance and billing courses preferred.
• Current, unrestricted New Jersey operator license issued by the New Jersey Division of Motor Vehicles, or ability to use public transportation to travel to other sites as needed.
• Minimum of 1 year experience in customer service field and 1 year experience in collecting money or billing and insurances.
• Experience in a clinical/ambulatory care setting preferred.

$16.00-$18.55 per hour.