Patient Communications Representative

LOCATION

This position is on-site in the Willow Lawn area of Richmond.

Our focus is to provide our patients with the best healthcare experience through innovation, professionalism and compassionate care. Our physicians and staff share our passion for patient-centric care and are knowledgeable, skilled and empathetic to our patient needs. We continuously look for ways to improve our patient’s experience through data analytics, patient surveys and feedback. Our commitment to patient care is also investing in our employees through ongoing continuing education and training.

The Patient Communications Representative I for the Call Center will contribute to the fulfillment of all patient schedules. They play an important role in patient experience within the revenue cycle. They are a welcoming voice for all our patients and set the tone for patient care.

• Always positive and friendly with patients, co-workers and anyone who calls in
• Verifies patient information and confirms insurance information and referral status.
• Obtains and retains knowledge of insurance company participation and requirements including when an authorization is needed or when a referral is needed.
• Registers patients correctly in the computer, providing consistency for patient listing and billing information - including name, DOB, address, phone number, email address, insurance.
• Answers general questions for patients following established guidelines.
• Assists with answering and triaging incoming telephone calls and routing them according to policy.
• Answers and screens telephone calls appropriately and gives non-medical instructions to patients in preparation for their visit to the office.
• Serves as primary appointment scheduler for all physicians and other resources in clinic, using the provided scheduling guide.
• Answers questions regarding insurance billing and office financial policies.
• Provides the highest level of customer service to all patients.
• Ensures confidentiality of medical records and patient information in accordance with HIPAA.
• Performs regular schedule optimization.

• High school diploma or equivalent required.
• Positive attitude and a love for helping others!
• Prior experience in a fast-paced medical office and in electronic health record preferred.

• Patient Experience – Understanding and anticipate the patient’s needs. Proactively strives to exceed our patient’s expectations and provide ongoing education and communication.
• Proactive - Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Professionalism - Displaying cautious, helpful and ethical behavior. Maintaining composure even under difficult and challenging circumstances.
• Excellent Communication Skills – written & verbal. Focus on active listening to better understand the needs of co-workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork - Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change - Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.
• Continues Learning and Improvement - Acknowledges own strengths and development needs and works to strengthen capabilities.

• Help foster a positive workplace environment that encourages accountability, collaboration and transparency.
• Self-awareness; understanding your learning style and personality traits. Focus on your strengths rather than your weaknesses.
• Pride in one’s work by asking questions when needed, providing feedback and completed job tasks in a timely manner.
• Aligning job responsibilities and projects with the company’s goal and mission.
• Pro-active measures in daily work that…