Patient Support Representative-:Time

Searcy, AR 72143

Patient Support Representatives are expected to work as an integral part of the PrimeCARE team, helping to provide quality care to our patients in a time-appropriate manner. The following are the responsibilities, requirements, and working conditions of a PrimeCARE Patients Support Representative:

• Answer incoming calls in a friendly, professional, and timely manner; forward calls or messages to the appropriate recipient.
• Provide accurate information and support to patients, escalating concerns when appropriate.
• Communicate respectfully and consistently with patients, peers, and leadership.
• Respond to Phreesia, Podium, and Patient Portal messages promptly and appropriately, documenting communication in the patient chart when applicable.
• Check and respond to Patient Support emails and department voicemail throughout each business day to ensure timely follow-up and accurate documentation.
• Contact patients for rescheduling needs, follow-up items, missing information, or clarification on requests as assigned.

• Sort and distribute incoming mail and faxes.
• Operate phones, computers, scanners, printers/copiers, fax machines, and other required office equipment.

• Collect, verify, and update patient demographics and insurance information when applicable.
• Accurately document all patient interactions, requests, and outcomes in the EHR following department standards.
• Proficiently enter data into eCW (EMR/EHR), ensuring clarity, accuracy, and completeness.
• Access patient health insurance benefits and document balances, insurance benefits, and appropriate copay/deductible/coinsurance amounts in billing notes.
• Manage incoming Phreesia communications such as patient messages, reschedule requests, and electronic forms (when applicable).
• Follow up on unresolved telephone encounters (TEs) or Phreesia/Podium items to ensure timely completion.

• Schedule patient appointments according to provider availability and visit-type requirements.
• Take patient payments when applicable.

• Quality Care outreach
• Medical Records assistance
• Mental Health referral or intake scheduling
• Other overflow tasks as assigned

• Anticipate, listen and respond to customer needs in a courteous, tactful, manner
• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior