Patient Care Representative

Company Overview

Urology of Virginia is dedicated to improving the lives of our patients through exceptional urological care and service. With a long history of serving Hampton Roads and northeastern North Carolina, our team of board-certified urologists and skilled healthcare professionals is committed to providing comprehensive, high-quality care in a compassionate and patient-focused environment.

Driven by our Core Values, we are committed to creating a culture of professionalism, teamwork, accountability, and excellence. Every team member contributes to exceptional patient experiences, strong teamwork, and high-quality care.

PCR must possess excellent communication skills, pleasant personality and should love interacting with people. Requires basic mathematics and computer operation skills, as the job involves maintaining records and data on the computer, as well as handling cash. Good telephone etiquette and email etiquette are also required. Proficient in Microsoft Office Software to include e-mail software.

Employee Core Values:

• People First – Delivers exceptional customer service by putting patients first, approaching challenges with a problem-solving mindset, and consistently demonstrating professionalism, compassion, and respect for everyone
• Be Accountable – Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goals
• We Before Me – Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goals
• Pursue Excellence – Expects, projects, and demonstrates excellence through consistent attention to detail in everything they do
• Communicate Well – Consistently delivers clear, concise, and professional communication across all interactions

Primary:

• Prepares for patient intake, differentiated by type, for new and established patients
• Reviews daily schedule no less than 24 hours in advance to determine patient information that is missing, incorrect, incomplete and/or outdated. Daily dashboard preparation to reflect missing/needed information
• Greets patients in a welcoming and professional manner
• Collects copay’s, deductibles, co-insurances and surgical deposit fees according to Practice protocols. Prepare and balance daily financial batch to ensure cash and checks balance each day before submitting to administration for deposit preparation. Daily drop of batch into administration safe at close of business
• Utilizes electronic medical records for documentation and charting all patient information, to include but not be limited to phone encounters, appointment scheduling, lab results or provider orders
• Within 48 hours of upcoming scheduled appointment, assumes responsibility to verify insurance eligibility through the practice management system. If verification unable to be done through the practice management system, PCR assumes responsibility for calling the insurance company to obtain verification. PCR responsible for all required referrals and authorizations to ensure protection of and reimbursement for care provided
• Answers telephone within three (3) rings in a courteous and friendly manner. Responds to requests for information by returning all calls before leaving for the day. Checks voicemail throughout course of the day
• Responds to both in-basket and patient messages before leaving for the day
• Registers and schedules patients according to office protocols using the practice management system. Accurately enters or updates information in practice management system, and then arrives patients in Connect Care
• Assists patients with the Phreesia check-in process, using verbal instructions and/or actual physical assistance with completing the…