Patient Representative- Reserved Staffing

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

• Greet patients arriving for their appointments. Monitor patient flow to ensure patients are cared for in the most efficient and courteous manner.
• 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; respond to voicemails in a timely manner.
• Complete patient check-in and 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.
• Index documents from the document management system into the EHR system.
• Maintain appearance of lobby and patient common areas.
• Demonstrate compliance with CEENTA’s policies and procedures, including work rules and emergency action plans.
• Maintain excellent customer service with patients, families and other team members; demonstrate a willingness and ability to work collaboratively with others for concise and timely flow of information.
• Meeting the physical and mental demands of the position and the ability to work on-site; maintain predictable, reliable, and prompt attendance.

• Proficient in EMR system
• Proficient with Document Management System
• Proficient in Microsoft Office suite
• Ability to communicate professionally (verbally and written)
• Ability to handle sensitive and confidential information
• Ability to present a pleasant, professional demeanor and image
• Mathematical aptitude
• Typing aptitude

• Customer Service:
  The Patient Representative (Front Desk) is often the first contact a patient has with CEENTA and must demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns.
• Effective Communication:
  The Patient Representative (Front Desk) must communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. They should be able to listen effectively and express themselves clearly.
• Information Collection & Management:
  The Patient Representative (Front Desk) must collect, organize, and monitor data accurately and efficiently, including Protected Health Information (PHI), which must be handled in compliance with HIPAA.
• Multi-Tasking & Adaptability:
  The Patient Representative (Front Desk) must be able to multi-task and adapt to changing demands to maintain clinic flow while addressing patient needs.
• Personal & Professional Ethics:
  The Patient Representative (Front Desk) must have integrity and honesty; adherence to professional ethics as delineated by CEENTA and federal regulations (e.g., HIPAA) is required.

Not applicable

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

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

High school diploma or equivalent required.

Customer or patient-facing experience, preferably in a medical office setting strongly preferred.

N/A

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with…