Patient Representative; Front Desk- Reserved Staffing

Overview

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

The Patient Representative (Front Desk) provides exceptional customer services to CEENTA patients through effective telephonic, virtual, and in-person 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 & 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 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 as well as demonstrate a willingness and ability to work collaboratively with others for concise and timely flow of information.
• Ability to meet the physical and mental demands of the position.
• The ability to work on-site.
• 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. This data includes 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 adjust their approach to meet changing demands and stressful situations to maintain clinic flow while addressing patient needs.
• Personal & Professional Ethics:
  The Patient Representative (Front Desk) must have integrity and honesty as this position is patient-facing. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.

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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.

Education High school diploma or equivalent required.

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

Certificates, Licenses, Registrations 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 disabilities to perform the essential functions.

The Patient Representative (Front Desk) functions in a busy eye, ear, nose and throat practice. This role may be exposed to contagious or infectious diseases and therefore may be required to wear personal protective equipment s role routinely uses standard medical office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The Patient Representative (Front Desk) reports to the Operations Manager or Operations Supervisor when applicable.

This position has no supervisory…