Patient Accounts Specialist - HN

Overview

Rural Health Group, Inc. provides quality primary care services without regard for a patient’s ability to pay and serves as a community resource for eliminating health disparities. We are a non-profit, federally qualified health center dedicated to serving everyone in our community with exceptional medical, dental, behavioral health, pharmacy, health education, nutrition, WIC, women’s health and case management services.

Patient Accounts Specialist is a full-time position based out of our Henderson, North Carolina family medical office. General office hours are Monday-Friday 7:45 - 5:00 but will vary based on the needs of the organization.

In order to qualify for this position, you must genuinely like and care about people, be kind and compassionate as well as supremely professional, organized and courteous to both patients and staff. You must have excellent skills as a communicator and as a collaborator, and be willing to adapt to circumstances as they change.

This position serves as the first point of contact between patients and the facility. The individual we seek would preferably have thorough knowledge of the complexities involved in a family practice office.

• Greets patients, visitors, etc. in a friendly, professional manner.
• Promptly answers, screens, and processes telephone inquiries in a friendly, professional manner.
• Provides information on Rural Health Group’s programs, policies, and procedures.
• Collects, enters and updates patient demographic information into the EMR system. Documentation is to be concise, thorough, and accurate.
• Completes the registration process of all incoming patients.
• Refers patients to the nursing staff for triage and medical advice.
• Responds to urgent/emergent calls and refer to nursing staff until resolution.
• Schedule appointments per provider guidelines and handle cancelations.
• Make reminder calls for next-day appointments informing patients to bring any necessary items, including co-payments and medications.
• Communicate with patients about requirements for next visit such as paying outstanding balances.
• Explain clinic regulations such as hours, payment of accounts and schedule of charges.
• Reduce barriers by improving linkages to services.
• Participates in internal and external educational opportunities relevant to the front desk or customer service environment. Attends or reviews 100% of team meetings annually.
• Responds to irate callers and individuals in person in a professional manner.
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for other offices for unexpected absences, events, etc.
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Other duties and special projects that are assigned.

• Customer service oriented.
• Team player.
• Meets the expectations of our internal and external customers in providing excellent service.
• Demonstrates positive customer relationship skills with all in-person and telephone encounters.
• Seeks and supports changes in work flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
• Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
• Promotes sense of pride in your work and positive interpersonal relations among all team members.
• Exhibits commitment to effective problem solving techniques when issues arise.
• Continuously acts to maintain a safe, clean, healthy, and professional work environment consistent with Rural Health Group’s professional patient service, vision, values, and endeavors.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.

• Experience/training in outpatient medical office setting is required
• Associate/Bachelor s Degree in related field is strongly preferred
• Must have basic understanding of medical terms and abbreviations
• Experience with electronic health record a plus.
• High school diploma or GED…