Patient Communications Representative

LOCATION:

This position is on-site in the Willow Lawn area of Richmond. 

ABOUT US:

Our focus is to provide our patients with the best healthcare experience through innovation, professionalism and compassionate care. Our physicians and staff share our passion for patient-centric care and are knowledgeable, skilled and empathetic to our patient needs. We continuously look for ways to improve our patient’s experience through data analytics, patient surveys and feedback. Our commitment to patient care is also investing in our employees through ongoing continuing education and training. 

POSITION SUMMARY

The Patient Communications Representative I for the Call Center will contribute to the fulfillment of all patient schedules. They play an important role in patient experience within the revenue cycle. They are a welcoming voice for all our patients and set the tone for patient care.  

KEY RESPONSIBILITIES:

• Always positive and friendly with patients, co-workers and anyone who calls in to 
• Verifies patient information and confirms insurance information and referral status.?? 
• Obtains and retains knowledge of insurance company participation and requirements including when an authorization is needed, or when a referral is needed. 
• Registers patients correctly in the computer, providing consistency for patient listing and billing information- including name, DOB, address, phone number, email address, insurance 
• Answers general questions for patients following established guidelines. 
• Assists with answering and triaging incoming telephone calls and routing them according 
• Answers and screens telephone calls appropriately and gives non-medical instructions to patients in preparation for their visit to the office.
• Serves as primary appointment scheduler for all physicians and other resources in clinic, using the provided scheduling guide. 
• Answers questions regarding insurance billing and office financial policies
• Provides the highest level of customer service to all patients.
• Ensures confidentiality of medical records and patient information in accordance with HIPAA. 
• Performs regular schedule optimization 

REQUIREMENTS:

• High school diploma or equivalent required.? 
• Positive attitude and a love for helping others! 
• Prior experience in a fast-paced medical office and in electronic health record preferred.? 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Patient Experience – Understanding and anticipate the patient’s needs. Proactively strives to exceed our patient’s expectations and provide ongoing education and communication.  
• Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership. 
• Professionalism- Displaying cautious, helpful and ethical behavior. Maintaining composure even under difficult and challenging circumstances.  
• Excellent Communication Skills – written & verbal. Focus on active listening to better understand the needs of co-workers and patients.  
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.   
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness. 
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization. 
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism. 
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.  
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities. 

OWNERSHIP SKILLS:  

• Help foster a positive workplace environment that encourages accountability, collaboration and transparency.   
• Self-awareness; understanding your learning style and personality traits. Focus on your strengths rather than your weaknesses.  
• Pride in one’s work by asking questions when needed, providing feedback and completed job tasks in a timely manner.  
• Aligning job responsibilities and projects with the company’s goal and mission.  
• Pro-active measures in daily work that anticipates problems and develops solutions.  
• Ask for clarification when needed. Work in an organized and structured environment to minimize stress during busy workdays.  
• Confidence to express ideas and solutions during meetings or projects. Openness to other employee’s opinions and feedback.  
• Establish performance goals and align personal interest and career aspiration with new tasks and responsibilities. 
• Offer solutions to problems rather than presenting issues. 
• Ask for constructive feedback regarding job performance.    
• Share responsibility for actively maintaining "workload items" for clinical and support buckets. 

PHYSICAL REQUIREMENT:

• Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. 
• Have close visual acuity to perform an activity including viewing a computer terminal, extensive reading, interpretation, etc. 
• Must possess the physical, mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making. 
• Must be able to be stationary for prolonged periods of time 

COGNITIVE REQUIREMENT:

• Executes tasks independently. 
• Learns and memorizes tasks. 
• Maintains concentration/focus on tasks. 
• Performs task in a demanding environment requiring multi-task and prioritize work. 
• Must be comfortable working and interacting with large groups of people daily

BENEFITS & PERKS:

Generous PTO allowance 

Holiday Pay 

Health, Dental & Vision  

Life Insurance 

Short-term disability 

Long-term disability 

401k with discretionary match  

Uniform Allowance (clinic only) 

Professional Development 

SEES Group LLC. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.