Patient Care Representative

Description

PRIMARY FUNCTION: As a patient-focused organization, Exodus Healthcare exists to provide hope and encouragement in the lives of others. The success in this mission requires a culture of family, honor, and excellence. In this position you will provide excellent customer service to everyone you come in contact with. 

As a Patient Care Representative (PCR) you will make a positive difference for patients by maximizing efficiency through facilitating and ensuring the accuracy of the information flow between medical staff. 

Requirements

EDUCATION:

• High School Diploma. 

EXPERIENCE:

• Excellent interpersonal communications skills
• Spanish speaking highly preferred but not required
• Basic computer knowledge

NATURE AND SCOPE:

• Reporting Relationship

Reports to the PCR Team Leader of the Exodus Health Care Network.

• Functions Performed Only by Incumbent:

Responsible for receiving customers to the Exodus Health Care Network, and other duties as designated by the PCR Team Leader

• Internal and External Contacts

Interfaces with all personnel of the Exodus Health Care Network.  

MAJOR POSITION RESPONSIBILITY:

• Fosters the Mission of the Exodus Health Care Network.
• Utilizes team-building concepts with an emphasis on continuous quality improvement.
• Uses the organization’s core values to guide patients through the clinic.
• Answering phones by the third ring and keeping desks attended at all times is a critical part of being a PCR member. 
• Completes patient registration by reviewing accounts and other documents for completeness and accuracy. Obtains and documents missing information required for registration. 
• Inputs patient registration information into the computer system which may include gathering demographic information, inputting insurance information, and assigning guarantor accounts.
• Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders. 
• Ability to screen calls and use judgment with respect to the degree of urgency for medical attention when required.
• Prepares paperwork for patient visits.
• Communicates with patients in a confidential, professional manner using tact and diplomacy.
• Notifies patients of co-pays, deductibles, and co-insurances, and collects any portion due.
• Reconciles cash against daily charge reports.
• Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
• May perform other PCR duties such as sorting and distributing mail.
• Operates computer terminals, printers, copiers, fax and credit card equipment in a safe and efficient manner
• Utilizes excellent interpersonal communication skills in dealing with others in sometimes highly stressful situations
• Ability to work with other facilities to expedite transfers or referrals to other physicians.
• Ability to deal with a variety of situations, including patients who are ill and can at times be unreasonable and unpleasant
• Serves as the first and often the last contact with patients, and therefore functions as the public relations person for the organization.  
• Ability to handle and diffuse frightened, angry, intoxicated, and possibly stressful situations.
• Greeting people by applying SAME in every interaction.
• Assists patients with questions concerning charges and insurance billing.
• Shares responsibility for the maintenance of equipment in the reception areas.
• Morning and nightly check list
• Cleaning the reception work and waiting areas.
• Other tasks as assigned by team leader or member of the Administrative team.