Patient Support Center Representative

PrimeCARE Patient Support Representative Job Description

Patient Support Representatives are expected to work as an integral part of the PrimeCARE team, helping to provide quality care to our patients in a time-appropriate manner. The following are the responsibilities, requirements, and working conditions of a PrimeCARE Patients Support Representative:

Responsibilities

Communication & Patient Interaction

• Answer incoming calls in a friendly, professional, and timely manner; forward calls or messages to the appropriate recipient.
• Provide accurate information and support to patients, escalating concerns when appropriate.
• Communicate respectfully and consistently with patients, peers, and leadership.
• Respond to Phreesia, Podium, and Patient Portal messages promptly and appropriately, documenting communication in the patient chart when applicable.
• Check and respond to Patient Support emails and department voicemail throughout each business day to ensure timely follow-up and accurate documentation.
• Contact patients for rescheduling needs, follow-up items, missing information, or clarification on requests as assigned.

General Office & Equipment Tasks

• Sort and distribute incoming mail and faxes.
• Operate phones, computers, scanners, printers/copiers, fax machines, and other required office equipment.

Electronic Health Record (EHR) & Documentation

• Collect, verify, and update patient demographics and insurance information when applicable.
• Accurately document all patient interactions, requests, and outcomes in the EHR following department standards.
• Proficiently enter data into eCW (EMR/EHR), ensuring clarity, accuracy, and completeness.
• Access patient health insurance benefits and document balances, insurance benefits, and appropriate copay/deductible/coinsurance amounts in billing notes.
• Manage incoming Phreesia communications such as patient messages, reschedule requests, and electronic forms (when applicable).
• Follow up on unresolved telephone encounters (TEs) or Phreesia/Podium items to ensure timely completion.

Scheduling & Coordination

• Schedule patient appointments according to provider availability and visit-type requirements.
• Take patient payments when applicable.

Administrative Support

• Provide administrative support during high-volume periods, including:
  • Quality Care outreach
  • Medical Records assistance
  • Mental Health referral or intake scheduling
  • Other overflow tasks as assigned

Team Collaboration & Accountability

• Maintain consistent communication with team members regarding unresolved TEs, Phreesia items, Podium messages, or patient follow-up needs.
• Proactively communicate with team leads or management when additional help, training, resources, or clarification is needed to complete tasks effectively.

Set others up for Success

• Anticipate, listen and respond to customer needs in a courteous, tactful, manner
• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Inspire Others: Don't just bring your best game, bring others' best games

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Take initiative: Action is better than inaction; see a problem, do something about it - we trust you

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Innovate: Bring ideas, embrace change

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Other duties as needed or required

Requirements

• High school diploma or equivalent
• Excellent customer service skills
• Outstanding communication skills
• Ability to read, write, and speak English according to proper grammar rules
• Patience, sound judgment, and discretion in dealing with confidential information
• Organization and multitasking skills
• Experience with computer data entry
• General knowledge of MS Office

Working hours/schedule requirements

• Clinic Hours: 8AM-8PM Monday - Friday; 10AM-5PM Saturday; 1PM-5PM Sunday
  • FT : Work a minimum of 30 hours per week, up to 40 or above, depending on clinic needs.
  • PT : Work up to a maximum of 30 hours per week.
  • Expect to work some evenings every week (up to three 12-hour shifts) and approximately two full weekends per month .

Preferred:

• Knowledge of HER systems

• Experience as a medical receptionist or similar position
• Knowledge of medical terminology, regulations, and medical office procedures

Working Conditions & Physical Requirements

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter:

• High-traffic work area, high level of patient and employee interaction

• Quiet to moderate noise levels from electronic/machine, telephone, and vocal noise
• Limited to moderate risk of occupational exposure to blood-borne pathogens and other potentially infectious materials
• Very occasional exposure to moving mechanical parts (i.e., fax machine toner cartridge replacement, etc.)
• Employee will be required to speak to and listen to others
• Employees will be required to process, remember, and comply with changes in processes and protocols with or without warning
• Majority of time may be spent sitting in front of a computer, using hands and fingers to perform job tasks; some reaching is required; many job functions require repetitive motion
• Vision abilities required to perform this job include close vision and peripheral vision
• Employees will rarely be asked to lift anything above 25lbs
• Attendance will be required at staff meetings on a monthly basis outside of regular working hours (generally, early morning)
• Travel may occasionally be required to attend meetings or to cover for teammates at other locations (generally, at other PrimeCARE clinic locations)
• Employees are strongly encouraged to attend non-mandatory company events for marketing and team-building.
• Reasonable accommodations may be made to enable people with disabilities to perform the job's essential functions.

This job has no supervisory responsibilities. Employees in this position will report to the department Manager. Supervision is minimal to moderate and employees are expected to help each other comply with policies and procedures.