OPS - Patient Representative I

CCI Health Services Patient Representative

CCI Health Services' mission is to deliver high quality, accessible care to our community members, leading the way to a more equitable health care system for everyone.

CCI Health Services is seeking a Patient Representative to act as the point of contact by greeting patients and visitors in person and over the phone and directing them to the appropriate Health Center personnel. The Patient Representative will assure that the provision of high-quality; cost-efficient, culturally sensitive services complies with all Federal, State, and Local agency policies and procedures.

Key Functions & Responsibilities

• Navigates and understands all workflows within EHR system related to patient registration, check-in, payment collection, and other front office duties.
• Answers the telephone promptly, identifies him/herself and the center, refers calls to the appropriate area, and identifies and refers to urgent calls correctly. Accurately communicates phone messages as needed.
• Through technology assists in scheduling return appointments, confirming the patient's demographics, and updating the computer system as necessary.
• Through technology registers patients. Calls patients to remind them of scheduled visits percenter routine.
• Through technology checks in patients as they enter the center, identifies in the system whether they are an "Arrived", "No-Show", "Walk-In", or a "Cancellation".
• Notifies appropriate personnel of patient's arrival (per center routine) and secures patient's medical record for use by Medical Assistant.
• Monitors status of reception areas, updating appointment status by end of the day, alerting clinical staff of unusually long patient waiting times, or obtaining assistance in any unusual situations including patient conflicts.
• Performs other clerical support functions; scanning, scheduling, and documentation of appointments or referrals, and completing medical records release forms. Prints provider schedule the day before.
• Review the schedule the day before to better prepare needed registration updates to ask from the patient, such as HIPAA, Consent to Treatment, MCHATS, ASQ, patient profiles, and any other paperwork as needed.
• Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers, and outside contacts.
• Participates in required front office and administrative trainings through EHR vendor platform to ensure complete understanding of EHR system.
• Work with various programs such as dental, family planning, and behavioral health and follow the policies and procedures, workflows, and/or guidelines.
• Working on-site is an essential duty for the job.
• Process billing and collections.
• Deliver any patient care instructions.

Education and Experience

• Minimum High School diploma, an AA or BS degree preferred or commensurate experience.
• Must have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience to perform office routines and clerical support functions.
• Current CPR certification preferred.
• Customer service required.
• Computer skills required.

Other Skills and Abilities

• Bilingual (English/Spanish) preferred.
• Must possess excellent communication and interpersonal skills to greet patients and visitors in person or over the phone, and to direct them accordingly.
• Ability to maintain a high standard of customer service and observance of corporation protocol in a hectic and sometimes hostile situation.
• Ability to read and write to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed.

Why Work at CCI?

• Extensive benefits plan including PTO
• 403B Retirement Plan
• Tuition reimbursement opportunities
• Continuing education assistance; can be used toward obtaining certifications, renewal of certifications, or possible conference attendance.
• Our providers are insured for malpractice under FTCA.

Equal Employment Opportunity (EEO)

CCI Health Services does not unlawfully discriminate based on race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer related or genetic characteristics or any genetic information), marital status, sex, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law. All personnel decisions are to be administered in accordance with this policy and in compliance with applicable federal and state law, including, but not limited to, decisions regarding recruitment, selection, training, promotion, compensation, benefits, transfers, lay-offs, tuition assistance, and social and recreational programs.

The CEO & President of CCI and all managerial personnel are committed to this policy and its enforcement. Employees are directed to bring any violation of this policy to the immediate attention of their supervisor, Human Resources, or the CEO & President. Any employee who violates this policy or knowingly retaliates against an employee reporting or complaining of a violation of this policy, shall be subject to immediate corrective action, up to and including termination of employment. Complaints brought under this policy will be promptly investigated and handled with due regard for the privacy and respect of all involved.