Patient Service Representative - RR

Patient Service Representative

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 and case management services.

This full-time position will be based out of one of our Roanoke Rapids, North Carolina family medical offices. The Patient Service Representative is responsible for professionally responding to telephone inquiries from callers as they relate to health services our organization provides. Rural Health Group's Call Center staff are responsible for solving problems and educating callers about our organization's health services and procedures. Operators/schedulers are also responsible for documenting all patient interactions in the appropriate computer system.

We prefer to hire individuals who have excellent verbal and written communication skills, organizational skills, and the ability to handle multiple tasks. Bilingual in Spanish and English is preferred, but not required for this position.

Responsibilities:

• 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.
• 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 call center or customer service environment. Attends or reviews 100% of team meetings annually.
• Responds to irate callers in a professional manner.
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Other duties and special projects that are assigned.

Service Delivery Expectations:

• 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 telephone encounters.
• Seeks and supports changes in call 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 call center 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/caller service, vision, values, and endeavors.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
• Demonstrates effective problem solving skills.

Core Competencies: Successful candidate must demonstrate the Rural Health Group Core Competencies, which include:

1. Good Judgment
2. Communication/Customer Service/Teamwork
3. Passion
4. Honesty
5. Responsibility
6. Job-Specific Skill Set

Requirements:

• Experience in a call center environment is required.
• Bilingual (English/Spanish) is preferred, but not required; applicants who serve in a translating capacity will be required to take a language assessment
• Experience in outpatient medical office setting preferred.
• Experience with electronic health record a plus.
• High school diploma or GED
• Ability to multi-task and work efficiently in a potentially stressful environment
• Ability to apply common sense understanding when carrying out detailed written or oral instructions
• Ability to establish and maintain positive, effective, professional relationships with patients, providers, coworkers, and superiors
• Excellent verbal and written communication skills
• Able to maintain patient respect and dignity while displaying maturity, empathy, ethics, and professionalism
• Able to work independently; excellent teamwork skills
• Possess knowledge of modern office equipment and basic computer skills; must be able to quickly learn to use eClinicalWorks electronic health record system
• Physical Demands: Must be able to sit for long periods of time

EOE. Federal and State Criminal Background Checks and Drug Screen required for all positions. Influenza vaccine is also a condition of employment. E-Verify Notice: After accepting employment new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States.