Patient Care Representative

Job Title

PCR

Company Overview

Urology of Virginia is dedicated to improving the lives of our patients through exceptional urological care and service. With a long history of serving Hampton Roads and northeastern North Carolina, our team of board-certified urologists and skilled healthcare professionals is committed to providing comprehensive, high-quality care in a compassionate and patient-focused environment.

Driven by our Core Values, we are committed to creating a culture of professionalism, teamwork, accountability, and excellence. Every team member contributes to exceptional patient experiences, strong teamwork, and high-quality care.

Job Overview

PCR must possess excellent communication skills, pleasant personality and should love interacting with people. Requires basic mathematics and computer operation skills, as the job involves maintaining records and data on the computer, as well as handling cash. Good telephone etiquette and email etiquette are also required. Proficient in Microsoft Office Software to include e-mail software.

Duties and Responsibilities

Employee Core Values:

• People First Delivers exceptional customer service by putting patients first, approaching challenges with a problem-solving mindset, and consistently demonstrating professionalism, compassion, and respect for everyone
• Be Accountable Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goals
• We Before Me Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goals
• Pursue Excellence Expects, projects, and demonstrates excellence through consistent attention to detail in everything they do
• Communicate Well Consistently delivers clear, concise, and professional communication across all interactions

Primary:

• Prepares for patient intake, differentiated by type, for new and established patients
• Reviews daily schedule no less than 24 hours in advance to determine patient information that is missing, incorrect, incomplete and/or outdated. Daily dashboard preparation to reflect missing/needed information
• Greets patients in a welcoming and professional manner
• Collects copay's, deductibles, co-insurances and surgical deposit fees according to Practice protocols. Prepare and balance daily financial batch to ensure cash and checks balance each day before submitting to administration for deposit preparation. Daily drop of batch into administration safe at close of business
• Utilizes electronic medical records for documentation and charting all patient information, to include but not be limited to phone encounters, appointment scheduling, lab results or provider orders
• Within 48 hours of upcoming scheduled appointment, assumes responsibility to verify insurance eligibility through the practice management system. If verification unable to be done through the practice management system, PCR assumes responsibility for calling the insurance company to obtain verification. PCR responsible for all required referrals and authorizations to ensure protection of and reimbursement for care provided
• Answers telephone within three (3) rings in a courteous and friendly manner. Responds to requests for information by returning all calls before leaving for the day. Checks voicemail throughout course of the day
• Responds to both in-basket and patient messages before leaving for the day
• Registers and schedules patients according to office protocols using the practice management system. Accurately enters or updates information in practice management system, and then arrives patients in Connect Care
• Assists patients with the Phreesia check-in process, using verbal instructions and/or actual physical assistance with completing the tablet
• Maintains practice management system's appointment tickler system, including scheduling of requisite appointments
• Schedule patients with both internal UVA and external physicians, as directed by treating physician, in a timely manner. Appointments will include follow-up, pre- and post-op, in-office procedures, surgery clearances and specialty care
• Manage patient appointments that conflict with professional meetings, seminars and special events
• Coordinate completion of and collection for FMLA (Family Medical and Leave Act) and insurance paperwork
• Establish a wait list for patients requiring appointments, then review and utilize for patient management
• Ensures all patients are accounted for and brought back by the nursing staff in a timely manner. Monitoring of timeliness of physician's schedule to provide good communication with scheduled patients
• Check out patients, scheduling return appointments and coordination of imaging orders along with providing After Visit Summary
• Counts and logs petty cash daily to ensure $100 is in the envelope. Complies with both Petty Cash and Daily Receipts policies. Deposits petty cash envelope in the administration safe at the end of the day
• Organizes and maintains forms and office stationery required for front desk duties
• Respects and maintains the privacy and dignity of patients. Ensures patient confidentiality at all times
• Directs patients and other visitors to appropriate location and services with a high level of courtesy and politeness
• Ensures equipment/machinery turned off according to Practice protocol at close of business each day
• Maintains the lobby in a neat and organized fashion. Throws away torn magazines. Picks up trash as needed
• Assists in the training of new employees as requested

Requirements

Required License/Experience/Skills

• High School graduate or GED
• One to three years customer service experience preferred
• Strong oral and written communication skills for corresponding with physicians, patients and fellow employees
• Proficient in Microsoft Office Software to include e-mail software

Preferred License/Experience/Skills

• Proficient in practice management systems, Connect Care, Phreesia and Epic

Equal employment opportunity for all is a very important philosophy for our practice. We will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.