Patient Care Representative

Job Description

Job Description

BioMed Behavioral Health Services  is a leader in delivering professional, competent, and compassionate care to individuals who are chemically dependent and experiencing co‑occurring behavioral health disorders. Our mission is to help individuals attain and maintain their highest possible level of functioning. Established in 1999, our program is guided by a vision to provide innovative and comprehensive services that support maximum patient rehabilitation. We strive to empower individuals to become productive members of the community, capable of managing their lives in a positive, healthy, and sustainable manner.

BioMed Behavioral Health Services is an Equal Opportunity / Equal Access Employer. We treat all employees and consider qualified applicants for employment without regard to race, religion, color, sex, age, national origin or ancestry, genetic information, disability, protected veteran status, marital status, parental status, sexual orientation, gender identity, or gender expression. We make all affirmative efforts to recruit and hire individuals with disabilities, including those in recovery.

Job Summary:

As a Patient Care Representative, you will play a vital role in supporting the delivery of high‑quality care to the patients we serve. You will provide exceptional customer service in a compassionate, person‑centered environment, ensuring patients feel welcomed, respected, informed, and supported throughout their care experience. This role serves as a key point of contact, helping to promote positive patient engagement and continuity of care.

  Duties/Responsibilities:

•   Greet patients and visitors warmly, creating a welcoming, respectful, and non‑judgmental environment in person, by telephone, and through electronic communication.

• Maintain a professional, compassionate demeanor and actively listen to patient concerns, proactively addressing needs, questions, and requests.
• Provide information and referrals related to patient support programs and appropriate community resources.
• Manage patient check‑ins, appointment inquiries, scheduling, confirmations, and reminders in an efficient and courteous manner.
• Handle incoming telephone calls, emails, and electronic communications professionally, directing inquiries to appropriate staff members as needed.
• Maintain an organized, clean, and welcoming front office and waiting area, including routine monitoring of shared spaces and patient restrooms to ensure cleanliness and safety.
• Assist with visitor sign‑in and sign‑out procedures in accordance with clinic policy.
• Assist with the management, filing, and maintenance of patient records, ensuring accuracy, confidentiality, and compliance with HIPAA guidelines.
• Support clinic security by monitoring entrances and exits and enforcing safety and security policies and procedures.
• Respond calmly and professionally to disruptive or escalated situations, utilizing verbal de‑escalation techniques and seeking peaceful resolutions.
• Collaborate with law enforcement when necessary while prioritizing patient safety, dignity, and confidentiality in accordance with HIPAA requirements.
• Facilitate the urinalysis collection process in accordance with established protocols and ensure supplies are properly stocked and maintained.
• Collaborate with nursing and medical staff to support efficient patient flow and clinic operations.
• Assist with obtaining and documenting vital signs, as needed and within scope of training.
• Provide administrative support to medical and clinical staff, including scheduling, recordkeeping, and coordination of care with community partners.

  Required Skills/Abilities:

• Strong interpersonal, customer service, and verbal communication skills with the ability to interact compassionately with diverse populations.
• Ability to remain calm, professional, and effective in fast‑paced or high‑stress clinical environments.
• Strong organizational skills with attention to detail, particularly in scheduling and documentation.
• Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines.
• Demonstrated problem‑solving skills and sound judgment.
• Ability to work collaboratively as part of a multidisciplinary healthcare team.
• Proficiency in Microsoft Office Suite and ability to learn and use EMR/EHR systems and related software.
• Ability to maintain strict confidentiality and comply with HIPAA regulations.

Education and Experience:

• High school diploma or equivalent required; relevant coursework, certification, or experience in healthcare, behavioral health, customer service, or security preferred. 
• Current CPR/BLS certification required or ability to obtain within a designated timeframe. 
• Basic knowledge of medical terminology and healthcare procedures preferred. 
• Basic computer skills, including data entry and electronic health record documentation. 
• Demonstrated empathy, professionalism, and a non‑judgmental approach to patient care.

Work Schedule

• Full‑time position with a rotating schedule.
• Hours:

• Monday through Friday: 4:45 AM – 1:30 PM
• Every other Saturday: 5:45 AM – 9:30 AM

Skills:

The Patient Care Representative utilizes strong interpersonal and communication skills daily to interact effectively with diverse patient populations, ensuring clarity and empathy in all exchanges. Organizational skills are essential for managing appointment schedules, patient records, and insurance documentation accurately and efficiently. Proficiency with EMR systems and office software enables the representative to maintain up-to-date patient information and streamline administrative workflows. Problem-solving skills are applied when addressing patient concerns or coordinating with clinical staff to resolve scheduling conflicts or insurance issues. Additionally, knowledge of healthcare regulations and confidentiality standards ensures that all patient interactions and data handling comply with legal and ethical requirements.