Patient Representative

Wilmington HealthSince 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.Purpose:To provide front office support in clinical areas.Essential Duties/Responsibilities:As applicable for your department:Greets, acknowledges and provides closure to all customer needs in a professional and efficient mannerMaintains effective communication and interacts appropriately and professionally with all members of health care teamChecks patients in and out following standard operating processes to include management of samples, notes, forms, scripts, directing patients, and triage sheetsSchedules, coordinates and reschedules all patient appointments (includes office, outpatient procedures, hospitals, and other medical facilities)Answers incoming calls and takes necessary actionMaintains provider schedules as directed by managerMaintains physician on-call schedule for departmentKeeps logs as required by ManagerAttends department and other meetings as required by Manager (including training and re-education)Maintains inventory of office supplies and orders as neededOpens and sorts mailDirects patients to contact Central Business Office for additional billing inquiriesAssists Manager with other duties deemed necessary to achieve efficiency and a cohesive working environmentOther Duties:As assigned by ManagerQualificationsRequired:High School Diploma or GED EquivalentPreferred:Experience in Medical Office AdministrationBLS/CPR CertifiedADA Physical Demands:Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day) Position Dependent (prn)Physical Demand - Required? - FrequencyStanding - Position DependentSitting - ContinuouslyWalking - Position DependentKneeling/Crouching - RarelyLifting - RarelyPatient Representative CompetenciesGeneral:Customer ServiceProfessionalism/Integrity/ResponsibilityTeamwork/Lean Process ImprovementGame Changer/InitiativeDependability/PunctualityInterpersonal Relationships/CommunicationJudgment/Decision Making/Problem SolvingQuality/QuantitySafety/HousekeepingOrganizational Skills/Time ManagementDepartment Specific:Follows reception process for all check in duties.Follows appointment preparation process for all scheduled appointments including eligibility verification, referral/authorization/managed care processes.Follows process for all demographic data entry.Follows appointment process for scheduling to include system reports (cancel/reschedule), Live Chat, and appointment request mailbox.Follow check out processes for appointments, referrals, tasking, communications, managed care and failsafe.Follows insurance process for all insurance data.Follows cashier process for collections, retail sales, and batching.Follows patient financial counselor process for billing inquiries and concerns.Follows all processes for reconciliation of internal communications.Follows HIPAA guidelines.