Patient Engagement Representative

SUMMARY: The Patient Engagement Representative provides patients with high quality, efficient, and effective service.

The Patient Engagement Representative provides the patient and the clinic with high quality information input to ensure accuracy and completeness of the patient's information. The Patient Engagement Representative provides customers with compassion, empathy and service with a smile and actively works to create and maintain a professional, positive patient experience.

PRIMARY RESPONSIBILITES:

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service trainings, departmental meetings, and community events.
7. Work cohesively with team members.
8. Greets patients, families, and providers in a courteous, friendly, and professional manner.
9. Effectively, comprehensively utilizes the electronic medical record (EMR) entering patient demographic data and insurance records.
10. Confer with customers in person or by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.
11. Scans all patients' identification, household income information, and insurance verification information into computer.
12. Thoroughly investigate and try to resolve patient issues. If unable to resolve, contact the appropriate person to escalate the issue with the appropriate sense of urgency.
13. Takes and records patient temperatures at the front entrance and ask required screening questions.
14. Always project a friendly and upbeat tone while interacting with patients, co-workers, and external entities.
15. Thoroughly and accurately explain the promissory note to patients, scan and document into the computer.
16. Update promissory note for patient at follow-up visit.
17. Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments.
18. Coordinate with Call Center regarding scheduling of appointments and other patient needs.
19. Conduct household income assessment to calculate sliding fee scale costs for services.
20. Recommend improvements in service to reduce or prevent future problems.
21. Follows and actively participates in CareSouth's Quality Management Plan and adheres to standards of improvement accordingly.
22. Review the e-fax daily and disseminate the faxes to the appropriate place.
23. Review provider schedules to ensure accuracy and optimization.
24. Schedule/reschedule appointments and verify insurance for all new and established patients.
25. Accept payments/co-payments and balance sales transaction batches daily.
26. Complete day-end financial report.
27. Must travel, as needed, to satellite offices to provide staff relief.
28. Perform other duties as assigned.

REQUIREMENTS:

1. High School Diploma or equivalent.
2. Completion of a Medical Office Administration program preferred
3. 1+ year of medical office experience preferred
4. Must have ability to learn using Electronic Health Records; must have strong computer skills.
5. Excellent verbal and written communication skills.
6. Friendly and compassionate disposition
7. Must have exceptional interpersonal communication skills.
8. Must be able to effectively resolve conflicts.
9. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES

N/A