Patient Engagement Representative - CareSouth

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 the 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. In addition, the Patient Engagement Representative serves as a COVID screener.

PRIMARY RESPONSIBILITIES:

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 the 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 training, 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 the 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. Always project a friendly and upbeat tone while interacting with patients, co-workers, and external entities.
14. Thoroughly and accurately explain the promissory note to patients, scan and document into the computer.
15. Update promissory note for the patient at the follow-up visit.
16. Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments.
17. Coordinate with Call Center regarding the scheduling of appointments and other patient needs.
18. Conduct household income assessment to calculate sliding fee scale costs for services.
19. Recommend improvements in service to reduce or prevent future problems.
20. Follows and actively participates in CareSouth's Quality Management Plan and adheres to standards of improvement accordingly.
21. Review the e-fax daily and disseminate the faxes to the appropriate place.
22. Review provider schedules to ensure accuracy and optimization.
23. Schedule/reschedule appointments and verify insurance for all new and established patients.
24. Accept payments/co-payments and balance sales transaction batches daily.
25. Complete day-end financial report.
26. Greet patients, caretakers, vendors, visitors, and staff.
27. Take laser temperature of patients and family members, vendors, staff, etc.
28. Ask symptom-related screening questions as provided by CareSouth.
29. Provide PPE as applicable.
30. Direct patients and visitors to appropriate departments.
31. Control seating capacity in wait area.
32. Demonstrate customer service skills.
33. Must have the ability to resolve unforeseen problems with little to no direction from management.
34. Must report and travel, as needed, to any CareSouth facility to perform duties.
35. 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

Physical Requirements:

1. Visual acuity - always
2. Hand - eye coordination - always
3. Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes
4. Stooping, Bending, and Standing - sometimes
5. Walking- frequent; short distances

WORK ENVIRONMENT:

1. Indoor, environmentally controlled
2. Exposure to disease or infections
3. No vibrations
4. Exposure to artificial and/or natural light
5. Exposure to outdoor weather elements

TRAINING

1. Relias CareSouth Onboarding
2. Relias Track A Non-Clinical

PERFORMANCE MANAGEMENT EVALUATION TYPE

Operations