Lead Patient Care Representative - Front Desk - Middleton Family Medicine Urgent Care LLC

Lead Patient Care Representative: Front Desk

Pay Range: $22-$25 per hour

Middleton Family Medicine is seeking a dedicated and driven full time Lead Patient Care Representative to join our growing private Family Medicine practice in Middleton, MA. We are looking for candidates who are passionate about making a meaningful difference in the lives of our patients and are committed to delivering exceptional patient care and service.

What We Offer:

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance, a 401(k) plan with employer match, and a profit-sharing bonus structure that rewards your contributions to our practice’s success.
• Professional Growth Environment: At Middleton Family Medicine, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Primary Duties and Responsibilities:

• Fulfills all the job functions and responsibilities of the Patient Care Representative

• Provide excellent customer service to all patients, families, and caregivers
• Professionally greet patients and visitors as they arrive to the practice
• Check in patients for their appointments, while confirming and updating demographic and insurance information as necessary
• Perform insurance eligibility checks and collect all patient copayments and outstanding balances
• Understand various aspects of medical insurance to provide accurate answers to any patient insurance inquiries and to ensure appropriate insurance allocation and verification
• Collect necessary patient signatures on required documents ahead of their appointment
• Assist patients, families, and caregivers with Patient Portal access and encourage Portal use
• Answer phones, schedule appointments, and manage online portal messages.  Efficiently escalate questions or issues to appropriate clinical resources
• Process patient requests, including forms, referrals, and prescriptions, and redirect to clinical staff as necessary
• Track patient medical records for all alerts including quality measures and communicate to provider as appropriate
• Monitor provider schedules for tardiness or no-shows and communicate with clinical staff and patients appropriately and following Patient Late Arrival and No Show policies.
• Schedule appointments in accordance with office scheduling policies using our EMR, Athena
• Review patient encounters to determine next steps and schedule all follow-up appointments, specialist visits, and diagnostic testing or imaging, as appropriate
• Provide patients with relevant instructions, educational materials, or community resources in support of ongoing care, testing, and/or referrals

• Responsible for overseeing the Front Desk PCR and maintaining a professional atmosphere within the clinic
• Directly accountable for monitoring and reviewing work assignments of other employees, checking work for accuracy, assisting in making daily work assignments, assisting with developing work schedules, and giving advice and work instructions to PCRs.
• Navigate challenging conversations appropriately with employees regarding corrective actions
• Reports variance from performance and behavioral standards to the Administrative Director and human resources, as appropriate. 
• Responsible for supporting and driving all training initiatives for all new hires and existing Patient Care Representatives. This may involve assigning other PCRs, assisting outside sources or internal employees to conduct the training. 
• Communicates regularly with the Administrative Director and human resources to update on status of projects or other issues and other necessary feedback
• Collaborate with the Administrative Director in hiring new staff and has influence over employment status from pre-hire to termination.
• Provides support and coverage to lead Phone PCR during their absence. 
• Understand, maintain, and enforce HIPAA regulations and patient privacy protocols
• Performs all other duties as assigned

Education Minimum Requirements:

• High School diploma or equivalent

Key Competencies and Skills:

• Strong interpersonal, time management, and organizational skills
• Outstanding customer service skills, positive attitude, and professional appearance
• Knowledge of medical terminology, procedures, diagnoses, and health insurance plans
• Efficient problem solver
• Adaptable, flexible, and reliable
• Ability to multitask in a fast-paced office environment and work either independently or as part of a team
• Excellent verbal and written communication skills
• Knowledge of computer and relevant software applications

About Middleton Family Medicine:

Our mission at Middleton Family Medicine is to Make Lives Meaningfully Better. We are continually expanding our practice to provide quality, comprehensive, and compassionate care to patients on the North Shore and beyond. We are committed to hiring passionate individuals who are motivated to succeed in a collaborative, patient-centric culture. We pride ourselves on our commitment to excellence, offering services 365 days a year, drive-thru healthcare, and on-site specialty teams and ancillary services.

At Middleton Family Medicine, we offer excellent benefits, top-notch training, and a vibrant work environment. We believe in celebrating our employees' successes and regularly gather for company-wide parties and events to foster strong team connections. Join us as we continue to grow, investing in our people, programs, and technology to deliver legendary patient service and further our reputation as the provider, practice, and employer of choice!

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