Patient Representative I

Zufall Health; West Orange (NJ); On-site; USD 23,419 - 27,152; Full time

Job summary

Zufall Health in West Orange, New Jersey, is seeking a Patient Representative to greet visitors, answer phones, complete registrations, and conduct intake as needed. The PR directs patients to the correct destinations, explains processes, reviews documentation, and checks insurance eligibility.

This full-time role requires a high school diploma, NJ operator license, and at least 1 year of customer service plus 1 year in billing. Bilingual English/Spanish and Word/EMR proficiency are essential.

Qualifications

• Bilingual English and Spanish required.
• At least 1 year of customer service experience and 1 year in collecting money or billing.
• Experience in a clinical/ambulatory care setting preferred.

Responsibilities

• Greets all visitors and directs them to their destination.
• Answers the telephone and schedules or responds to inquiries.
• Completes patient registration and intake as needed.
• Conducts eligibility checks on insurances.
• Collects payments from patients and records receipts securely.
• Maintains patient confidentiality per HIPAA and related policies.
• Communicates with medical staff regarding patient visits.
• Represents Zufall Health Center professionally in public areas.

Skills

Bilingual English and Spanish

Excellent customer service

Microsoft Word

Education

High School diploma

Medical field coursework preferred

Tools

Electronic Medical Records (EMR)

Job description

Description

The Patient representative (PR) acts as a greeter to patients entering Zufall Health Center, answers the telephone, completes registration, and conducts intake as needed. The PR directs patients to the appropriate destination, answers questions, explains processes, reviews required documentation, and checks eligibility. Most importantly, the PR supports the mission and vision of the Zufall Health Center.

Job Type

Full-time

Essential Functions, Duties And Responsibilities

• Consistently adheres to all departmental policies and procedures.
• Conducts all aspects of the job in a professional and ethical manner.
• Works independently with little or no supervision but uses available resources for problem resolution as needed.
• Completes assignments in a timely and efficient manner.
• Maintains a high level of confidentiality.
• Works collaboratively with team members to assure optimal outcomes of care and service.
• Utilizes departmental resources prudently and appropriately.
• Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center.
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work‑related issues.
• Keeps manager or supervisor informed of work‑related issues at all times.
• Performs additional duties as determined by supervisor.

Specific Duties

Interaction with Patients

• Greets all visitors to the facility and directs them to their appropriate destination.
• Greets patients and visitors in a prompt, pleasant, and helpful manner in person and on the telephone.
• Answers the telephone and makes appointments or responds to inquiries.
• Ensures that the patient brings all supporting documentation to visit.
• Reminds patient of appointment time, documentation needed, immunization records for new patient pediatric appointments, and schedules and reschedules appointments.
• Explains processes and forms to patients as needed.
• Conducts eligibility checks on insurances.
• Collects payments from patients, enters the payment in eCW, and prints receipts for patient. PRs are responsible for the money they collect and ensuring it is locked in the safe or locked drawer at their desk or in supervisor’s office at all times; keys to drawers are never left in the open.
• Communicates with the medical staff regarding patient visits.
• Assists with printing requisitions or other forms as needed.
• PRs are in public areas, so they should present themselves always as professional and friendly, act as a team player in all situations, keep their personal areas and surrounding public areas neat and clean, and routinely “straighten up” during the day.
• Appearance: PRs should keep their scrubs in good, clean condition; only Zufall jackets may be worn over scrubs; wearing of personal sweaters or sweatshirts is not allowed; only white T‑shirts are allowed under scrubs; clean sneakers are required. No personal clothing or possessions are to be visible at desk or on back of chair. Cell phones must never be taken out in an area where patients are allowed.
• PRs are hired as a PR I. They remain at this level during initial training and after three months of employment must take an exam covering all material required for duties. The exam includes customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance, and Zufall policies and procedures.
• Staff will have three opportunities to pass the exam. If they do not pass first or second try, additional training is provided. If they fail three times, they will be terminated.

Communication

• Maintains patient confidentiality in compliance with HIPAA and other federal, state, and local regulations as stated in the ZHC policies and procedures manual.
• Answers inquiries of patients and the public in person or via telephone regarding regulations and services; when necessary, refers inquiries to appropriate person or department.
• Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.

Requirements

• Has knowledge of computer software such as Microsoft Word and electronic medical records.
• Excellent customer service skills.
• Works with very little supervision.
• Adapts quickly to unanticipated changes in workflow or work process, and frequent changes in insurance rules and coverage.
• Understands, carries out, and remembers verbal and written instructions.
• Bilingual English and Spanish required.

Education, Training and Experience

• High School diploma required; college credit or additional education in the medical field or insurance and billing courses preferred.
• Possesses a current, unrestricted New Jersey operator license issued by the New Jersey Division of Motor Vehicles, or can use public transportation to travel to other sites as needed.
• Minimum of 1 year experience in customer service and 1 year in collecting money or billing and insurance.
• Experience in a clinical/ambulatory care setting preferred.

Salary Description

$17.00-$19.71