Patient Representative II

Community Clinic Inc.; Silver Spring (MD); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

PTO

403B Retirement Plan + Employer match

Continuing education assistance

Job summary

CCI Health Services is seeking a Lead Patient Representative to greet patients and visitors, coordinate with Health Center staff, and ensure high-quality, cost-efficient, culturally sensitive services that comply with policies and procedures.

The role involves supervising Patient Representatives, training staff, and maintaining accurate scheduling and patient records. On-site work is required, with occasional travel between centers to cover shifts and support operations.

Qualifications

• Minimum high school diploma; CPR certification.
• Two years of relevant work experience, preferably in a medical setting.
• Must be proficient with CCI systems, programs, protocols, and processes.

Responsibilities

• Answers the telephone promptly and directs calls to the appropriate area.
• Assists in scheduling return appointments and updating patient demographics.
• Registers patients and confirms demographics; reminds patients of visits.
• Checks in patients and routes them in the system (Arrived/No-Show/Walk-In/Cancellation).
• Monitors reception area and notifies staff of long wait times or issues.
• Leads and trains Patient Representatives to ensure efficient patient care.
• Performs clerical duties including scheduling, documentation, and medical records release forms.
• Work travel between CCI sites may be required.

Skills

Customer service

Communication skills

Team leadership

Telephone etiquette

Interpersonal skills

Education

High School diploma

Associate/Bachelor preferred

Job description

IM - HRSA Health Grant Funded Full/Part Time Full-Time Clerical Silver Spring, MD, US

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

30+ days ago Requisition ID: 1364

Salary Range: $22.00 To $25.00 Hourly

CCI Health Services’ mission is to deliver high quality, accessible care to our community members, leading the way to a more equitable health care system for everyone.

POSITION SUMMARY:

CCI Health Services is seeking a Lead Patient Representative to act as the point of contact by greeting patients and visitors in person and over the phone and directing them to the appropriate Health Center personnel. The Lead Patient Representative will assist in team leading, training, and assisting Patient Representatives in assuring the provision of high quality; cost-efficient, culturally sensitive services that comply with all Federal, State, and Local agency policies and procedures.

KEY FUNCTIONS & RESPONSIBILITIES:

• Answers the telephone promptly, identifies self and the center refers calls to the appropriate area, and identifies and refers to urgent calls correctly. Accurately communicates phone messages as needed.
• Assists in scheduling return appointments, confirming the patient’s demographics, and updating the computer system as necessary.
• Registers patients. Calls patients to remind them of scheduled visits percenter routine.
• Checks in patients as they enter the center, identifies in the system whether they are an “Arrived”, “No-Show”, “Walk-In”, or a “Cancellation”.
• Notifies appropriate personnel of patient’s arrival (per center routine) and secures patient’s medical record for use by Medical Assistant.
• Monitors status of reception areas, updating appointment status by end of the day, alerting clinical staff of unusually long patient waiting times, or obtaining assistance in any unusual situations including patient conflicts.
• Performs other clerical support functions; scanning, scheduling, and documentation of appointments or referrals completing medical records release forms. Prints provider schedule the day before.
• Review the schedule the day before to better prepare needed registration updates to ask from the patient, such as HIPAA, Consent to Treatment, MCHATS, ASQ, patient profiles, and any other paperwork as needed.
• Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers, and outside contacts.
• Work with various programs such as dental, family planning, and behavioral health and follow the policies and procedures, workflows, and/or guidelines.
• Process billing and collections.
• Deliver any patient care instructions.
• Leads and trains Patient Representatives in their daily job responsibilities to assure efficient patient care.
• Provides excellent customer service skills both to co-workers and patients.
• Manage, create, and assist the Health Center Manager with the Health Center schedule.
• Order office supplies with Health Center Manager’s approval.
• Working on-site is an essential duty for the job.
• This position may require travel between CCI sites to provide additional coverage when needed.
• Employees serving in a lead, senior or similarly designated position will be required to perform clinical duties daily.
• Other duties as assigned.

EDUCATION AND EXPERIENCE:

• Minimum High School diploma, an AA or BS degree preferred or commensurate experience.
• Current CPR certification.
• Two (2) years of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience. Two (2) plus years, of internal PR experience with CCI, is preferred.
• Must be proficient with CCI systems, programs, protocols, and processes.

OTHER SKILLS AND ABILITIES:

• Must possess excellent communication and interpersonal skills to greet patients and visitors in person or over the phone, and to direct them accordingly.
• Ability to maintain a high standard of customer service and observance of corporation protocol in a hectic and sometimes hostile situation. Must be customer-focused.
• Ability to read and write to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed.
• Ability to engage with a diverse patient population and staff.
• Must be a role model by exemplifying CCI Core Standard of Behaviors.
• Must have strong mentoring, training, and monitoring skills; the ability to motivate, foster, and model team spirit.

WORKING CONDITIONS:

• Proper and professional grooming is always expected.
• Prolonged periods of standing, bending or working at a desk on a computer.
• The ability to lift (up to 15lbs) is required.
• Work under stressful conditions within a controlled enclosed environment daily. The work environment involves exposure to potentially dangerous materials and situations that require extensive safety precautions and may include the use of protective equipment.
• ADA Category. In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
• OSHA Category 1. Clinical environment. Possibility of exposure to chemicals and infectious body fluids e.g., HPV, HIV, HEP C, HSV.

Why work at CCI?

• Extensive benefits plan including PTO
• 403B Retirement Plan + Employer match up to 4%
• Continuing education assistance; can be used toward obtaining certifications, renewal of certifications, or possible conference attendance.
• Our providers are insured for malpractice under FTCA.

Equal Employment Opportunity (EEO)

CCI Health Services does not unlawfully discriminatebased on race, religion, color, national origin, citizenship, ancestry,physical or mental disability, legally protected medical condition (cancerrelated or genetic characteristics or any genetic information), marital status,sex, sexual orientation, gender identity, gender expression, pregnancy, age (40or older), military and/or veteran status or any other basis protected byfederal or state law. All personnel decisions are to be administered in accordancewith this policy and in compliance with applicable federal and state law,including, but not limited to, decisions regarding recruitment, selection,training, promotion, compensation, benefits, transfers, lay-offs, tuitionassistance, and social and recreational programs.

The CEO & President of CCI and all managerialpersonnel are committed to this policy and its enforcement. Employees aredirected to bring any violation of this policy to the immediate attention oftheir supervisor, Human Resources, or the CEO & President. Any employee whoviolates this policy or knowingly retaliates against an employee reporting orcomplaining of a violation of this policy, shall be subject to immediatecorrective action, up to and including termination of employment. Complaintsbrought under this policy will be promptly investigated and handled with dueregard for the privacy and respect of all involved.