Patient Service Representative - RR

Rural Health Group, Inc.; Roanoke Rapids, Northern (NC, KY); Hybrid; USD 32,000 - 52,000; Full time

Job summary

Rural Health Group, Inc. in Roanoke Rapids, NC is seeking a full-time Patient Service Representative to handle call center inquiries, schedule appointments, and document patient information in our EMR.

The role emphasizes strong communication, organization, and the ability to multi-task in a fast-paced clinic setting. Experience in outpatient medical offices is preferred; knowledge of the eClinicalWorks EHR system is a plus.

Qualifications

• Experience in a call center environment.
• Bilingual English/Spanish preferred.
• Ability to multi-task in a potentially stressful environment.
• Ability to learn and use the eClinicalWorks EHR system.
• High school diploma or GED required.

Responsibilities

• Answer and route telephone inquiries in a friendly, professional manner.
• Provide information on Rural Health Group's programs, policies, and procedures.
• Enter patient demographics into the EMR accurately and concisely.
• Refer patients to nursing staff for triage and medical advice.
• Schedule appointments and handle cancellations per provider guidelines.
• Communicate visit requirements and payment expectations to patients.
• Maintain HIPAA confidentiality and professional patient relations.

Skills

Call center experience

Bilingual English/Spanish

Verbal & written communication

Education

High school diploma or GED

Tools

eClinicalWorks

Job description

Rural Health Group - Healthcare That Fits Your Family

Rural Health Group, Inc. provides quality primary care services without regard for a patient's ability to pay and serves as a community resource for eliminating health disparities. We are a non-profit, federally qualified health center dedicated to serving everyone in our community with exceptional medical, dental, behavioral health, pharmacy, health education, nutrition, WIC and case management services.

Patient ServiceRepresentative

This full-time position will be based out of one of our Roanoke Rapids, North Carolina family medical offices. The Patient Service Representative is responsible for professionally responding to telephone inquiries from callers as they relate to health services our organization provides. Rural Health Group's Call Center staff are responsible for solving problems and educating callers about our organization's health services and procedures. Operators/schedulers are also responsible for documenting all patient interactions in the appropriate computer system.

We prefer to hire individuals who have excellent verbal and written communication skills, organizational skills, and the ability to handle multiple tasks. Bilingual in Spanish and English is preferred, but not required for this position.

Responsibilities:

• Promptly answers, screens, and processes telephone inquiries in a friendly, professional manner.
• Provides information on Rural Health Group's programs, policies, and procedures.
• Collects, enters and updates patient demographic information into the EMR system. Documentation is to be concise, thorough, and accurate.
• Refers patients to the nursing staff for triage and medical advice.
• Responds to urgent/emergent calls and refer to nursing staff until resolution.
• Schedule appointments per provider guidelines and handle cancelations.
• Make reminder calls for next-day appointments informing patients to bring any necessary items, including co-payments and medications.
• Communicate with patients about requirements for next visit such as paying outstanding balances.
• Explain clinic regulations such as hours, payment of accounts and schedule of charges.
• Reduce barriers by improving linkages to services.
• Participates in internal and external educational opportunities relevant to the call center or customer service environment. Attends or reviews 100% of team meetings annually.
• Responds to irate callers in a professional manner.
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Other duties and special projects that are assigned.

Service Delivery Expectations:

• Customer service oriented.
• Team player.
• Meets the expectations of our internal and external customers in providing excellent service.
• Demonstrates positive customer relationship skills with all telephone encounters.
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
• Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
• Promotes sense of pride in call center and positive interpersonal relations among all team members.
• Exhibits commitment to effective problem solving techniques when issues arise.
• Continuously acts to maintain a safe, clean, healthy, and professional work environment consistent with Rural Health Group's professional patient/caller service, vision, values, and endeavors.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
• Demonstrates effective problem solving skills.

Core Competencies:

1. Good Judgment
2. Communication/Customer Service/Teamwork
3. Passion
4. Honesty
5. Responsibility
6. Job-Specific Skill Set

Requirements:

• Experience in a call center environment is required.
• Bilingual (English/Spanish) ispreferred, but not required; applicants who serve in a translating capacity will be required to take a language assessment
• Experience in outpatient medical office setting preferred.
• Experience with electronic health record a plus.
• High school diploma or GED
• Ability to multi-task and work efficiently in a potentially stressful environment
• Ability to apply common sense understanding when carrying out detailed written or oral instructions
• Ability to establish and maintain positive, effective, professional relationships with patients, providers, coworkers, and superiors
• Excellent verbal and written communication skills
• Able to maintain patient respect and dignity while displaying maturity, empathy, ethics, and professionalism
• Able to work independently; excellent teamwork skills
• Possess knowledge of modern office equipment and basic computer skills; must be able to quickly learn to use eClinicalWorks electronic health record system
• Physical Demands: Must be able to sit for long periods of time

EOE. Federal and State Criminal Background Checks andDrug Screenrequired for all positions. Influenza vaccine is also acondition of employment.

E-Verify Notice: After accepting employment new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States.