Patient Support Representative-Full:Time

United Way of Greenville County; Searcy (AR); On-site; USD 32,000 - 42,000; Full time

Job summary

PrimeCARE is seeking a Patient Support Representative in Searcy, AR to handle incoming calls, provide information, document in the EHR, and coordinate scheduling with clinicians.

You will work with Phreesia, Podium, and Patient Portal messages; maintain accurate records in eCW, manage billing notes, and support medical staff in a fast-paced, high-traffic office.

Qualifications

• High school diploma or equivalent.
• Ability to read, write, and speak English with proper grammar.
• Patience, sound judgment, and discretion with confidential information.
• Organization and multitasking skills.
• Experience with computer data entry.
• General knowledge of MS Office.
• Clinic Hours: 8AM-8PM Monday–Friday; 10AM-5PM Saturday; 1PM-5PM Sunday.
• FT: Work a minimum of 30 hours per week, up to 40 or more.
• PT: Work up to a maximum of 30 hours per week.
• Some evenings weekly and about two full weekends per month.

Responsibilities

• Answer incoming calls in a friendly, professional, timely manner.
• Provide accurate information and support to patients, escalating concerns when appropriate.
• Document all patient interactions in the EHR.
• Respond to Phreesia, Podium, and Patient Portal messages promptly.
• Take patient payments when applicable.
• Coordinate scheduling based on provider availability.

Skills

Customer service

Communication

Data entry

MS Office

English proficiency

Education

High school diploma

Tools

eCW EMR

Job description

Searcy, AR 72143

PrimeCARE Patient Support Representative Job Description

Patient Support Representatives are expected to work as an integral part of the PrimeCARE team, helping to provide quality care to our patients in a time-appropriate manner. The following are the responsibilities, requirements, and working conditions of a PrimeCARE Patients Support Representative:

Responsibilities

• Answer incoming calls in a friendly, professional, and timely manner; forward calls or messages to the appropriate recipient.
• Provide accurate information and support to patients, escalating concerns when appropriate.
• Communicate respectfully and consistently with patients, peers, and leadership.
• Respond to Phreesia, Podium, and Patient Portal messages promptly and appropriately, documenting communication in the patient chart when applicable.
• Check and respond to Patient Support emails and department voicemail throughout each business day to ensure timely follow-up and accurate documentation.
• Contact patients for rescheduling needs, follow-up items, missing information, or clarification on requests as assigned.

General Office & Equipment Tasks

• Sort and distribute incoming mail and faxes.
• Operate phones, computers, scanners, printers/copiers, fax machines, and other required office equipment.

Electronic Health Record (EHR) & Documentation

• Collect, verify, and update patient demographics and insurance information when applicable.
• Accurately document all patient interactions, requests, and outcomes in the EHR following department standards.
• Proficiently enter data into eCW (EMR/EHR), ensuring clarity, accuracy, and completeness.
• Access patient health insurance benefits and document balances, insurance benefits, and appropriate copay/deductible/coinsurance amounts in billing notes.
• Manage incoming Phreesia communications such as patient messages, reschedule requests, and electronic forms (when applicable).
• Follow up on unresolved telephone encounters (TEs) or Phreesia/Podium items to ensure timely completion.

Scheduling & Coordination

• Schedule patient appointments according to provider availability and visit-type requirements.
• Take patient payments when applicable.

Administrative Support

• Quality Care outreach
• Medical Records assistance
• Mental Health referral or intake scheduling
• Other overflow tasks as assigned

Set others up for Success

• Anticipate, listen and respond to customer needs in a courteous, tactful, manner
• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Inspire Others: Don’t just bring your best game, bring others’ best games

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Take initiative: Action is better than inaction; see a problem, do something about it – we trust you

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Innovate: Bring ideas, embrace change

• Follow up and provide feedback in a timely and respectful manner
• Demonstrate conservation and responsible use of resources; treat property with respect
• Maintain composure, great attitude, and moral integrity under pressure
• Communicate effectively and work cooperatively with team members, vendors, and patients
• Present a positive image of PCMC through professional appearance and behavior

Other duties as needed or required

Requirements

• High school diploma or equivalent
• Ability to read, write, and speak English according to proper grammar rules
• Patience, sound judgment, and discretion in dealing with confidential information
• Organization and multitasking skills
• Experience with computer data entry
• General knowledge of MS Office
• Clinic Hours: 8AM-8PM Monday – Friday; 10AM-5PM Saturday; 1PM-5PM Sunday
• FT : Work a minimum of 30 hours per week, up to 40 or above, depending on clinic needs.
• PT : Work up to a maximum of 30 hours per week.
• Expect to work some evenings every week (up to three 12-hour shifts) and approximately two full weekends per month .

Preferred

• Knowledge of HER systems
• Experience as a medical receptionist or similar position
• Knowledge of medical terminology, regulations, and medical office procedures

Working Conditions & Physical Requirements

• High-traffic work area, high level of patient and employee interaction
• Quiet to moderate noise levels from electronic/machine, telephone, and vocal noise
• Limited to moderate risk of occupational exposure to blood-borne pathogens and other potentially infectious materials
• Very occasional exposure to moving mechanical parts (i.e., fax machine toner cartridge replacement, etc.)
• Employee will be required to speak to and listen to others
• Employees will be required to process, remember, and comply with changes in processes and protocols with or without warning
• Majority of time may be spent sitting in front of a computer, using hands and fingers to perform job tasks; some reaching is required; many job functions require repetitive motion
• Vision abilities required to perform this job include close vision and peripheral vision
• Employees will rarely be asked to lift anything above 25lbs
• Attendance will be required at staff meetings on a monthly basis outside of regular working hours (generally, early morning)
• Travel may occasionally be required to attend meetings or to cover for teammates at other locations (generally, at other PrimeCARE clinic locations)
• Employees are strongly encouraged to attend non-mandatory company events for marketing and team-building.
• Reasonable accommodations may be made to enable people with disabilities to perform the job's essential functions.

This job has no supervisory responsibilities. Employees in this position will report to the department Manager. Supervision is minimal to moderate and employees are expected to help each other comply with policies and procedures.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, and working conditions associated with the position, but rather a way for the employee to take initiative as part of the PrimeCARE team. All PrimeCARE employees are expected to help his/her co-workers in creating a balanced and servant-hearted working environment.