Patient Representative – Matthews

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Overview:
Charlotte Eye Ear Nose & Throat Associates (CEENTA) is looking to add several Patient Representatives to our practice. We have positions available at several of our locations. We are currently offering a $500 sign-on bonus for qualified Patient Representatives who join our practice. We look forward to speaking with you soon.

The Patient Representatives in our clinics are the first point of contact for patients as they arrive for their appointments. We are looking for individuals who embody our company’s core values to provide quality patient experiences at CEENTA.

This position will greet patients as they arrive for their appointments at our Matthews, NC office.

Essential functions:
• Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
• Schedule/Reschedule/Cancel patient appointments in the EHR system
• Operate a multi-line telephone system
• Greet patients upon arrival to clinic
• Complete patient check-in & check-out processes
• Collect patient balances, copays, and coinsurances
• Educate patients on demand statements and payment plans
• Maintain applicable workqueues in the EHR system
• Maintain appearance of lobby and patient common areas
• Demonstrate predictable, reliable, and prompt attendance
• Demonstrate compliance with the Employer’s policies and procedures, including work rules and emergency action plans

Core competencies:
• Customer Service – The Patient Representative (Front Desk) if often the first contact a patient has with CEENTA and must therefore demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns
• Effective Communication– The Patient Representative (Front Desk) must communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. They should be able to listen effectively and express themselves in a clear and articulate manner
• Information Collection & Management – The Patient Representative (Front Desk) must be able to collect, organize, and monitor data accurately and efficiently This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA)
• Multi-Tasking & Adaptability – The Patient Representative (Front Desk) must be able to multi-task and adjust their approach to meet changing demands and stressful situations to maintain clinic flow while simultaneously addressing patient needs
• Personal & Professional Ethics – The Patient Representative (Front Desk) must have integrity and honesty as this position is patient-facing. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required

Work environment:
The Patient Representative (Front Desk) functions in a busy eye, ear, nose and throat clinic. This role may be exposed to contagious or infectious diseases and therefore may be required to wear personal protective equipment at times. This role routinely uses standard medical office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Education and experience:
High school degree or GED and a minimum of 1 year of related work history, preferably in a medical office environment.

Accountability:
Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

The Patient Representative directly impacts CEENTA’s ability to achieve its mission as they play an integral role in patient care delivery, providing administrative and clinical support to the Providers.

Physical and mental demands:
The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical demands:
Occasionally assists with moving or positioning wheel-chair bound patients, clinical equipment, and office supplies up to 300 pounds
Frequently required to stand; walk; sit in front of a computer; type; perform repetitive mouse clicks; use hands to finger, handle or feel; and reach with hands and arms to assist patients and/or providers/staff

Mental demands:
• Ability to problem solve
• Ability to work under pressure
• Ability to make quick decisions
• Ability to thrive in a fast-paced environment
• Ability to use discretion and sensitivity