Patient Representative - Jacksonville - Full Time

care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

Purpose:

To provide front office support in clinical areas.

Essential Duties/Responsibilities:

As applicable for your department:
• Greets, acknowledges and provides closure to all customer needs in a professional and efficient manner
• Maintains effective communication and interacts appropriately and professionally with all members of health care team
• Checks patients in and out following standard operating processes to include management of samples, notes, forms, scripts, directing patients, and triage sheets
• Schedules, coordinates and reschedules all patient appointments (includes office, outpatient procedures, hospitals, and other medical facilities)
• Answers incoming calls and takes necessary action
• Maintains provider schedules as directed by manager
• Maintains physician on-call schedule for department
• Keeps logs as required by Manager
• Attends department and other meetings as required by Manager (including training and re- education)
• Maintains inventory of office supplies and orders as needed
• Opens and sorts mail
• Directs patients to contact Central Business Office for additional billing inquiries
• Assists Manager with other duties deemed necessary to achieve efficiency and a cohesive working environment

Other Duties:
• As assigned by Manager

QUALIFICATIONS

Required:
• High School Diploma or GED Equivalent

Preferred:
• Experience in Medical Office Administration
• BLS/CPR Certified

ADA Physical Demands:

Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day) Position Dependent (prn)

Physical Demand

Required?

Frequency

Standing

Position Dependent

Sitting

Continuously

Walking

Position Dependent

Kneeling/Crouching

Rarely

Lifting

Rarely

Patient Representative Competencies

General
• Customer Service
• Professionalism/Integrity/Responsibility
• Teamwork/Lean Process Improvement
• Game Changer/Initiative
• Dependability/Punctuality
• Interpersonal Relationships/Communication
• Judgment/Decision Making/Problem Solving
• Quality/Quantity
• Safety/Housekeeping
• Organizational Skills/Time Management

Department Specific
• Follows reception process for all check in duties.
• Follows appointment preparation process for all scheduled appointments including eligibility verification, referral/authorization/managed care processes.
• Follows process for all demographic data entry.
• Follows appointment process for scheduling to include system reports (cancel/reschedule), Live Chat, and appointment request mailbox.
• Follow check out processes for appointments, referrals, tasking, communications, managed care and failsafe.
• Follows insurance process for all insurance data.
• Follows cashier process for collections, retail sales, and batching.
• Follows patient financial counselor process for billing inquiries and concerns.
• Follows all processes for reconciliation of internal communications.
• Follows HIPAA guidelines.