Patient Representative

PURPOSE

Under the direction of the Revenue Cycle Director the Patient Representative serves as a liaison between patients, healthcare providers, and administrative staff, ensuring a positive patient experience. They assist patients with scheduling appointments, resolving concerns, explaining healthcare policies, and managing billing or insurance inquiries, coordinating, presenting, and promoting outreach, education, enrollment, and retention services for a variety of healthcare and nutrition programs; and assisting patients with discount and insurance programs. This position requires extensive individual contact with patients at our health centers.

ESSENTIAL FUNCTIONS

· Greet and assist patients in person or over the phone.

· Schedule, confirm, and reschedule patient appointments.

· Collect and verify patient information, insurance details, and co-pays.

· Educate patients about their rights, healthcare procedures, and policies.

· Address patient concerns and complaints, ensuring timely resolution.

· Facilitate communication between patients and medical staff.

· Assist with insurance claims, billing issues, and financial assistance programs.

· Maintain accurate and confidential patient records.

· Follow HIPAA regulations and hospital/clinic policies.

· Conduct one-on-one screenings and assist consumers with benefits coordination to determine eligibility for programs such as, but not limited to DSCHC's Sliding Fee Discount Program, AHCCCS Programs, and Marketplace Insurance.

· Review and process applications and upload supporting documents into NextGen/QSI. Outreach inquiries of individuals and families to elicit information to verify and/or support application. Clarifies incomplete or unclear information/documentation. Explains rules, regulations, procedures, and responsibilities to individuals and families. Informs applicant of additional documentation needed, where appropriate. Contacts collateral sources as needed to confirm information.

· Verify & update patient demographics and insurance information and input changes into the electronic medical records.

· Requests documentation from clients to recertify for eligibility programs, as mandated by program rules and ensures timely issuance of benefits.

· Educates consumers, community members, and co-workers on programs, including Medicare, program updates, and eligibility requirements.

· Provide community resource referrals, as needed.

· Organizes and develops an electronic system for records and case files for the eligibility programs and participates in audits, as requested.

· Comply with all program related, department, and health center regulations and safety standards.

· Provides excellent customer service and teamwork; answering phones and routing calls, as appropriate, to correct department.

· Greet and check-in patients.

· Collect co-pays/fees and payments for services provided.

· Maintains/balances cash box daily; create and close batches.

· Attend meetings as requested

· Other duties as assigned

MINIMUM QUALIFICATIONS

· Excellent customer service skills

· Strong time management and organizational skills, including the ability to multi-task and pay attention to detail

· Strong communication skills, verbal and written

· Strong computer skills

· Translation/bilingual (Spanish) preferred

· Equivalence of a high school education.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

Air-conditioned office, considerable work on desktop computer, frequent interruptions in routine, considerable sitting required. Some infrequent travel required.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person