Patient Care Representative

LifeWay MD, Inc. is seeking a compassionate, detail-oriented, and highly professional Patient Care Representative (PCR) to serve as a vital link between patients and the clinical care team. The Patient Care Representative is often the first and most consistent point of contact for patients and plays a critical role in creating a welcoming, respectful, and supportive healthcare experience.

This position combines front-desk operations, patient coordination, administrative support, and customer service within a medical practice environment. The ideal candidate is empathetic, organized, culturally competent, and committed to providing exceptional service to a diverse patient population. A strong understanding of confidentiality, professionalism, and patient advocacy is essential.

Key Responsibilities

Patient Engagement and Front Desk Operations

• Greet patients and visitors warmly and professionally, both in person and over the phone.
• Create a welcoming and inclusive environment that reflects LifeWay MD's commitment to respectful, patient-centered care.
• Answer incoming calls promptly, route calls appropriately, and respond to general inquiries with accuracy and professionalism.
• Schedule, confirm, reschedule, and cancel patient appointments while optimizing provider schedules.
• Provide clear instructions to patients regarding appointment preparation, required documentation, and office policies.
• Manage patient flow in the reception area to minimize wait times and support efficient clinic operations.

Patient Registration and Intake

• Accurately register new patients and update demographic, insurance, and contact information for returning patients.
• Verify patient identity, insurance coverage, and eligibility at each visit.
• Obtain and review required forms, consents, and authorizations in compliance with practice policies.
• Ensure patient records are complete, accurate, and entered correctly into the electronic health record (EHR) system.
• Communicate patient concerns or special needs to appropriate clinical staff as needed.

Insurance Verification and Administrative Support

• Verify insurance benefits, coverage, and referral requirements prior to appointments.
• Explain insurance-related information to patients in a clear and respectful manner.
• Collect co-payments, deductibles, and outstanding balances at check-in or check-out, following established procedures.
• Assist patients with basic billing questions and coordinate with billing staff when issues require escalation.
• Maintain accurate documentation of payments, insurance information, and patient communications.

Patient Communication and Care Coordination

• Serve as a liaison between patients and clinical staff to support smooth communication.
• Relay messages, appointment updates, and non-clinical information accurately and promptly.
• Follow up with patients regarding missed appointments, test scheduling, or documentation requests as directed.
• Assist with coordination of referrals, lab appointments, and follow-up visits when assigned.
• Support continuity of care by ensuring patients receive timely information and guidance.

Confidentiality and Compliance

• Maintain strict confidentiality of patient information in compliance with HIPAA and all applicable privacy regulations.
• Handle sensitive health information with discretion, professionalism, and empathy.
• Follow all LifeWay MD policies, procedures, and ethical standards.
• Report any concerns related to patient safety, privacy, or compliance to appropriate leadership.

Records Management and Data Accuracy

• Maintain organized, accurate, and up-to-date patient records in both electronic and paper formats as applicable.
• Ensure timely scanning, filing, and retrieval of medical and administrative documents.
• Identify and correct data discrepancies or errors in patient records.
• Support record retention and documentation standards required by regulatory agencies.

Team Collaboration and Office Support

• Work collaboratively with providers, nurses, medical assistants, and administrative staff to ensure high-quality patient care.
• Assist with general office duties such as organizing front-desk materials, maintaining a clean reception area, and restocking forms.
• Participate in staff meetings, training sessions, and workflow improvement initiatives.
• Provide coverage or support for other front-office functions as needed.

Patient Experience and Service Excellence

• Demonstrate empathy, patience, and professionalism when assisting patients with concerns or complaints.
• De-escalate tense situations respectfully and seek assistance when appropriate.
• Advocate for patients by ensuring they understand processes, expectations, and next steps.
• Contribute to a positive patient experience that aligns with LifeWay MD's mission and values.

Required Qualifications

• High school diploma or equivalent required.
• Previous experience in a medical office, healthcare setting, or customer service role preferred.
• Strong interpersonal and communication skills, both verbal and written.
• Ability to interact with patients from diverse backgrounds with sensitivity and respect.
• Basic computer proficiency, including experience with scheduling systems or EHRs.
• Strong organizational skills and attention to detail.
• Ability to multitask and work efficiently in a fast-paced clinical environment.
• Commitment to maintaining patient confidentiality and professional boundaries.

Preferred Qualifications

• Experience working as a Patient Care Representative, Medical Receptionist, or similar role.
• Familiarity with insurance verification, billing basics, and healthcare terminology.
• Experience working in primary care, specialty care, or community-focused medical practices.
• Knowledge of HIPAA regulations and healthcare compliance standards.
• Bilingual abilities are a plus, depending on patient population needs.

Skills and Competencies

• Patient-centered customer service
• Empathy and emotional intelligence
• Organization and time management
• Professional communication
• Accuracy and attention to detail
• Cultural competence and inclusivity
• Problem-solving and adaptability
• Teamwork and collaboration

Work Environment and Physical Requirements

The Patient Care Representative works primarily in a medical office or clinic environment. This role requires prolonged periods of sitting and computer use, as well as regular interaction with patients and staff. Occasional standing, walking, lifting of light office materials, and multitasking during busy clinic hours are expected.

Why Join LifeWay MD, Inc.

LifeWay MD, Inc. is dedicated to providing comprehensive, compassionate healthcare in an inclusive and respectful environment. The Patient Care Representative is a valued member of the care team and plays a key role in shaping the patient experience from the moment they contact the practice. This position offers the opportunity to contribute meaningfully to patient care while developing valuable skills in healthcare administration and patient coordination.

Job Types: Full-time, Part-time

Pay: $ $26.06 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Continuing education credits
• Dental insurance
• Flexible schedule
• Flexible spending