Patient Care Specialist (Internal Medicine)

Boice-Willis•Rocky Mount, NC

14h

About The Position

The Patient Care Specialist supports the daily operations of an internal medicine practice by assisting patients at reception, managing calls and appointments, maintaining accurate electronic health record and patient account information, and processing payments and related documentation. The role requires professional, timely communication with patients, providers, coworkers, and the public, along with coordination across departments and consistent adherence to practice protocols, OSHA guidelines, and HIPAA policies. The specialist also handles appointment and task workflows, provides basic assistance with insurance and billing questions, supports accurate charge and receipt processing, and helps maintain the physician’s schedule and the assigned work area. Other duties may be assigned.

Requirements

High school diploma or GED.
Ability to perform multiple tasks simultaneously and maintain a consistent workflow in a busy environment.
Strong written and oral communication skills.
Analytical ability to assess problems and independently determine appropriate responses and actions.
Ability to work with multiple departments.
Strong organizational skills.
Strong customer service skills.
Ability to maintain a cash drawer and prepare daily deposits.
Knowledge of and/or experience with computer systems, including keyboarding, computer basics, and word processing.

Nice To Haves

Associate degree in Medical Office Systems preferred.
Medical office experience preferred.

Responsibilities

Interact with patients, providers, coworkers, and the public in a pleasant and professional manner.
Assist patients at reception with check-in and check-out.
Answer incoming calls using a multiline phone system, assess callers’ needs, and act or direct them appropriately.
Prepare accurate messages in the EMR and route them promptly to the appropriate staff.
Schedule, reschedule, and cancel appointments according to physician protocol, documenting the reason and notifying patients of schedule changes.
Enter new-patient data and review relevant sticky notes during check-in.
Contact pediatric patients who are behind on well-child exams or immunizations and alert patients to overdue immunizations at check-in.
Enforce appointment policies professionally and consistently.
Monitor the EHR for task requests, prioritize tasks, and complete assigned tasks efficiently and accurately.
Assist patients with insurance and billing questions and direct them to patient service representatives as appropriate.
Maintain knowledge of participating insurance plans and related protocols.
Verify and update patients’ demographic, ethnic, and insurance information; assist with forms as needed.
Provide patients with visit summaries at check-out and ask whether they need anything else, such as a school or work excuse.
Keep the physician’s daily schedule updated with arrived, canceled, bumped, and no-show patients.
Explain payment expectations under the BWC financial policy when appointments are made.
Prepare and mail forms to patients before appointments according to physician protocol.
Collect and accurately calculate time-of-service payments in accordance with the insurance carrier and BWC credit policy.
Process discounts according to BWC procedures and submit them for processing promptly.
Prepare daily charge and receipt summaries, deposits, and required accompanying reports accurately and on time.
Review encounter forms, billing notes, and charges or accounts for accurate patient account, insurance, CPT, and ICD-9 information; alert the physician promptly if codes are inaccurate.
Post charges and receipts according to procedure, including copayments, deductibles, and other payments.
Prepare reconciliation reports, resolve unreconciled appointments in the assigned area, and account for tickets as requested by the Manager.
Maintain a low error ratio for charge-keying denials, error corrections or re-filings, edits, inaccurate deposits, and unreconciled appointments.
Maintain an accurate cash drawer.
Coordinate pharmaceutical representative visits with nurses and physicians.
Schedule laboratory and imaging appointments, recording the ordering physician, test, and diagnosis according to BWC procedure.
Maintain area and telephone coverage, coordinating breaks and lunches with other staff in assigned areas.
Complete paperwork, tasks, and reports by established deadlines.
Follow BWC protocols and procedures, OSHA guidelines, and HIPAA policies.
Perform other duties as assigned.