Patient Engagement Representative

CareSouth•Baton Rouge, LA

6d•Onsite

About The Position

The Patient Engagement Representative provides patients with high quality, efficient, and effective service. They are responsible for accurate and complete patient information input, ensuring a professional and positive patient experience through compassion, empathy, and service with a smile. This role involves understanding and upholding the company's mission and vision, practicing safety culture, and adhering to quality improvement plans.

Requirements

High School Diploma or equivalent.
2 + years of customer service experience.
Must have the ability to learn using Electronic Health Records (medical and dental); must have strong computer skills.
Excellent verbal and written communication skills.
Friendly, welcoming, and compassionate disposition.
Must have exceptional interpersonal communication skills.
Must be able to effectively resolve conflicts.
Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

Nice To Haves

Completion of a Medical Office Administration program is preferred.
1 + years of medical office experience preferred.

Responsibilities

Knowledge and understanding of Employee Handbook.
Carry out the meaning of the CSMD Mission and Vision statements.
Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
Be present and ready for work as scheduled.
Attend in-service trainings, departmental meetings, and community events.
Work cohesively with team members.
Perform other duties as assigned.
Report and travel to other CareSouth facilities to perform duties as assigned or needed.
Greets patients and families in a courteous, welcoming, compassionate and empathetic, and professional manner.
Assisting with paperwork as needed.
Resolving patient issues as appropriate.
Patients are registered, information is verified, and paperwork is completed.
Verifying Insurance: Confirming insurance coverage and entering all insurance information into the EHR.
Conducting household income assessment to calculate sliding fee cost for services.
Coordinating with patients, providers and external healthcare entities to schedule appointments accurately and timely.
Scheduling, confirming, and managing appointments to ensure efficient patient flow.
Coordinating with Call Center team regarding appointment scheduling.
Conferring with customers in person or by telephone to provide information about services, scheduling appointments, and obtaining details of complaints or other information.
Communicating with healthcare providers and staff members as appropriate.
Maintaining accurate, confidential patient records, including demographic information, income information, appointments, insurance information, promissory notes, etc.
Maintaining patient files, filing/scanning patient documentation (identification, household income, insurance verification information, promissory notes, etc.) and preparing reports (day-end financial report) as applicable.
Reviewing e-fax daily and disseminate faxes to appropriate place.
Review provider schedules to ensure accuracy and optimization.
Processing payments, collecting co-pays, fees, deductibles and patient's income information and verifying insurance.
Updating promissory notes.
Keeping the reception and work areas organized and clean.
Protecting patient privacy and maintaining confidentiality of medical information.
Following HIPAA regulations and requirements.
Answering questions, explaining processes and procedures, and providing necessary information to inform the patient/families.
Identifying areas for improvement.
Recommending improvements and conducting chart audits.
Participating and facilitating team huddles.