Patient Engagement Representative

CareSouth•Baton Rouge, LA

11d

About The Position

The Patient Engagement Representative provides patients with high-quality, efficient, and effective service and ensures accurate and complete patient information for the patient and clinic. The role is expected to interact with compassion and empathy, maintain a friendly and professional manner, and actively create a positive patient experience. The representative performs front-office, scheduling, documentation, financial, and patient-support duties while following applicable laws, regulations, policies, and procedures. The position may require travel to satellite offices to provide staff relief.

Requirements

High school diploma or equivalent.
Ability to learn and use electronic health records.
Strong computer skills.
Excellent verbal and written communication skills.
Friendly and compassionate disposition.
Exceptional interpersonal communication skills.
Ability to effectively resolve conflicts.
Perform all job responsibilities in full compliance with applicable laws, rules, regulations, policies, and procedures.

Nice To Haves

Completion of a Medical Office Administration program.
At least one year of medical office experience.

Responsibilities

Understand and follow the Employee Handbook and carry out the CSMD Mission and Vision statements.
Practice a culture of safety by following the Risk Management and Infection Control Plan.
Follow the Quality Improvement Plan and CareSouth Quality Management Plan to support compliance, quality, and patient outcomes.
Be present and ready to work as scheduled; attend in-service trainings, departmental meetings, and community events.
Work cohesively with team members.
Greet patients, families, and providers in a courteous, friendly, and professional manner.
Use the electronic medical record to enter patient demographic and insurance information accurately and comprehensively.
Provide information about services in person or by telephone; take or enter appointments and cancellations; and obtain details of complaints.
Scan patients’ identification, household income information, and insurance verification information into the computer.
Investigate and attempt to resolve patient issues, escalating unresolved issues to the appropriate person with suitable urgency.
Take and record patient temperatures at the front entrance and ask required screening questions.
Maintain a friendly and upbeat tone when interacting with patients, coworkers, and external entities.
Explain promissory notes accurately, scan and document them, and update them at patient follow-up visits.
Maintain accurate, confidential records of patient interactions and transactions, including inquiries, complaints, and comments.
Coordinate with the Call Center regarding appointment scheduling and other patient needs.
Conduct household income assessments to calculate sliding-fee-scale costs for services.
Recommend service improvements to reduce or prevent future problems.
Review the e-fax daily and route faxes to the appropriate destination.
Review provider schedules for accuracy and optimization.
Schedule and reschedule appointments and verify insurance for new and established patients.
Accept payments and co-payments, balance sales transaction batches daily, and complete the day-end financial report.
Travel to satellite offices as needed to provide staff relief.
Perform other duties as assigned.