Patient Engagement Representative

CareSouth•Baton Rouge, LA

13d

About The Position

The Patient Engagement Representative provides patients with high-quality, efficient, and effective service. The role supplies patients and the clinic with accurate and complete information, and creates a professional, positive patient experience through compassion, empathy, and friendly service. The representative supports patient check-in and scheduling, maintains patient information and records, handles payments and financial documentation, and coordinates with clinic staff and the Call Center. 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 and strong computer skills.
Excellent verbal and written communication skills.
Friendly and compassionate disposition.
Exceptional interpersonal communication skills.
Ability to effectively resolve conflicts.
Perform job responsibilities in compliance with applicable laws, rules, regulations, policies, and procedures.

Nice To Haves

Completion of a Medical Office Administration program.
One or more years of medical office experience.

Responsibilities

Understand and follow the Employee Handbook and carry out the CSMD Mission and Vision statements.
Promote safety by following the Risk Management and Infection Control Plan, and support quality and patient outcomes by adhering to the Quality Improvement Plan and CareSouth's Quality Management Plan.
Be present and ready for work as scheduled; attend in-service trainings, departmental meetings, and community events; and work cohesively with team members.
Greet patients, families, and providers in a courteous, friendly, and professional manner, maintaining a positive tone with patients, coworkers, and external parties.
Use the electronic medical record to enter patient demographic and insurance information accurately and comprehensively.
Provide information about services in person or by telephone; schedule appointments and cancellations; and gather details about complaints.
Scan patient identification, household income information, and insurance verification information into the computer.
Investigate and attempt to resolve patient issues, escalating unresolved matters to the appropriate person with suitable urgency.
Take and record patient temperatures at the front entrance and ask required screening questions.
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 on 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 or 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.