Patient Relations Representative(Elk Ridge) - Flagstaff University - Family Medicine

El Rio Health•Flagstaff, AZ

About The Position

The Patient Relations Representative supports Elk Ridge Community Health’s mission to provide comprehensive, quality health care that is affordable and accessible. The role greets and assists patients, monitors the patient portal, maintains accurate patient records, verifies insurance, obtains referral information and related health records, and supports patient check-in, check-out, and appointment scheduling. The representative collects patient payments, prepares deposit slips for the day’s business activity, and explains relevant insurance benefits to patients and family members within HIPAA-compliant parameters. The role also provides administrative support to clinic staff and providers, including processing and scanning documents, managing schedules, handling calls and mail, and supporting insurance follow-ups and referrals. The employee must maintain a clean, safe, and hygienic work environment and comply with applicable Joint Commission Certification standards, organizational policies, and reporting requirements. Reliable transportation is required to accommodate operational reassignments during the workday; a valid driver’s license and compliance with Arizona vehicle insurance requirements are required when driving during work hours.

Requirements

High school diploma or GED.
7–11 months of experience in data processing, clerical/administrative work, or equipment operation.
A current, valid, and good-standing Level I fingerprint clearance card, or application for one within seven working days after beginning employment.
Reliable transportation capable of meeting organizational operational reassignments during the workday.
If driving during work hours, a valid driver’s license and compliance with Arizona vehicle insurance requirements.
Ability to follow verbal and written instructions and maintain timely, consistent communication through company email and related correspondence.

Nice To Haves

Certification in data processing, clerical/administrative work, or equipment operation.
Bilingual English/Spanish ability, including speaking, reading, and writing in both languages.
An equivalent combination of education and experience may be considered if directly related to the job’s functions and responsibilities.

Responsibilities

Greet and check in patients; monitor and respond to the patient portal; verify patient demographics, insurance documents, and referrals; and enter information and updates into the EHR/Practice Management System.
Scan documents daily and follow the current scanning workflow to support quality patient care.
Schedule telehealth appointments, appointments with internal specialties, and patient follow-up appointments.
Answer phones, make appointments, direct calls to appropriate parties, and take messages for providers and clinic staff.
Sort and distribute mail daily and confirm the responsible provider who should receive documents.
Verify the accuracy of open tickets by reviewing billing charges, holds, and unretrieved charges.
Provide backup support for other office positions, including insurance follow-ups and referrals.
Manage details of multiple provider schedules.
Maintain updated knowledge of local and organizational programs, such as SFS.
Complete update forms for clinic staff and patients as needed.
Maintain required employee health immunizations and complete annual trainings.
Follow verbal and written instructions and consistently review, comprehend, and reply to company email and related correspondence.
Collect patients’ financial obligations for services rendered and prepare deposit slips for the current business day’s activities.
Explain pertinent insurance benefits to patients and family members within HIPAA-compliant parameters.
Maintain a clean, safe, and hygienic work environment in compliance with policies and procedures, including requirements for work areas, workstations, examination rooms, hand washing, and infection prevention and control.
Apply and comply with Joint Commission Certification standards and related reporting requirements.