Patient Representative

Rochester Regional Health

2d•$19 - $28•Onsite

About The Position

The Patient Representative works in the Phys Rehab department at 269 Andrews Street, Massena, NY, and uses electronic medical record (EMR) modules and other office equipment to complete clerical tasks efficiently and on time. The role collaborates with physicians, physician assistants, certified nurse midwives, nurse practitioners, and other clinical and administrative teams. The schedule is variable between 7 a.m. and 5 p.m., Monday through Friday, as needed on a per-diem basis. The position supports patient care through scheduling, patient telephone communications, scanning, record preparation, payment collection, encounter documentation, referrals, and direct provider support. The representative helps patients with questions about clinical charges and basic insurance benefits, communicates professionally and promptly across in-person and electronic channels, and participates in patient or caregiver education when requested by providers. The role also supports practice operations by maintaining and adjusting provider schedules, controlling supply expenses, balancing the cash drawer, complying with applicable accreditation and healthcare standards, addressing operational and clerical issues, and participating in assigned projects. It works collaboratively with St. Lawrence Health System, CPH, and PPM teams to support quality patient care and integrate CPH’s mission and core values.

Nice To Haves

Registration front desk experience.

Responsibilities

Perform clerical activities for the medical practice, including scheduling, telephone contact with patients, scanning, record preparation, and collection of monies.
Assist patients with questions about clinical charges and basic insurance benefits.
Document, or assist in documenting, essential patient encounter information in the EMR or by other appropriate means.
Communicate and collaborate with the PPM management team, CPH, physicians, providers, and support staff.
Provide direct support to providers as needed throughout the workday.
Handle all patient encounters professionally, accurately, and in a timely manner, whether in person, electronically, by telephone, or through other communication links.
Participate in patient and caregiver education when requested by providers.
Manage incoming and outgoing referrals within CPH and with external entities.
Maintain patient schedules with providers and accommodate schedule changes based on provider needs.
Maintain communication that exceeds the person’s expectations in every encounter.
Participate in educational offerings provided by CPH.
Use medical and clerical supplies efficiently to control practice expenses.
Collect payments, balance the cash drawer, and resolve cash drawer discrepancies.
Work with St. Lawrence Health System management to comply with DNV accreditation standards and applicable state and federal healthcare requirements.
Access appropriate resources regarding DNV standards, federal CMS requirements, and New York State statutes, rules, and regulations, and collaborate with the leadership team.
Resolve problems and ensure compliance with office standards for quality patient care and customer service, as well as organizational policies, procedures, protocols, and guidelines.
Work with St. Lawrence Health System management to resolve clerical issues and identify improvement opportunities.
Participate in assigned ad hoc projects and collaborate with management to address daily operational issues and support quality patient care.
Integrate CPH’s mission and core values and collaborate with CPH and PPM departments as warranted.