Patient Support Center Representative

PrimeCARE•Searcy, AR

1d•Onsite

About The Position

Patient Support Representatives are expected to work as an integral part of the PrimeCARE team, helping to provide quality care to our patients in a time-appropriate manner.

Requirements

High school diploma or equivalent
Excellent customer service skills
Outstanding communication skills
Ability to read, write, and speak English according to proper grammar rules
Patience, sound judgment, and discretion in dealing with confidential information
Organization and multitasking skills
Experience with computer data entry
General knowledge of MS Office

Nice To Haves

Knowledge of HER systems
Experience as a medical receptionist or similar position
Knowledge of medical terminology, regulations, and medical office procedures

Responsibilities

Answer incoming calls in a friendly, professional, and timely manner; forward calls or messages to the appropriate recipient.
Provide accurate information and support to patients, escalating concerns when appropriate.
Communicate respectfully and consistently with patients, peers, and leadership.
Respond to Phreesia, Podium, and Patient Portal messages promptly and appropriately, documenting communication in the patient chart when applicable.
Check and respond to Patient Support emails and department voicemail throughout each business day to ensure timely follow-up and accurate documentation.
Contact patients for rescheduling needs, follow-up items, missing information, or clarification on requests as assigned.
Sort and distribute incoming mail and faxes.
Operate phones, computers, scanners, printers/copiers, fax machines, and other required office equipment.
Collect, verify, and update patient demographics and insurance information when applicable.
Accurately document all patient interactions, requests, and outcomes in the EHR following department standards.
Proficiently enter data into eCW (EMR/EHR), ensuring clarity, accuracy, and completeness.
Access patient health insurance benefits and document balances, insurance benefits, and appropriate copay/deductible/coinsurance amounts in billing notes.
Manage incoming Phreesia communications such as patient messages, reschedule requests, and electronic forms (when applicable).
Follow up on unresolved telephone encounters (TEs) or Phreesia/Podium items to ensure timely completion.
Schedule patient appointments according to provider availability and visit-type requirements.
Take patient payments when applicable.
Provide administrative support during high-volume periods, including: Quality Care outreach, Medical Records assistance, Mental Health referral or intake scheduling, Other overflow tasks as assigned.
Maintain consistent communication with team members regarding unresolved TEs, Phreesia items, Podium messages, or patient follow-up needs.
Proactively communicate with team leads or management when additional help, training, resources, or clarification is needed to complete tasks effectively.
Anticipate, listen and respond to customer needs in a courteous, tactful, manner.
Follow up and provide feedback in a timely and respectful manner.
Demonstrate conservation and responsible use of resources; treat property with respect.
Maintain composure, great attitude, and moral integrity under pressure.
Communicate effectively and work cooperatively with team members, vendors, and patients.
Present a positive image of PCMC through professional appearance and behavior.
Take initiative: Action is better than inaction; see a problem, do something about it – we trust you.
Innovate: Bring ideas, embrace change.
Other duties as needed or required.