Patient Relations Representative (Elk Ridge) - Flagstaff Fourth Street - Family Medicine

JOB PURPOSE: Greet patients; monitor the patient portal; obtain correct or updated patient demographics; and verify insurance. Secure referral information and any related health records, as needed. Check in and check out patients; schedule patient follow up appointments; keep the patient electronic portal updated.

Collect patients' financial obligation for services rendered. Make deposit slips for current business day's activities. Explain pertinent insurance benefits to patients and family-members within HIPAA compliant parameters.

The primary goal of the Elk Ridge Community Health Patient Relations Representative is to support Elk Ridge’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

The following functions and responsibilities will contribute to Elk Ridge Community Health to achieve its KEY RESULTS:

• 1. World Class Experience for staff and patients
• 2. Healthier patients and employees
• 3. Positive Financial Result

Job Functions

• Greets and check-in patients, monitor and respond to the patient portal, verify patient demographics, insurance documents, referrals, and enters data and changes into EHR (Practice Management) System.

• Scans documents daily.

• Schedules Telehealth appointments and other internal specialties as needed.

• Answers phone, makes appointments and follow-up appointments, direct calls to appropriate parties, and takes messages for providers and other clinic staff.

• Sorts and distributes mail on a daily basis.

• Confirms the accuracy of the responsible provider who will receive the documents.

• Follows the most current scanning workflow to ensure quality patient care.

• Verifies accuracy of open tickets by pulling billing charges/holds/unretrieved charges.

• Provides back-up support for other office positions; re: insurance follow-ups and referrals, etc.

• Manages details of multiple provider schedules.

• Maintains updated knowledge of local and organizational programs (example: SFS).

• Completes update forms for clinic staff and patients on an as needed basis.

• Keeps updated on own medical employee health immunizations, annual trainings, as required.

• Follows verbal and written instructions.

• Consistent review, comprehension and reply of company email and related correspondence.

Joint Commission Responsibilities:

• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.

• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Other Duties and Responsibilities:

• In support of the Mission and Vision of Elk Ridge Community Health, will at all times represent themselves as a professional role model of Elk Ridge Community Health serving as a positive informational source for members of the community.

• Supports Elk Ridge Community Health by participating in community events which promote good health, and which contribute to a broader awareness and understanding of Elk Ridge Community Health and the many services provided to the community.

• Participates in all appropriate health care activities related to Elk Ridge Community Health on a local, state, and national level to maintain and enhance Elk Ridge’s image with health agencies, professional associations, and the general public.

• Ensures and supports the cost-effective use of materials, supplies, and equipment by limiting waste of all organizational supplies and resources.

• In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed-off/approved in a timely manner.

• Employees must maintain their skills proficiency with Elk Ridge Community Health operating systems and/or software programs by adapting to changing requirements and successfully learning and demonstrating new skills in response to software, system, and program improvements or upgrades.

• Performs other duties as assigned.

Qualifications

• Minimum Qualifications
• Details
• High School Diploma
• Or G.E.D.
• 7 – 11 months
• In data processing, clerical/administrative, equipment operation
• BLS
• Current certification in Basic Life Support (BLS) for health care providers

Fingerprint Clearance Card

Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Preferred Qualifications

Experience Details

Certification

• In data processing, clerical/administrative, equipment operation
• Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

Transportation

• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Core Competencies:

• Compassionate Communication

• Cultural Competence

• Honor Patient Privacy

• Service Recovery

Supervisory Duties:

• None

Skills and Abilities:

• Effective customer-facing and presentation skills.

• Interact diplomatically and positively with patients and the public in a continuous public contact setting.

• Ability to respond effectively in writing and verbally to internal and external customers.

• Write grammatically correct routing business correspondence such as brief transmittal memoranda

• Proficient with MS Office, including Word, Excel, Power Point, Outlook, and the internet.

• Ability to apply concepts such as fractions. Percentages, ratios, and proportions to practical situations.

• Ability to multi-task and maintain a professional composure in stressful situations.

• Excellent organizational and time-management skills.

• Ability to interact with persons of various social, cultural, economic and educational backgrounds for the purpose of providing exceptional guidance and customer service.

Elk Ridge Community Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.

It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

Elk Ridge Community Health is a Non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.