Zufall Health
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Patient Representative I
role at
Zufall Health .
Description The Patient representative (PR) acts as a greeter to patients entering Zufall Health Center, answers the telephone, completes registration, and conducts intake as needed. The PR directs patients to the appropriate destination, answers questions, explains processes, reviews required documentation, checks eligibility, and supports the mission and vision of the Zufall Health Center.
Essential Functions, Duties and Responsibilities
Consistently adheres to all departmental policies and procedures
Conducts all aspects of job in a professional and ethical manner
Works independently with little or no supervision but uses available resources for problem resolution as indicated by circumstances or need
Completes assignments in a timely and efficient manner
Maintains high level of confidentiality
Works collaboratively with team members to assure the optimal outcomes of care and service
Utilizes departmental resources prudently and appropriately
Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center
Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work‑related issues
Keeps manager or supervisor informed of work‑related issues at all times
Performs additional duties as determined by supervisor
Specific Duties – Interaction with Patients
Greets all visitors to the facility and directs them to their appropriate destination
Greets patients and visitors in a prompt, pleasant, and helpful manner in person and on the telephone
Answers the telephone and makes appointments or responds to inquiries
Ensures that the patient brings all supporting documentation to visit
Reminds patient of appointment time, documentation needed, immunization records for new patient pediatric appointments, and schedules and reschedules appointments
Explains processes and forms to patients as needed
Conducts eligibility checks on insurances
Collects payments from patients, enters the payment in eCW and prints receipts for patient. PR’s are responsible for the money they collect and ensuring that it is locked in the safe or locked drawer at their desk or in supervisor’s office at all times. Keys to drawers are never to be left in the open
Communicates with the medical staff regarding patient’s visits
Assists with printing out requisitions or other forms as needed
As PR’s are in the public areas, they should present themselves always as professional and friendly, and act as a team player in all situations. They are responsible for keeping their personal areas and their surrounding public areas neat and clean and should routinely “straighten up” during the day
Appearance of attire and possessions: PR’s should keep their “scrubs” that they wear in good condition, clean and neat. Only Zufall jackets are to be worn over scrubs. Wearing of personal sweaters or sweatshirts are not allowed. Only white T shirts are allowed under scrubs and clean sneakers are to be worn. No personal clothing or possessions are to be visible at their desk or on the back of the chair. This includes cell phones which should never be taken out, for any reason in an area where patients are allowed, regardless of whether or patients or visitors are present
PR’s are hired as a PR I. They remain at this level during their initial training and after three months of employment are required to take an exam which covers all of the material that is required to perform their duties. It includes but is not limited to customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance and Zufall policies and procedures. Staff will have three opportunities to pass the exam. If they do not pass at their first or second try they will be given additional training. If however, they fail three times, they will be terminated
Communication
Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual
Answers inquiries of patients and public in person or via telephone regarding regulations and services; when necessary, refers inquiries to appropriate person or department
Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position
Requirements
Has knowledge of computer software programs such as Microsoft Word, and electronic medical records
Has excellent customer service skills
Be able to work with very little supervision
Be able to adapt quickly to unanticipated changes in workflow or work process, or frequent changes in insurances rules and coverage changes
Be able to understand, carry out, and remember verbal and written instructions
Bilingual English and Spanish required
Education, Training & Experience
High School diploma required; college credit or additional education in medical field or insurance and billing courses preferred
Possess a current, unrestricted New Jersey operator license issued by the New Jersey Division of Motor Vehicles, or be able to efficiently and effectively use public transportation in order to be able to travel to other sites as needed
Have minimum of 1 year experience in customer service field, and 1 year of experience in collecting money or billing and insurances
Experience in a clinical/ambulatory care setting preferred
Salary $16.00-$18.55 per hour
Seniority Level
Entry level
Employment type
Full-time
Job function
Health Care Provider
Industries
Hospitals and Health Care
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Patient Representative I
role at
Zufall Health .
Description The Patient representative (PR) acts as a greeter to patients entering Zufall Health Center, answers the telephone, completes registration, and conducts intake as needed. The PR directs patients to the appropriate destination, answers questions, explains processes, reviews required documentation, checks eligibility, and supports the mission and vision of the Zufall Health Center.
Essential Functions, Duties and Responsibilities
Consistently adheres to all departmental policies and procedures
Conducts all aspects of job in a professional and ethical manner
Works independently with little or no supervision but uses available resources for problem resolution as indicated by circumstances or need
Completes assignments in a timely and efficient manner
Maintains high level of confidentiality
Works collaboratively with team members to assure the optimal outcomes of care and service
Utilizes departmental resources prudently and appropriately
Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center
Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work‑related issues
Keeps manager or supervisor informed of work‑related issues at all times
Performs additional duties as determined by supervisor
Specific Duties – Interaction with Patients
Greets all visitors to the facility and directs them to their appropriate destination
Greets patients and visitors in a prompt, pleasant, and helpful manner in person and on the telephone
Answers the telephone and makes appointments or responds to inquiries
Ensures that the patient brings all supporting documentation to visit
Reminds patient of appointment time, documentation needed, immunization records for new patient pediatric appointments, and schedules and reschedules appointments
Explains processes and forms to patients as needed
Conducts eligibility checks on insurances
Collects payments from patients, enters the payment in eCW and prints receipts for patient. PR’s are responsible for the money they collect and ensuring that it is locked in the safe or locked drawer at their desk or in supervisor’s office at all times. Keys to drawers are never to be left in the open
Communicates with the medical staff regarding patient’s visits
Assists with printing out requisitions or other forms as needed
As PR’s are in the public areas, they should present themselves always as professional and friendly, and act as a team player in all situations. They are responsible for keeping their personal areas and their surrounding public areas neat and clean and should routinely “straighten up” during the day
Appearance of attire and possessions: PR’s should keep their “scrubs” that they wear in good condition, clean and neat. Only Zufall jackets are to be worn over scrubs. Wearing of personal sweaters or sweatshirts are not allowed. Only white T shirts are allowed under scrubs and clean sneakers are to be worn. No personal clothing or possessions are to be visible at their desk or on the back of the chair. This includes cell phones which should never be taken out, for any reason in an area where patients are allowed, regardless of whether or patients or visitors are present
PR’s are hired as a PR I. They remain at this level during their initial training and after three months of employment are required to take an exam which covers all of the material that is required to perform their duties. It includes but is not limited to customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance and Zufall policies and procedures. Staff will have three opportunities to pass the exam. If they do not pass at their first or second try they will be given additional training. If however, they fail three times, they will be terminated
Communication
Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual
Answers inquiries of patients and public in person or via telephone regarding regulations and services; when necessary, refers inquiries to appropriate person or department
Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position
Requirements
Has knowledge of computer software programs such as Microsoft Word, and electronic medical records
Has excellent customer service skills
Be able to work with very little supervision
Be able to adapt quickly to unanticipated changes in workflow or work process, or frequent changes in insurances rules and coverage changes
Be able to understand, carry out, and remember verbal and written instructions
Bilingual English and Spanish required
Education, Training & Experience
High School diploma required; college credit or additional education in medical field or insurance and billing courses preferred
Possess a current, unrestricted New Jersey operator license issued by the New Jersey Division of Motor Vehicles, or be able to efficiently and effectively use public transportation in order to be able to travel to other sites as needed
Have minimum of 1 year experience in customer service field, and 1 year of experience in collecting money or billing and insurances
Experience in a clinical/ambulatory care setting preferred
Salary $16.00-$18.55 per hour
Seniority Level
Entry level
Employment type
Full-time
Job function
Health Care Provider
Industries
Hospitals and Health Care
#J-18808-Ljbffr