Patient Care Representative - Vision (PCR-V)

ROLE: This individual ensures efficient patient flow and excellent customer service; provides clients with needed information regarding appointments and ensures prompt collection of fees at the time of service.

DUTIES:

• Schedule and confirm appointments. Schedule clinic visits by procedure according to the established schedule for each provider.
• Accurately register each patient in the EMR, using a thorough interview technique.
• Assure all patients demographic and insurance information is current and complete for billing.
• Help train new employees.
• At least 24 hours prior to patient appointment, ensure pre-visit process is followed.
• Verify insurance information prior to visit and upon registration/check-in; identify opportunities when a patient may benefit from meeting with enabling services (Patient Advocate); must also assure charge sheet information is complete before turning over to billing clerk.
• Greet patients and update registration information at time of visit; assist new patients, when necessary, in completing registration forms.
• Obtain patient consent for treatment. Ensure all compliance requirements are met. Assist patients with EMR access when applicable.
• Answer the telephone during clinic hours, provide information and/or take messages as appropriate.
• Obtain patient signature on any ABN’s as needed for product/ services not covered by insurance.
• Perform cash collections at time of service, consistent with financial counseling procedures, SCHS’s credit and collection policy and any other financial directives. Utilize software for payment and receipt. Handle money competently and securely.
• Assist in starting sliding fee applications.
• Assist patients with billing questions to the best of your knowledge and direct any additional questions to the billing department.
• Complete assigned daily duties in a timely manner.
• Assist with other duties and responsibilities as assigned.
• Record patient interactions into EMR.
• Ensure that the front office, optical and waiting areas are kept clean and orderly.
• Assist with faxes and phone calls as requested by providers.
• Maintain full understanding and follow SCHS and applicable HIPAA regulations. Maintain constant awareness of patient confidentiality in all scenarios. Uphold and conform to all regulations without exception.
• Serve and participate as requested in staff meetings, continuous quality improvement, and other process development opportunities within the organization.
• Collect payment for glasses and contacts according to SCHS policy.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Confidence, professional judgment, and grace under pressure.
• Works well both independently and as part of a team.
• Exceptional customer service and communication skills.
• Flexibility--nimble in response to an evolving workload.
• Ability to exhibit good rapport with clients of varying ethnic backgrounds and socio-economic status.
• Ability to work in a fast-paced environment and manage multiple tasks without feeling overwhelmed.
• Excellent time management and organizational skills.
• Attention to detail.
• Commitment to the SCHS mission and staff values.

MINIMUM QUALIFICATIONS:

• Good computer skills.

• Experience in scheduling clinical appointments preferred.
• Epic software experience preferred.
• Bilingual (English/Spanish or Somali) speaking is preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This position operates in a professional optical clinic environment. The role routinely uses standard office equipment. Physical demands include:

• Maintain a stationary position for extended periods while performing essential job duties.
• Must be able to operate typical office equipment such as computers, fax machines, copiers, and telephones.
• Requires effective verbal and written communication skills to interact with team members, clients, or patients and to complete necessary documentation.
• Occasional movement throughout the clinic, including moving between different areas to perform essential duties.
• Handle packages weighing 5 lbs. or less daily and rarely may need to adjust furnishings.
• Rarely position oneself to retrieve items or perform certain tasks.
• Rare exposure to cleaning products and eyeglass cleaning products.
• Rarely ascend or descend stairs to retrieve items from basement storage.

Reasonable accommodations can be made for qualified individuals with disabilities to enable them to perform the essential functions of the role.