Patient Care Representative

Job Title:Patient Care Representative

Job Description:The Patient Care Representativeis responsible for scheduling patients for their initial You must provide a world-class customer service experience while executing the intake and scheduling procedure with precision and You will schedule evaluations by phone and via email, gathering all necessary information from the patient while answering their questions about ACCESS

Assigned Responsibilities or Duties:

• Ensure an amazing patient experience through enthusiastic, confident, and professional service with all patients and team
  
• Operate the Central Intake phone system (Five9)
  
• Excellent EMR (Raintree) and Microsoft Office skills are
  
• Ability to multitask, working from multiple screens and reference documents to provide a seamless customer service experience for our
  
• Maintain updated knowledge of the scheduling procedures of all ACCESS PT
  
• Maintain updated knowledge of major insurance plans accepted across all ACCESS PT locations, including worker s compensation and motor vehicle accident
  
• Ability to access necessary resource materials quickly while scheduling a
  
• Must follow all confidentiality requirements of HIPAA Policies and Procedures of ACCESS
  
• Adhere to all HIPAA regulations, maintaining strict confidentiality
  
• Obtains timely certification of plans of cares and appropriate documentation and authorizations necessary for payer and state regulations
  
• Handles patient payment information according to policy, maintains security at all
  
• Brings any compliance concerns to the attention of their supervisor or the compliance committee
  
• Resolve customer service issues that arise with patients and notify supervisor as appropriate
  

• Daily duties include:
  
• • Remain logged in to the Five9 phone queue throughout your scheduled
    
  • Perform accurate & efficient data entry in all systems, paying special attention to phone numbers, email addresses and insurance-related
    
  • Complete Raintree intake form for every patient scheduled, setting up the case and insurance
    
  • Schedule initial
    
  • Collect & log appropriate scheduling data in
    

Outcomes- Productivity:

• Work with the Central Intake Team to maintain high ;
  
• Benchmark key new metrics such as calls answered, time per intake & booking
  
• Achieve call handle times within the range of 10-15 minutes per booked new patient evaluation while meeting all key customer service
  
• Help develop key essential functions of position and keep updated
  
• Follow-up on every new patient who contacts ACCESS through Central
  
• Work to achieve your yearly plan by ensuring weekly booking percentage/ evaluation goals are on
  
• Work with clinical team to help new patients receive care as soon as
  

Knowledge, Skills and Ability Requirements:

Customer Service Skills, Ability to Focus, Problem Solving Skills, Listening & Transcription, Phone/Communication Skills, Resolving Conflict, Grace under Pressure, Analyzing Information, Multi-tasking, Documentation Skills, Organizational Skills, Computer Skills, Professionalism, Strong Attention to Detail, Reliability, Relationship Building Skills, Interpersonal Skills, Ability to Work in a Fast Paced Environment, Time Management ;

Access Physical Therapy & Wellness provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and