HCA, Hospital Corporation of America Patient Rep Urgent Care in Highlands Ranch, Colorado


_Customer Service_ * Treats guests, patients, physicians and other employees with compassion and respect * Greets and welcomes patients as they enter. * Promotes a caring, friendly atmosphere focusing on the patient * Participates in and supports methods of measuring patient satisfaction * Answer phone calls * Ensure lobby is maintained * Handles faxes and requests for information

_Training and Education_ * Participates in mock codes, fire and disaster drills * Follows all federal, state, and local laws and statutes * Follows OSHA, infection control, hand hygiene, and safety guidelines * Reads and implements all policy changes, memos, weekly updates (/Rep Rap/) and other communications * Attends all meetings and classes * Scores 95% or better on monthly audit and CME tests

_Patient Representative Skills/Procedures_ * Completes lobby checks every 60 minutes and as needed * Monitors Open sign and TV/DVD programming and volume * Triages patients –pages nurse or doctor per policy * Ensures Insurance Cards/Driver License are returned to patient immediately * Follows all cash management procedures * Monitors patient flow; patients are checked in within a timely manner, attains callback number for patients when wait time is extended * Ensures patients are informed of progress in the clinic when appropriate and uses hand off scripts * Reviews all patient paperwork to ensure completeness * Ensures all Web Check In procedures are followed * Ensures the patient is checked and enters and or updates Demographic and Insurance information * Verifies insurance appropriately; ensures appropriate authorization obtained for all occupational patients * Reviews, follows and Company Preference Cards, notifies sales regarding updates is needed * Ensures benefits and patient responsibility explained by having each patient sign a payment notification form * Enters charges and collects appropriately from each patient * Completes Daily Practice Reconciliation (DPR) after each shift. Ensures all Credit Card, E-Check slips, copies of Paper Checks/Money Orders/Travelers Checks, Zero Charge and Discount Log included * Ensures all pertinent information is forwarded to Home Office in correct folders; ensuring folders are separate from DPR. * Ensures HIPAA regulations are being followed and that forms are compliant at all times * Responds to insurance and attorney requests for medical records promptly, sending all requests to the billing office medical request department for final handling * Daily responsibilities: Billing Office requests, mail, scanning, and faxes completed before end of shift * Help with Calls for the back office daily * Maintains professional and proper phone etiquette * Handle Request for information from the referral service, specialist office or occupational accounts in a timely manner.

_Equipment and Maintenance_ * Maintains all equipment in good working condition * Reports broken equipment to the manager as soon as possible * Reports power outages immediately * Reports system problems in a timely manner. * Comes to work with name badge, and other needed supplies/equipment * Ensure the lobby restroom is in good working order and is clean and stocked with needed supplies. Reports issues to manager as needed.

_Interpersonal Relations_ * Treats guests, patients, physicians and other employees with compassion and respect * Presents a positive image of CareNow * Participates in welcoming and training of new employees * Responds quickly and appropriately to all requests * Focuses on the future, does not dwell on past difficulties * Maintains strict confidentiality and preserves the dignity of others

_Communication_ * Asks for, provides and welcomes feedback from others with an Optimistic attitude * Promptly and appropriately talks about problems with employees involved in a Courteous and respectful manner * Listens carefully * Seeks opportunities to compliment fellow coworkers * Helps build a positive work environment.

_Teamwork_ * Works cooperatively within own department and with other areas * Helps fellow patient reps to complete duties before leaving for the day * Willingly takes extra duties and lends a helping hand to improve work environment * Maintains and promotes an Optimistic attitude at all times * Willing to trade shifts with co-workers when needed and as available. * Willing to come in early or stay late if asked. * Willing to help out at another location when needed.

_Scheduling_ * Responsible and reliable to work scheduled shifts as assigned * Participates in mandatory weekend on call rotation (once implemented) * Follows policy regarding inability to work a scheduled shift. * Reports to work promptly - 5 minutes before start of shift * Willing to work days, nights and weekends * Willing to be scheduled at surrounding clinics when needed.

_Continuous Quality Improvement_ * Continuously looks for and suggests ways to improve * Uses past experiences, feedback and audits as a learning tool and modifies performance accordingly * Responsible to carry out assignments in a capable and confident manner * Uses resources to resolve external and internal customer concerns in a timely and efficient manner * Accepts change with a positive attitude.


High school graduate or equivalent. Basic knowledge of computers Knowledge of general office machines Skilled in patient relations Effective communication skills Maintains required certifications

Title: Patient Rep Urgent Care

Location: Colorado-Highlands Ranch-HealthOne CareNow-Countyline

Requisition ID: 24941-532