Patient Representative - Full Time with Optional Remote Work Arrangement in Business Office - 3147

Join Our Team: Patient Representative - Full Time with Optional Remote Work Arrangement

Be part of a supportive and forward-thinking team at Wilmington Health, a leading multi-specialty medical practice in Southeastern North Carolina! We are seeking a highly skilled and compassionate Patient Representative to join our team on a full-time basis, with the option to work remotely from our Business Office location (3147). This is an immediate hiring opportunity, and we encourage you to apply if you are passionate about delivering exceptional patient experiences and supporting our mission to provide high-quality care to our community.

About Wilmington Health

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington and all of Southeastern North Carolina. As a multi-specialty medical practice, we integrate primary care providers into our system, enabling us to provide comprehensive and coordinated care to our patients. We prioritize collaborative, evidence-based medicine to deliver the highest quality of care, and we are dedicated to using the latest medical advancements to improve patient outcomes.

Purpose and Key Responsibilities

As a Patient Representative, you will play a vital role in our clinical areas, providing front office support and ensuring seamless patient experiences. Your key responsibilities will include:

• Greeting, acknowledging, and providing closure to all customer needs in a professional and efficient manner
• Maintaining effective communication and interacting appropriately and professionally with all members of the healthcare team
• Checking patients in and out, managing samples, notes, forms, scripts, directing patients, and triage sheets
• Scheduling, coordinating, and rescheduling patient appointments, including office, outpatient procedures, hospitals, and other medical facilities
• Answering incoming calls and taking necessary action
• Maintaining provider schedules as directed by the manager
• Maintaining physician on-call schedules for the department
• Keeping logs as required by the Manager
• Attending department and other meetings as required by the Manager (including training and re-education)
• Managing inventory of office supplies and ordering as needed
• Opening and sorting mail
• Directing patients to contact the Central Business Office for additional billing inquiries
• Assisting the Manager with other duties deemed necessary to achieve efficiency and a cohesive working environment

Essential and Preferred Qualifications

To be successful in this role, you will need:

Required Qualifications:

• High School Diploma or GED Equivalent
• Full COVID-19 vaccination is required as a condition of employment for all positions with Wilmington Health. Documentation is required prior to orientation.

Preferred Qualifications:

• Experience in Medical Office Administration
• BLS/CPR Certification

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

General Competencies:

• Customer Service: Providing exceptional patient experiences and resolving customer concerns
• Professionalism/Integrity/Responsibility: Demonstrating a strong work ethic, integrity, and accountability
• Teamwork/Lean Process Improvement: Collaborating with colleagues to drive process improvements and enhance patient care
• Game Changer/Initiative: Proactively identifying opportunities for improvement and implementing changes
• Dependability/Punctuality: Demonstrating reliability and punctuality in daily work
• Interpersonal Relationships/Communication: Building strong relationships with patients, families, and healthcare teams
• Judgment/Decision Making/Problem Solving: Making sound judgments and decisions in a fast-paced environment
• Quality/Quantity: Prioritizing quality and productivity in daily work
• Safety/Housekeeping: Maintaining a safe and organized work environment
• Organizational Skills/Time Management: Effectively managing multiple tasks and priorities

Department-Specific Competencies:

• Follows reception process for all check-in duties
• Follows appointment preparation process for all scheduled appointments, including eligibility verification, referral/authorization/managed care processes
• Follows process for all demographic data entry
• Follows appointment process for scheduling, including system reports (cancel/reschedule), Live Chat, and appointment request mailbox
• Follows check-out processes for appointments, referrals, tasking, communications, managed care, and failsafe
• Follows insurance process for all insurance data
• Follows cashier process for collections, retail sales, and batching
• Follows patient financial counselor process for billing inquiries and concerns
• Follows all processes for reconciliation of internal communications
• Follows HIPAA guidelines

Work Environment and Company Culture

At Wilmington Health, we prioritize creating a supportive and inclusive work environment that values diversity, equity, and inclusion. Our team is committed to:

• Providing equal opportunities to all applicants and employees
• Treating everyone with respect and dignity, regardless of race, age, sex, religion, national origin, citizenship, marital status, veteran's status, sexual preference, disability, genetic information, or any other class protected under state or federal law

Physical Demands

The physical demands of this role are:

• Standing: Position Dependent
• Sitting: Continuously
• Walking: Position Dependent
• Kneeling/Crouching: Rarely
• Lifting: Rarely

Compensation and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary reflecting our commitment to attracting top talent
• Optional remote work arrangement
• Opportunities for professional growth and development
• Comprehensive benefits package

Career Growth Opportunities and Learning Benefits

At Wilmington Health, we prioritize employee development and growth. As a Patient Representative, you will have access to:

• Ongoing training and education
• Opportunities for advancement and career growth
• Professional development programs

Why Join Our Team?

If you are passionate about delivering exceptional patient experiences, supporting our mission, and working in a dynamic and supportive team environment, we encourage you to apply for this exciting opportunity. As a Patient Representative, you will play a vital role in our clinical areas, ensuring seamless patient experiences and supporting our commitment to high-quality care.

Don't miss this chance to join our team and make a meaningful impact in the lives of our patients and community! Apply now and take the first step towards a rewarding new role.