Rural Health Group – Healthcare That Fits Your Family
Rural Health Group, Inc. provides quality primary care services without regard for a patient's ability to pay and serves as a community resource for eliminating health disparities. We are a non-profit, federally qualified health center dedicated to serving everyone in our community with exceptional medical, dental, behavioral health, pharmacy, health education, nutrition, WIC, women's health and case management services.
Patient Accounts Specialist
This full-time position will be based out of our Henderson, North Carolina family medical office. General office hours are Monday-Friday 7:45 - 5:00 but will vary based on the needs of the organization.
In order to qualify for this position, you must genuinely like and care about people, be kind and compassionate as well as supremely professional, organized and courteous to both patients and staff. You must have excellent skills as a communicator and as a collaborator, and be willing to adapt to circumstances as they change. This position serves as the first point of contact between patients and the facility. The individual we seek would preferably have thorough knowledge of the complexities involved in a family practice office.
The Patient Account Specialist enthusiastically greets and directs patients using courtesy, presentation, communication and safety to receive patients, families and visitors into the office. This individual will assist with the registration of incoming patients in a prompt manner to avoid delays in arrival time and to ensure a swift check-in process. This position is in part responsible for revenue; they are responsible for verifying insurance coverage and making changes as necessary, collecting patient portions, and scheduling appointments to meet the providers minimum productivity numbers.
They will assist in assuring that the lobby and front desk area is always clean, neat, orderly, and welcoming. They will manage the lobby to ensure that patients are being seen for their appointments in a timely manner. They will answer phone calls in a courteous and respectful way, addressing all needs of the caller and transferring calls as appropriate. All duties and responsibilities will be performed in a manner consistent with Rural Health Group's mission, values, guiding principles, and standards.
We prefer to hire individuals who have excellent verbal and written communication skills, organizational skills, and the ability to handle multiple tasks.
Responsibilities:
- Greets patients, visitors, etc. in a friendly, professional manner.
- Promptly answers, screens, and processes telephone inquiries in a friendly, professional manner.
- Provides information on Rural Health Group's programs, policies, and procedures.
- Collects, enters and updates patient demographic information into the EMR system. Documentation is to be concise, thorough, and accurate.
- Completes the registration process of all incoming patients.
- Refers patients to the nursing staff for triage and medical advice.
- Responds to urgent/emergent calls and refer to nursing staff until resolution.
- Schedule appointments per provider guidelines and handle cancelations.
- Make reminder calls for next-day appointments informing patients to bring any necessary items, including co-payments and medications.
- Communicate with patients about requirements for next visit such as paying outstanding balances.
- Explain clinic regulations such as hours, payment of accounts and schedule of charges.
- Reduce barriers by improving linkages to services.
- Participates in internal and external educational opportunities relevant to the front desk or customer service environment. Attends or reviews 100% of team meetings annually.
- Responds to irate callers and individuals in person in a professional manner.
- Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for other offices for unexpected absences, events, etc.
- Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
- Other duties and special projects that are assigned.
Service Delivery Expectations:
- Customer service oriented.
- Team player.
- Meets the expectations of our internal and external customers in providing excellent service.
- Demonstrates positive customer relationship skills with all in-person and telephone encounters.
- Seeks and supports changes in work flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
- Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
- Promotes sense of pride in your work and positive interpersonal relations among all team members.
- Exhibits commitment to effective problem solving techniques when issues arise.
- Continuously acts to maintain a safe, clean, healthy, and professional work environment consistent with Rural Health Group's professional patient service, vision, values, and endeavors.
- Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
Core Competencies:
Successful candidate must demonstrate the Rural Health Group Core Competencies, which include:
- Good Judgment
- Communication/Customer Service/Teamwork
- Passion
- Honesty
- Responsibility
- Job-Specific Skill Set
Requirements:
- Experience/training in outpatient medical office setting is required
- Associate/Bachelor's Degree in related field is strongly preferred
- Must have basic understanding of medical terms and abbreviations
- Experience with electronic health record a plus.
- High school diploma or GED required
- Ability to multi-task and work efficiently in a potentially stressful environment
- Ability to apply common sense understanding when carrying out detailed written or oral instructions
- Ability to establish and maintain positive, effective, professional relationships with patients, providers, coworkers, and superiors
- Excellent verbal and written communication skills
- Able to maintain patient respect and dignity while displaying maturity, empathy, ethics, and professionalism
- Able to work independently; excellent teamwork skills
- Possess knowledge of modern office equipment, Microsoft Office software programs, medical practice management systems (scheduling, registration and charge entry), and basic computer skills (including the ability to type)
- Must be able to quickly learn to use eClinicalWorks electronic health record system
- Physical Demands: Must be able to sit for long periods of time
- Bilingual (English/Spanish) is a plus, but not required; applicants who may serve in a translating capacity will be required to take a language assessment
EOE. Federal and State Criminal Background Checks and Drug Screen required for all positions. Influenza vaccine is a condition of employment.
E-Verify Notice: After accepting employment new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States.
