Patient Representative

Job Title: Patient Representative
Department: Phys Rehab
Location: 269 Andrews Street Massena NY
Hours Per Week: Per Diem, as needed
Schedule: Variable 7am - 5pm, Monday-Friday

Summary:

Utilize electronic medical record (EMR) modules and other office equipment to perform all clerical tasks in an efficient and timely manner. Works in collaboration with physicians (MD, DO), Physician Assistants (PA), Certified Nurse Midwife (CNM), and Nurse Practitioner (NP).

1. Patient care Management - Responsible for performance of and adhering to all standards and processes established for the requirements of clerical activities within the medical practice. Including, but not limited to, scheduling, all activities of telephone contact with patients, scanning, record preparation, collection of monies, etc. Must have knowledge of patient accounts necessary to be able to assist patients with questions regarding clinical charges and basic insurance benefits.
   Documents and assists in documentation of all essential patient encounter information in the electronic medical record (EMR), or other means as appropriate. Provide open and clear communication and collaboration with PPM management team, and CPH to the physicians, other providers, and support staff. Provides direct support to providers as needed throughout the work day.
   Assures that all patient encounters, whether in person, electronically, telephonic, via other communication links is achieved in a professional, timely and accurate manner.
   Participates in patient and/or caregiver education as requested by providers.
   Appropriately manages incoming and outgoing referrals within CPH and with external entities.

2. People - Works with all providers in maintenance of patient schedules for regular office visits. Accommodate adjustments to schedules based on provider’s needs
   Maintains a level of communication that exceeds the person’s expectations in every encounter.
   Participated in educational offerings as provided by CPH from time to time.

3. Financial - Effectively controls practice expenses through efficient use of medical and clerical supplies. Responsible for the collection of monies, cash drawer balancing, and resolution of any cash drawer discrepancies.

4. Regulatory - Works with St. Lawrence Health System management team to comply with all established standards required under the accreditation standards of Det Norske Veritas (DNV). Is knowledgeable of state and federal healthcare standards, as appropriate. Accesses appropriate resources through the PPM management team regarding DNV standards, federal (CMS), State of New York statutes, rules and regulations under all applicable federal and state, departments and acts collaboratively with leadership team. Resolves problems and ensures compliance with office standards of quality patient care and customer service. Adheres to organizational policies and procedures, protocols, guidelines, etc.

5. Development - Works with St. Lawrence Health System management team to resolve clerical issues (processes, performance, etc.) to identify opportunities for improvement.

6. Other - Participates in ad hoc projects, as assigned.
   Collaborate with St. Lawrence Health System management team to address daily operational issues and solve problems to comply with the delivery of quality patient care.
   Integrates CPH mission and core values within the sites.
   Works in collaboration with CPH and PPM departments as warranted.

PREFERRED QUALIFICATIONS:

• Registration front desk experience

UNION:

CSEA (MH)

Note: Not all per diem roles are union eligible

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

Sedentary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$19.08 - $27.99

The posted pay range is a good faith representation of potential base pay for this position. It may be modified in the future and eligible for additional pay components. Individual annual salaries/hourly rates could vary based on position details and FTE. Pay is determined by considering factors including, but not limited to, experience, relevant qualifications, specialty, internal equity, locations, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.