Patient Representative at Rochester Regional Health – MASSENA, New York

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.