At Carolina Pines Regional Medical Center, we recognize that our patients deserve qualified, engaged, and competent healthcare professionals. And we know that our employees deserve a working environment that is safe, leaders who are visible and supportive, and opportunities to grow and develop. We have a positive, hopeful, and resilient leadership team that is solely focused on taking care of the heart of Carolina Pines – the people who work here. If you feel that your skills and compassion fit with our vision for person-centered care and evidence-based practice, and you would like to belong to a hospital family that only the best are invited to join, we invite you to apply today.

The New Patient Intake Representative position is responsible for scheduling and interacting with patients via telephone, face to face, email, and performs a range of duties which includes gathering required information in preparation for the patient’s on-site appointment.

ESSENTIAL FUNCTIONS- PRINCIPLES, DUTIES, AND RESPONSIBILITIES

• Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone.

• Handles all incoming telephone calls from patients, makes appointments in Athena, and answers general questions and inquiries.

• Uses Athena computer system to refer to existing patient information or set up new patients in

Athena. Provides the patient with available timeslots to ensure full use of the physician timeslots.

• Maintains registration flow by efficiently moving patients through the process and readying them for

clinical staff using Athena’s scheduling and EMR systems.

• Communicates all add-ons, delays, cancellations, and “no-shows” to clinic staff and makes note in the patient’s chart the date, time, and reason for any appointment cancellations/changes.

• Interacts with patients by answering questions, providing information, and keeping the Reception/Call Center area in order.

• Responsible for input of very detailed information on the patient using a variety of computer screens.

After completion of the call and input of the patient information, representative checks records

verifying the details entered and adds any additional notes that may be necessary.

• Explains all current fees and patient financial responsibility and informs patient of payment required

for existing balances due at or before next appointment.

• Provides information to callers on practice policies and procedures such as what is required following

physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).

• Schedules to ensure efficient patient flow based on predetermined appointment availability.

• Secures patient information and maintains patient confidentiality by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential.

• Follows up with patients when they are a no show for an appointment and may make calls to patients

asking if they were satisfied with the service they received.

• Maintains general filing system and files appropriate correspondence electronically or manually.

• Receives, directs, and relays telephone and fax messages.

• Responds to calls efficiently. Does not put time saving before quality of service.

• Maintain inventories of supplies and provides a list of what is needed to the Team Leader.

• Must be able to cover Call Center desk as needed.

• Performs other general administrative tasks as directed by team lead.

• New Patients will be directed to the New Patient Intake Representative with appropriate documentation completed and notification in Athena.

• Provider response obtained by New Patient Intake Representative and communicated to new patient.

• New Patient Intake Representative reaches out to new patients within 24-48 hours to provide paper work to complete prior to visit (may provide in person, mail, via fax or secure email); complete medical records request for records to be transferred to CPMG provider.

• Once practice paperwork received, New Patient Intake Representative reaches out to new patient and schedules appointment.

Minimum Education:

• High school diploma or GED required.

• Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.

• Knowledge of multi-line phone system.

• Proficient in computers and relevant software applications and practice management technology including electronic recordkeeping.

• Knowledge of customer service principles and practices.

• Demonstrated initiative and strong organizational skills.

• Exceptional interpersonal communication skills with a positive tone.

• Ability to work independently on assigned tasks as well as to accept direction on given assignments.

• Deals with confidential information and/or issues using discretion and judgment.

Minimum Work Experience:

• 1-3 years of clinical involvement required.

Preferred Experience:

• Prior Call Center experience in a medical office.

• Experience with electronic scheduling system and electronic medical records (EMR).