Patient Care Representative- Multiple PCC Locations

## Description

**PCC Community Wellness Center is seeking compassionate, mission-driven Patient Care Representatives to support access to high-quality care across our Chicago and near-west suburban health centers. PCRs play a key role in creating a welcoming, patient-centered experience by providing exceptional front-desk, scheduling, and administrative support to patients, providers, and care teams. Float PCRs will work across multiple PCC locations—including Austin, ARC, Steinmetz, Salud, West Town/Boulevard, Lake Street, Melrose Park, Berwyn (PCC South), and West Suburban Hospital sites—based on staffing needs.**

**Shifts may range between 8:00 AM and 8:00 PM depending on site needs, with occasional Saturday coverage required.**

**Job Summary:**

Responsible for the operations of the reception area, registering and scheduling of patients, collecting co-pays and money charged for services rendered and handling all patient inquiries.

**Essential Duties & Responsibilities:**

• Greets all patients, staff, visitors, and vendors in a professional and welcoming manner.
• Schedules appointments to track billing slips to ensure charge capture occurs.
• Prepares for day, reviews *Eligibility and Phone* report, prepares any new patient charts and/or paperwork at patient presentation.
• Performs registration in clinic setting and via telephone to ensure demographic and insurance information is accurate and complete.
• Obtains copies of insurance cards, driver’s license, authorizations, and referrals and scan or enter them into electronic health record.
• Ensures all requirements and fields noted on the Check-In and Check-Out page are satisfied and complete.
• Collects co-payments and outstanding balances at Check-In, and time of service balances and estimated balances at Check-Out according to policy.
• Reviews and complies with Patient Account Notes and Appointment Notes in electronic health record.
• Refers patients to Financial Counselors regarding past due balances, questions and/or resolution that PCRs are unable to answer.
• Processes claim creations in electronic health record at Check-Out.
• Submits appropriate claims for Real Time Adjudication
• Works “*Day End Review*” report and designated Tier-based HOLD Claim Worklist(s) daily.
• Accepts accountability for all Worklists on the dashboard or elsewhere based on assignment.
• Answers the telephone directing calls to appropriate areas or takes messages and relays them to the appropriate staff member as necessary.
• Informs patient of privacy policies and procedures.
• Informs patients of delays in physician schedules, assists with patient comfort while delayed.
• Schedules follow-up appointments, creates appointment ticklers in electronic health record, and works associated Worklists relative to both based on assignment.
• Creates a Time-of-Service batch and links it to a deposit batch daily.
• Reconciles, balances, and closes each batch /drawer at end of day.
• Turns over batches to the designated resource daily.
• Covers for other staff in reception, including other office locations.
• Processes all releases for medical information ensuring appropriate consents are completed, adhering to PCC’s HIPAA and privacy guidelines.
• Drive continual quality improvement through participation in organizational quality improvement efforts that may include but are not limited to patient satisfaction, clinical and operational quality improvement initiatives.
• Maintains a neat and orderly work area.
• Performs other duties as assigned

## Qualifications

Experience/Training

• High school diploma or equivalent
• 1 - 2 years EMR experience in medical setting preferred
• Constantly communicates with patients, families, and other healthcare providers. Must be able to exchange accurate information in these situations.
• Proficient in MS Office Business Applications to include Outlook, Word, PowerPoint, and Excel.

**Physical Demands:**

• Must be able to remain in a stationary position 50% of the time.
• Must be able to move around the clinic site 50% of the time.
• Constantly operates a computer, computer printer, copy machine, and telephone.
• Occasionally positions self to maintain exertion of physical strength to move objects of 10 pounds from one level to another.
• Must be able to transport from one site to another.
• Must be able to cover other shifts as necessary.

**Other Skills**

• Ability to read and write proficiently using the English language.
• Constantly communicates with other healthcare providers. Must be able to exchange accurate information in these situations.
• Follow-through, assume responsibility and use good judgment.
• Maintain professionalism under stressful situations.
• Self-motivated and directed with the ability to prioritize and work efficiently under pressure.
• Ability to understand and follow verbal and written communication.
• Detail oriented with the ability to work with minimal/no supervision.
• Willingness to be part of a team-unit and cooperate in the accomplishment of departmental goals and objectives.
• Effective and creative problem solving.