PCR (Patient Care Representative)

About the Role:

Our Patient Care Representative (PCR) plays a critical role in ensuring a positive and efficient experience for patients within our Inpatient Behavioral Hospital in Lutcher. This position serves as the primary point of contact for patients, managing appointment scheduling, patient registration, and insurance verification to facilitate smooth clinical operations. Our PCR acts as a liaison between the community, patients and healthcare providers, addressing inquiries, resolving concerns, and providing clear communication to enhance patient satisfaction. By maintaining accurate patient records and coordinating with various departments, our PCR supports the delivery of high-quality care and operational efficiency. Ultimately, this role contributes significantly to the overall patient experience and the effective functioning of healthcare services.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a healthcare or customer service role, marketing or sales role, preferably in a medical office or hospital setting.
• Basic knowledge of medical terminology and healthcare insurance processes.
• Proficiency with computer systems and electronic health record (EHR) software.
• Strong communication and interpersonal skills.

Preferred Qualifications:

• Associate degree or certification in healthcare administration, sales and marketing. 
• Experience with specific EHR platforms such as Epic, Cerner, or Meditech.
• Bilingual abilities, especially in Spanish or other commonly spoken languages in the United States.
• Familiarity with HIPAA regulations and patient privacy standards.
• Demonstrated ability to handle high-stress situations with professionalism and empathy.

Responsibilities:

• Maintain community relationships for referrals to Lutcher Inpatient Behavioral Hospital. 
• Works closely with our central intake team to collect and verify patient information, including insurance details and medical history, ensuring accuracy and compliance with privacy regulations.
• Answer referral and patient inquiries via phone, email, or in-person, providing clear and compassionate communication.
• Coordinate with clinical and administrative staff to facilitate patient flow and resolve any scheduling or billing issues.
• Maintain and update patient records in electronic health record (EHR) systems with attention to detail and confidentiality.
• Assist with billing processes by collecting co-pays and explaining insurance coverage when necessary.
• Support compliance with healthcare regulations and organizational policies related to patient care and data security.

Skills:

The required skills enable our Patient Care Representative to efficiently manage patient interactions and administrative tasks, ensuring accuracy and professionalism in all communications. Proficiency with EHR software and computer systems is essential for maintaining up-to-date patient records.  Strong interpersonal and communication skills are used daily to provide compassionate support and clear information to patients, fostering trust and satisfaction. Preferred skills such as bilingualism and familiarity with healthcare regulations enhance the ability to serve diverse patient populations and maintain compliance with legal standards. Together, these skills ensure the PCR can navigate complex healthcare environments while delivering exceptional patient care and administrative support.