Patient Care Rep (healthcare exp. not required)

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GENERAL JOB SUMMARY: The Patient Care Representative (PCR-A) is an entry level clinical position. At Texas MedClinic, the term “clinical position” is used to refer to non-physician, trained personnel assigned to the clinics. The primary role of the PCR-A is to provide quality patient care and service. After training, the PCR-A is responsible for performing the duties assigned to the position accurately and efficiently with minimal supervision. The PCR-A is expected to strictly adhere to the established practice and safety standards.

 

WORK HOURS: Full-Time: 35 to 40-hour workweek (5 shifts), Monday through Sunday as scheduled. Overtime and Holiday coverage may be required or authorized. Every effort is made to accommodate individuals scheduling needs; however, staff working primarily in the daytime (weekdays) is expected to work evening rotations when scheduled. Following probation, the PCR-A will be scheduled on the Receptionist “on-call” roster. Periodically, full-time staff can expect to be assigned for shift(s) at different locations.

 

EDUCATION AND TRAINING:

  • High school diploma or GED
  • CPR / First Aid Certification due within 30-days of promotion to PCR-A position
  • Completion of TMC Front Office training
  • Strong typing skills (30 wpm accurately)
  • Working knowledge of computers preferredPOSITION ADVANCEMENT:
  • After at least six months in the PCR-A position, a PCR-A may advance to a Patient Care Representative-B (PCR-B) when the following criteria are met:
  • Completion of TMC Back Office Training modules
  • Recommendation of management staff
  • Must not have a Performance Improvement Plan (PIP) in last 12 months
  • Must have a good time and attendance record with no suspensions in last 12 months
  • Must not have written disciplinary action in personnel file in last 12 months

 

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

  • Excellent customer service and interpersonal skills w/patients, clients and staff
  • Strong verbal and written communication skills (in English)
  • Communicate effectively with patients, staff, physicians and other providers (e.g., labs, pharmacies, specialty services) regarding medical care, treatment plans, etc.                        
  • Read, correctly interpret and follow written guidelines/protocols
  • Excellent attention-to-detail and organizational skills
  • Strong deductive reasoning/problem solving skills
  • Able to learn and apply new skills
  • Attend and participate in training and continuing education in-services as scheduled
  • Attend monthly Staff Meetings
  • Work efficiently in a fast-paced environment
  • Work independently with minimal supervision
  • Follow established safety guidelines
  • Maintain in compliance with all Texas MedClinic policiesESSENTIAL JOB FUNCTIONS AND DUTIES:
    1. Smile!
    2. Answer phonesPATIENT CARE REPRESENTATIVE-A (PCR-A)                                                                               Page 2 of 4ESSENTIAL JOB FUNCTIONS AND DUTIES (cont):
    3. FRONT OFFICE PROCEDURES
    4.  
  1. Greets patients promptly
  2. Keeps waiting room and front desk area clean and tidy
  3. Keeps patients informed of unforeseeable delays
  4. Triages medical emergencies
  5. Check-in procedures:
    1. Determines reason for visit
    2. Indicates check-in time on the Patient Information Worksheet (PIW)
    3. Provides patient w/PIW and all other necessary paperwork based on the visit type
    4. Reviews the PIW information for completeness and method of payment
  1. If work related/occupational:
  1. Pulls the Employer Profile (EP)
  2. Obtains driver’s license if applicable
  3. Obtains Treatment Authorization form (TA), checks Authorization Log, fax file, and/or Occmed email account
  4. Verifies visit when required
  1. If private medical insurance:
  1. Provides copy of the Insurance Filing Policy to the patient
  2. Reviews the insurance card and determine if TMC has a contract with the patient’s insurance company (refers to the Insurance Binder)
  3. Applies the Insurance Filing Policy to determine the patient’s financial responsibility at the time of service
  4. Provides patient with the Patient Estimate form
      1. Locates patient’s existing computer account(s) and/or sets up a new account
      2. Inputs new patient demographics and insurance/employer information (when applicable) in the computer or verifies existing entries
      3. Generates chart and indicates reason for visit
      4. Forwards the charts and all other completed forms to the Nurses station
    1. Check-out procedures:
  1. Identifies CPT Codes, fees (other than services coded by the physicians and medical staff) and calculates totals
  2. Inputs charges (CPT codes/verify fees) in patient’s computer account
  3. Identifies ICD-10 codes and proceeds to complete all check-out fields
  4. Reviews payment method
  5. Calculates discounts and identifies co-insurance/co-pay accurately
  6. Collects payment (i.e., Cash, bank card, or check transactions. On checks, indicate Driver’s license # w/exp. date, chart # and stamp for deposit only)
  7. Indicates method of payment and amount collected/to be billed (including check# if applicable) on the chart
  8. Prints receipt if applicable
  9. Schedules follow-up appointments when applicable
  10. Reviews Work Status Report (WSR) including “Return to work” section (full/limited duty) and follow-up appointment date and time with the patient. Gives copy of the WSR to patient
  11. Logs in and out of the computer, turns on/off all reception area equipment
  12. Balances the mid-day and evening books and “Change” cash (Morning books when assigned)
  13. Answer phones:
  1. Smiles and greets the patient
  2. Refers callers to the appropriate person (i.e., MA staff, etc.)
  3. Creates a task in Whiteboard when taking messages from patients in need of Rx refills, pull charts, document requests
  4. Refers callers to the Billing Office in reference to insurance/billing questions
  5. Refers callers to the Client Services Center in reference to OCC and WRI questions
  6. Provides guidance in reference to TMC fees and insurance filing policy 
  7. ESSENTIAL JOB FUNCTIONS AND DUTIES (cont):
  8. PATIENT CARE REPRESENTATIVE-A (PCR-A)                                                                              Page 3 of 4
  9. Obtains verbal requests for services from employers and records in the Authorization Log
  1. Makes Impairment Rating and follow-up appointments following established guidelines
  2. Any other duties as assignedBACK OFFICE PROCEDURES
        1. Obtains chief complaint, brief medical history, vital signs (BP/P/R/T/sp02/Orthostatics)
        2. Follows established documentation guidelines
        3. Emergency procedures:
  1. CPR and First Aid (Up-to-date certification required)
  2. Personal Protective Equipment
  3. 4. Laboratory procedures:
  1. Lab safety
  2. Lab testing:
              1. Rapid Flu
              2. Rapid COVID
              3. Documentation and coding guidelines
  1. Housekeeping:
    1. Biohazard waste disposal
    2. Laundering of contaminated linen
    3. Decontamination of work areas
    4. Documentation guidelines
  2. Any other duties as assigned
  3. Must be punctual and reliable in attendance        CUSTOMER SERVICE SKILLS:
  4.  
  1. Maintains or enhances self-esteem of patients/customers
  2. Listens and responds with empathy to patients/customers
  3. Involve the patients/customers
  4. Gives and receives patients/customers feedback
  5. Acknowledges patients/customers courteously and with full attention
  6. Clarifies patients/customers needs understanding their need before taking action or offering solution
  7. Meets or exceeds patients/customers expectations taking opportunities to do more than is expected
  8. Confirms patients/customers satisfaction by asking them if they received everything they needed or wanted
  9. Handles patient/customer problems by taking action to find solutions to their problemsWORKING CONDITIONS AND RISKS: Work is both inside and outside. Work that is indoors at assigned TMC facilities is under well-lighted, heated and cooled conditions. Also works outdoors for controlled periods of time to facilitate patient care in the parking lot, as assigned. The PCR-A will need to tolerate temperature changes when going in and out of (or to and from) one facility to another. Job hazards are estimated to be minimal (low risk).   Potential risk exists from accidents while using routine office equipment, medical equipment, or from exposure to blood or other potentially infectious bodily fluids. The PCR-A is expected to be safety conscious at all times.PHYSICAL REQUIREMENTS: Tech positions require prolonged standing, walking, sitting, and use of hands and fingers. Repetitive motion consists of extended periods of upper limb movements (arms, hands, and wrists). Good vision, good hearing, and clear speech required. Occasionally be capable of lifting 20-50 pounds of weight.
  10.  
  11.  
  • Wearing protective equipment as needed or required: respirator (must be fitted), gloves, safety glasses/goggles, face shields, gowns, and proper footwear.
  1. Strength Requirements: Medium to heavy work – lifting 20 to 50-pound boxes of patient charts, medical supplies, and positioning patients on tables.
  1. Required body positioning(s): standing and walking on carpet, tile, concrete, dirt, gravel or asphalt surfaces. Must also be able to work at the permanent counter-top work area.
  2. Staff Agility: Must be able to lift objects from one level to another and reach different types of office and medical equipment; must be able to raise the arms above the head. Must be able to bend in order to access patients in their vehicle.

PATIENT CARE REPRESENTATIVE-A (PCR-A)                                                                                 Page 4 of 4

 

PHYSICAL REQUIREMENTS (cont):

  1. Climbing and/or Balancing: Must be able to maintain balance over carpeted, tiled, concrete, dirt, gravel or asphalt surfaces; will occasionally stand on step stool or ladder to obtain objects from cabinets or shelves.
  2. Stooping, Kneeling, Crouching and/or Crawling: Stooping may be required to obtain supplies from low cabinets; squats may be required to lift items from the floor area
  3. Reaching, Handling Fingering, and/or Feeling:
  1. Must be able to reach above the head to obtain supplies from overhead cabinets. Must be able to reach horizontally, up and down to access equipment. Must be able to use a typewriter, calculator, copy machine, and other office and/or medical equipment.
  2. Must be able to work with papers at counter-top height. Hands and arms are extended while working at sign-in desk or counter tops.
    1. Talking and/or Hearing:
      1. Talking – must be able to speak plainly enough for listener to understand conversational tone of voice at 5-foot distance when communicating with co-workers and patients
      2. Hearing – must be able to hear conversational tone of voice at 5-foot distance in the clinic setting while   any equipment is in operation.
  1. Seeing: Must be able to see patients coming in the door or leaving to assess needs and read printed forms and text on a computer or tablet screen.
  2. Working around Fumes/Odors/Chemicals: Job involves working around various chemicals, e.g., fumes from vehicles in the parking lot, and lab tests, etc. Employee must be able to read and utilize the information on a Safety Data Sheet (SDS) to safely and correctly use these chemicals and use necessary personal protective equipment.
  3. Personal Protective Equipment Used:
      1. Gloves, impervious gowns, face shields, and respirators must be worn when coming in contact with blood or other body fluids.
      2. Red “bio-hazard” bags must be used for all trash containing blood or other body fluids.

  4. Sharps containers must be used for disposal of all sharp instruments, e.g., injectable needles, blades, and suture needles.

 

SAFETY PRACTICES/TRAINING:

      1. Employee Training: In-house training will include safety when working around bloodborne pathogens and the handling and storage of chemicals used within the workplace. Training will be provided using personal protective equipment, first aid procedures, spill control and exposure control procedures. Initial and then yearly formal training regarding the HAZCOM program will be given. Updated information will be presented at monthly staff meetings as required.
      2. Written Programs: The written programs for the above training will be presented and kept available within the clinics, in manuals, for reference. Included within these manuals are updated chemical lists, Material Safety Data Sheets, copies of government regulations and laws that apply to the Texas MedClinic workplace.
  1. Material Safety Data Sheet (MSDS): The MSDS gives you detailed information on health risks and safe handling for every chemical you will work with. These are available in the work area.

Warnings Labels: The warning labels list the chemical name, hazardous ingredients, and safety warnings on substances handled. It also lists the chemical manufacturer’s name

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