Silicon Valley Medical Development is recruiting full-time Patient Care Representatives for our El Camino Health Primary Care and Multi-Specialty Care outpatient practices located in Santa Clara County.

The Patient Care Representative (PCR) is the primary point of contact for the practice’s patients. He/she contributes to the overall patient experience and satisfaction. Responsibilities include: answer telephone calls and relay messages, schedule appointments, verify patients’ demographics and insurance information. Additionally, the PCR will review patients’ medical records to assist with patient inquiries, requests for medication refills and coordinate Release of Record requests.

Patient Registration

• Registers patients and updates existing patient accounts in a courteous and professional manner
• Determines if patient has a co-payment or deposit; accepts and records receipt of payment; provides applicable waiver and obtains appropriate signatures; and, when appropriate, scans copy of patient’s photo ID, insurance card and/or waiver
• Handles any system red flags as they are encountered
• Assist patients with registering for MyCare health record system

Call Management

The following activities are performed when assigned to Call Management

• Handles incoming calls, makes appointments, sends task to providers and support staff as needed
• Assures all urgent calls are handled in a timely manner

Communication and Front-Office Procedures

The following activities are expected to be performed in a timely , courteous and professional manner in accordance with service level standards:

• Greet patients and others entering the department
• Schedules new or follow-up appointments
• Responds to requests from patients, family members, physicians and staff

Electronic Medical Record (EMR) Documentation

• Manages EMR in-basket(s), work queues and schedule templates as assigned

Cashiering

• Reconciles cash sheet and cash drawer, completes daily and monthly deposit summaries

All other duties as assigned including department-specific functions and responsibilities

• Contributes to the overall patient experience and satisfaction
• Participates in performance improvement activities
• Performs other duties as assigned
• Adheres to HR, safety, HIPAA and compliance policies, and attendance requirements

Performs work in accordance with established schedules, policies and procedures

Requirements

• High School Diploma or GED
• Minimum 2 years of experience as a Patient Care Representative or in a customer service/guest relations role preferred
• Experience working with an EMR
• Ability to accurately type a minimum of 40 WPM
• Strong verbal and written communications, and active listening skills
• Solid patient/guest relations skills with the ability to communicate in a professional, courteous and efficient manner
• Excellent interpersonal and telephone communications skills
• Legible handwriting
• Basic math skills necessary to collect payments and balance cash drawer
• Excellent attention to detail
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information accurately into the EPIC EMR
• Ability to maintain composure during challenging interpersonal interactions
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted to maintain standard workflow
• Ability to work effectively as a team member who is flexible, cooperative and willing to assist others
• Associates degree preferred
• EPIC EMR experience preferred
• Bilingual skills preferred