Patient Representative - Canton and Potsdam Urgent Care Clinics (Per Diem)

Job Title: Patient Representative  

Department: Urgent Care 

Location: Potsdam and Canton Urgent Care locations 

Hours Per Week: As needed (Per Diem)

Schedule: 12 Hour shifts, 8 am to 8 pm

SUMMARY:   

Utilize electronic medical record (EMR) modules and other office equipment to perform all clerical tasks in an efficient and timely manner. Works in collaboration with physicians (MD, DO), Physician Assistants (PA), Certified Nurse Midwife (CNM), and Nurse Practitioner (NP). 

RESPONSIBILITIES:   

Patient Care Management 

• Performs and adheres to all standards and processes related to clerical activities within the medical practice, including scheduling, patient phone communication, scanning, record preparation, and collection of payments

• Possesses working knowledge of patient accounts to assist with questions regarding clinical charges and basic insurance benefits. 

• Accurately documents and supports documentation of patient encounter information in the electronic medical record (EMR) or other appropriate formats

• Maintains open, clear communication and collaboration with the PPM management team, CPH, physicians, providers, and support staff

• Provides direct support to providers as needed throughout the workday

• Ensures all patient encounters—whether in-person, electronic, telephonic, or otherwise—are professional, timely, and accurate

• Participates in patient and caregiver education as directed by providers

• Manages incoming and outgoing referrals both within CPH and with external entities

​

Team & Communication 

• Collaborates with providers to maintain accurate patient schedules and accommodate adjustments based on provider needs. 

• Maintains high-level communication that exceeds expectations in every encounter. 

• Participates in educational opportunities provided by CPH. 

Financial Responsibilities 

• Controls practice expenses through efficient use of medical and clerical supplies. 

• Manages collection of payments, cash drawer balancing, and resolution of any discrepancies. 

Regulatory Compliance 

• Collaborates with the St. Lawrence Health System management team to ensure compliance with accreditation standards, including Det Norske Veritas (DNV). 

• Maintains knowledge of applicable federal (CMS), state, and organizational healthcare regulations and policies. 

• Accesses appropriate compliance resources and collaborates with leadership to resolve issues and ensure quality patient care and customer service. 

• Adheres to all organizational policies, procedures, protocols, and guidelines. 

Process Improvement & Development 

• Works with management to resolve clerical issues and identify opportunities for workflow and performance improvements 

Other Responsibilities 

• Participates in ad hoc projects as assigned. 

• Collaborates with the management team to address operational issues and ensure high-quality patient care. 

• Integrates the CPH mission and core values into daily responsibilities. 

• Partners with CPH and PPM departments as needed.