CCI Health & Wellness Services
  • 20-Jul-2018 to 20-Oct-2018 (EST)
  • Silver Spring, MD, USA
  • Full Time

Senior Patient Representative - Job Description

CCI Health and Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience. Through integrated teams in a learning environment, we deliver high-quality, affordable care to every patient during all stages of life.

Key Functions & Responsibilities

  • Leads and trains Patient Representatives in their daily job responsibilities to assure efficient patient care
  • Provides excellent customer service skills both to co-workers and patients
  • Answers the telephone promptly, identifies him/herself and the center, refers calls to the appropriate area, and identifies and refers urgent calls correctly. Accurately communicates phone messages as needed
  • Makes and assists in scheduling return appointments, confirming the patient's demographics and updates it in the computer system as necessary
  • Registers patients. Calls patients to remind them of scheduled visits per center routine
  • Checks in patients as they enter the center, identifies in the system whether they are a "Arrived", "No-Show", "Walk-In", or a "Cancellation"
  • Notifies appropriate personnel of patient's arrival (per center routine) and secures patients medical record for use by Medical Assistant
  • Monitors status of reception areas, updating appointment status by end of day, alerting clinical staff of unusually long patient waiting times or obtaining assistance of any unusual situations including patient conflicts
  • Performs other clerical support functions; scanning, scheduling and documentation of appointments or referrals, completes medical records release forms. Prints provider schedule the day before.
  • Review the schedule the day before to better prepare needed registration updates to ask from the patient, such as HIPAA, Consent to Treatment, MCHATS, ASQ, patient profiles and any other paperwork as needed 
  • Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers and outside contacts
  • Work with various programs such as dental, family planning, behavioral health and follow the policies and procedures, workflows and/or guidelines
  • Process billing and collections
  • Deliver any patient care instructions


  • Minimum High School diploma; preferably an AA or BS degree
  • Must have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience in order to perform office routines and clerical support functions
  • Customer service required
  • Computer skills required


  • Prefer bilingual
  • Must possess excellent communication and interpersonal skills in order to greet patients and visitors in person or over the phone, and to direct them accordingly
  • Ability to maintain a high standard of customer service and observance of corporation protocol in a hectic and sometimes hostile situation
  • Ability to read and write in order to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed
  • Must have strong interpersonal and training skills
  • Must be a role model by exemplifying Standard of Behaviors
  • Must have strong monitoring skills & leadership skills to be able to give direction in a team spirit
  • Requires years of experience as a Patient Representative
CCI Health & Wellness Services
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