Physicians East, P.A.
  • Operations - PSS
  • Greenville, NC, USA
  • Hourly
  • Full Time

Medical, Dental, Vision, 401k, PTO and more

GENERAL SUMMARY OF DUTIES:Welcomes new patients to the practice, gathers appropriate insurance and demographic information and explains the Physicians East billing practices and how it relates specifically to their insurance filing.  Prepares and make financial arrangements on accounts with patients.  Educates patient on insurance coverage, assistance programs and prior approval for clinical items.  Investigate, resolve, document and report organization-specific patient and visitor complaints  and concerns to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to Physicians East, PA.  Maintains patient rights by educating patients; responding to patient and patient family complaints; resolving patient issues; reporting unresolved issues.  

SUPERVISION RECEIVED:  Reports to Operations Manager.


TYPICAL PHYSICAL DEMANDS: Requires sitting for long periods of time.  Working in office environment.  Some bending and stretching required.  Working under stress and use of telephone required.  Manual dexterity required for use of calculator and computer keyboard.

TYPICAL WORKING CONDITIONS: One on one contact with patients regarding assistance programs, insurance concerns and other patient requests.  Exposure to money and responsible for balancing receipts, including currency received daily.  Requires accuracy and punctuality.


  • An Associate Degree in a medical/ medical billing or business field of study is preferred.  In some cases, other appropriate education and professional training in a health care profession or knowledge of insurance and processing claims may be substituted provided the individual possesses the required knowledge, skills and abilities. The ability to interact effectively with physicians, employees and patients is paramount. 

  • Three years of relevant experience in a health care environment.

  • Notary Public Preferred.

  • Medical Terminology, Working knowledge of medical insurance claim processing and managed care insurance experience. 

  • Must have a strong sense of team commitment, which includes meeting deadlines, punctuality and excellent follow-through and feedback.

  • Must display a high level of confidentiality, integrity and initiative.

  • Ability to form positive and collaborative relationships with peers and physicians at all levels within the company.

  • Must possess exceptional interpersonal communication skills and have the ability to create a favorable impression for the organization to all staff, patients and the public.  

  • Excellent analytical skills, including analysis, planning, organizing, and troubleshooting.

  • Proficient in Windows-based operating software/systems.

  • Ability to work with minimal supervision.

  • Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues. 

  • Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.

  • Must be able to address difficult, awkward situations with tact and diplomacy.

  • Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.

  • Must be informed regulatory healthcare representatives for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members, and staff.


GENERAL DUTIES: (This list may not include all of the duties assigned.)

  • Facilitate resolution of complaints/grievances/requests for Patients & Visitors for assigned Clinical area(s).
  • Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.
  • Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service segment of the balanced scorecard on assigned CSU.
  • Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture.
  • Documents complaints by listening to patient and patient family complaints; documenting details; determining what resolution is sought.
  • Maintains patient and family confidence by keeping complaint information confidential.
  • Assist in contacting patient's insurance company and verifying coverage.
  • Educates patient on insurance coverage, any personal financial responsibilities.
  • Provide required forms, claims or any documentation to ensure payment is received.
  • Responsible for having patient sign a financial agreement prior to any treatment plan and take initial payment made in person. 
  • Provide patients with printouts of accounts or HCFA forms for private insurance needs.
  • Responsible for checking patient's accounts periodically for changes that may make them eligible for assistance programs or to ensure Foundation and patients are upholding their financial obligation.
  • Responsible for maintaining daily productivity reports for review.
  • Other duties as assigned by Operations Manager or applicable staff.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.


Physicians East, P.A.
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