Patient Service Representative

Position Summary

Outreach Community Health Centers, Inc. is seeking a professional, compassionate, and customer-focused Patient Service Representative to support the daily operations of our health center.

Under the direction of the Patient Services Representative Supervisor, the Patient Service Representative serves as an important point of contact for patients and visitors and provides essential administrative and front-desk support. Responsibilities include greeting and assisting patients, registration, appointment scheduling, telephone coverage, insurance verification, referrals, payment collection, and maintaining accurate patient information.

The ideal candidate will demonstrate excellent customer service, strong attention to detail, professionalism, and the ability to work effectively in a fast-paced healthcare environment.

Essential Duties and Responsibilities

Responsibilities include, but are not limited to:

• Greet patients and visitors and direct them to the appropriate person or destination.
• Assist patients with special needs and provide support as appropriate.
• Answer incoming telephone calls, respond to inquiries, direct calls to appropriate personnel, and accurately document messages.
• Provide registration and financial forms and ensure required information is completed accurately.
• Register new and established patients in accordance with established protocols.
• Verify, update, and maintain accurate patient demographic information.
• Accurately enter confidential health, demographic, financial, and insurance information into the appropriate computerized systems.
• Verify insurance eligibility and update effective and termination dates as necessary.
• Schedule patient appointments according to established scheduling protocols.
• Provide appointment reminders and assist patients with scheduling needs.
• Obtain insurance pre-certification or authorization when required.
• Process patient referrals and other administrative requests according to established procedures.
• Collect patient payments and reconcile daily cash receipts.
• Maintain strict patient confidentiality and comply with organizational policies and applicable privacy requirements.
• Provide exceptional customer service and treat patients, medical staff, coworkers, and visitors with courtesy, professionalism, and discretion.
• Receive, sort, and distribute incoming mail and correspondence to the appropriate individual, department, or file.
• Assist medical providers and clinical staff with clerical and administrative tasks.
• Attend staff meetings, required trainings, and safety/OSHA education sessions.
• Cross-train with other clinic positions as appropriate to support operational needs.
• Follow all organizational policies, procedures, safety requirements, and work rules.
• Maintain departmental housekeeping and organizational standards.
• Complete special projects and other duties as assigned.

Minimum Qualifications

To be considered for this position, candidates must meet the following requirements:

• High school diploma or GED required; some college coursework preferred.
• Six (6) to twelve (12) months of related experience in a fast-paced customer service environment, preferably in a healthcare setting.
• Healthcare experience preferred.
• Insurance verification experience strongly preferred.
• Experience with Epic preferred.
• Knowledge of medical terminology preferred.
• Bilingual proficiency strongly preferred.
• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Ability to establish and maintain effective working relationships with patients, medical staff, coworkers, and the public.
• Ability to maintain confidentiality and handle sensitive patient information with professionalism and discretion.

Vaccination Requirement

Outreach Community Health Centers requires employees in certain departments to be fully vaccinated against COVID-19, MMR, Varicella, and Influenza, in accordance with organizational policies and applicable requirements.