Patient Service Representative

Patient Service Representative

The Patient Service Rep is an integral part of the Primary Care team. This position will welcome all customers entering the Health Care Center, making sure all enrollment documentation and verification of insurance coverage is accurately completed and documented. The Patient Service Representative assists providers and patients with scheduling of follow up appointments and consultations and facilitates the smooth running and welcoming atmosphere in the waiting room. Patient Services Representative is expected to deliver outstanding customer service for all our patients and internal/external customers while providing efficient and effective daily operation of the clinic front office:

Compensation Range: $18/hr - $19/hr commensurate with experience

Benefits: We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and textbooks.

Responsibilities:

• Performs professional, efficient and accurate scheduling of patient appointments.
• Responsible for greeting patients as they enter the clinic including registering and checking in patients.
• Assist patients with registrations process with professionalism and accuracy.
• Customer Satisfaction: Understands the needs of our customers, effectively provides service and/or resolves problems, escalates issues to Clinic Manager as needed.
• Directs patients to providers in an organized fashion.
• Verify insurance for scheduled patients including verification for pre-authorization.
• Answers telephone calls and directs callers to the appropriate person and takes messages when providers are seeing patients.
• Registers New Patients and Assist with patient registration on the kiosk.
• Oversees completion of enrollment data including obtaining medical record number in EiCare.
• Responsible for reports, including visits, no shows and productivity.
• Conduct reminder calls and outreach to patients to reschedule appointments.
• Completes demographic checks at check-in for all patients.
• Responsible for the preparation of medical insurance billing forms for visits including checking epaces and insurance portal and assist clients with Sliding Fee Scale Application including verification and follow-up of all documents relating to uninsured program.
• Documenting patients assigned PCP, insurance eligibility in patient documents at each visit.
• Distributes metro-cards to patients at each visit.
• Daily reconciliation of metro cards issued on PTAR.
• Participates in daily huddle.
• Accepts and accurately records visit co-payments and sliding scale fees; responsible for reconciling all sliding fee/co-payment on the Day Summary Report.
• Calls transportation for patients.
• Maintains reception area clean and organized manner.
• Ensures the waiting area and coffee station is kept clean and neat, free of trash and spills.
• Understands the needs of our customers, effectively provides service and or resolves problems, escalate to Clinic Manager or Health Center Director.
• Dedicated to meeting the expectations of internal and external customers, working to create a positive experience for all.
• Ability to commute to Westside, DBHC, 125th St and ENY clinics as needed
• Must be able to provide strengths-based, gender-affirming, trauma informed, low-threshold/ harm reduction-aligned healthcare to patients with diverse identities and lived experiences

Job Requirements:

• 1-2 years of experience in the field or in a related area.
• E-Clinical Works experience a plus.
• Familiar with standard concepts, practices, and procedures within the medical field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Performs a variety of tasks.
• Works under general supervision.
• Spanish speaking preferred.
• Must be available to work evening and weekend shifts.
• Preference for individuals with experience working in a community-based setting, particularly with patients who are LGTBQIA+, and/or have experienced homelessness, substance use, and/or mental health challenges