PSR Float

Job Description

Job Description

Community Action Partnerships of Western Nebraska (CAPWN) is a non-profit community-based health and human services organization that serves low-income, disadvantaged and those unable to meet their needs through other sources. The agency was established in 1965 and provides services to over 9,000 individuals, children and families in three main areas:

• Community Health Services : WIC, Commodity Supplemental Food, Foster Grandparents, Head Start, and Child Development Center.
• Clinical Health Services : Primary Care, Reproductive Health, Diabetes Management, Immunizations, Migrant Health, Ryan White HIV; Behavioral Health including Counseling Services, Medication Management, Medication Assisted Treatment and Substance Use Counseling and Intensive Outpatient Services and Dental Services.
• Supportive Health Services : Family Stabilization, a Teen Outreach Program, SOAR, Youth Leadership Program, Youth Shelter and Housing Assistance Programs.

OUR PROMISE : Community Action changes people’s lives, embodies the spirit of hope, improves communities, and makes America a better place to live. We care about the entire community, and we are dedicated to helping people help themselves and each other.

VISION

Communities where everyone has an opportunity for a successful life.

MISSION

The Mission Statement of the Community Action Partnership of Western Nebraska is to provide quality services and promote learning opportunities to improve nurture the health and well-being of Western Nebraska communities.

KEY BELIEFS

• Integrity— We treat all people with dignity and respect.
• Compassion— We believe working compassionately with people enriches all.

• Inclusion— We are inclusive and advocate for diversity.
• Collaboration— We believe working in partnerships strengthens communities; we seek mutually beneficial partnerships that advance a common mission.
• Innovation— We embrace opportunities to learn, grow and make wise choices.

COMPETITIVE BENEFITS PACKAGE :

● Health ● Dental ● Vision ● Health Savings Account (HSA) ● Flex Plan ● 401k ● Basic and Voluntary Life Insurance ● Eleven Paid Holidays ● PTO ● Extended Illness (EIB) ● Employee Assistance Program ● Aflac ● Community Discounts ● Potential for Incentive Pay ●

***** Full-Time Monday - Friday 8:00 AM to 5:00 PM*****

Areas of Responsibility : The Patient Service Representative (PSR) Float is a hybrid role that provides non-clinical administrative, customer service, and patient access support across CAPWN health programs – Central Phone, Medical, Dental, and Behavioral Health. Assignments may include rotating or concurrent administrative support responsibilities at on-site clinic locations, based on operational needs.

Duties are performed under established CAPWN policies, procedures, standing workflows, and provider direction to support timely access to care, accurate documentation, and continuity of services within a Patient-Centered Medical Home (PCMH) model.

Primary Duties :

Patient Access & Customer Service:

1. Serve as an initial point of contact for patients via telephone and in person, providing courteous, professional, and culturally responsive service.

1. Answer and manage a multi-line telephone system; screen and route calls according to established protocols only and route to appropriate staff or departments.
2. Schedule, reschedule, and cancel appointments in accordance with provider availability, clinic protocols, and access standards.
3. Record, relay, and document messages accurately within the Electronic Medical Record (EMR).

Front Desk & Clinic Workflow Support:

1. Perform patient check-in and check-out activities, including accurate verification of demographic and insurance information.
2. Prepare, scan, upload, and attach documents to the EMR in accordance with CAPWN documentation standards.
3. Track patient flow and update electronic schedules to reflect visit status without interpretation of clinical content.
4. Assist with logistical setup for group visits or group therapy sessions as directed.
5. Calculate sliding fee scale eligibility based solely on CAPWN policy and provided financial documentation.
6. Assist with collection and posting of patient payments when applicable.
7. Maintain spreadsheets, databases, and perform word processing tasks as assigned.

Compliance, Professional Standards & Team Engagement

1. Maintain strict confidentiality of patient records and communications in compliance with HIPAA, FTCA risk-management expectations, and CAPWN policies.
2. Maintain CPR certification.
3. Be familiar with CAPWN services to ensure accurate and consistent information dissemination.
4. As a CAPWN team member, dedicate your energy to providing high quality, value-added customer service and care to our clients. Embrace the CAPWN Standards of Behavior, practicing integrity, strong communication and respect for leaders and peers. Engage with the team and commit to improving and nurturing the health and well-being of the Western Nebraska Communities we serve.
5. Perform other duties as assigned.

Working Conditions:

• Office setting environment.
• High level of public interaction in clinic and centralized service environments.
• Fast-paced work with frequent interruptions and deadline sensitivity.
• Flexible work hours based on operational needs.
• Extended periods of sitting; moderate to above-average noise levels in clinic settings.

Physical Requirements:

• Operate standard office equipment.
• Ability to sit or stand for long periods; bend, stoop, squat, crouch, push, and pull file drawers.
• Regular talking, hearing, and close visual acuity for extensive reading and data review.
• Ability to lift up to 20 pounds occasionally.
• Fine manipulation and repetitive hand motions required.

Minimum Qualifications :

Grade: 2

• High School Diploma or GED required.
• One year receptionist or clerical experience preferred.
• One year computer/data entry experience required.
• Demonstrated customer service and multitasking skills.
• Bilingual English/Spanish preferred with incentive pay offered commensurate with skill level.

Grade: 3

• Meets Grade 2 qualifications above plus two years' customer service experience or multi-line telephone system experience.

Grade: 4

• Meets Grade 3 qualifications above plus five years’ customer service experience or multi-line telephone system experience.

Grade: 5

• Meets Grade 4 qualifications above plus demonstrated proficiency supporting clinic workflows, patient access coordination, and financial intake functions including ability to move between areas successfully supporting functions of each assigned area.