Patient Service Representative

Patient Service Representative

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.

Overview: 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:

• 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. Dedicated to meeting the expectations of internal and external customers, working to create a positive experience for all.
• 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

Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State's first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This position is included in a bargaining unit of Housing Works' New York City employees represented by a labor union known as the Retail Wholesale and Department Store Union ("RWDSU"). Accordingly, the RWDSU has the exclusive right to bargain over the terms and conditions of employment related to this position and this position may become covered by the terms of a collective bargaining agreement (a "CBA") between Housing Works and the RWDSU

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.