Patient Support Associate - Urgent Care Seaport

Job Description

Job Description

Description:

About South Boston Community Health Center

South Boston Community Health Center (SBCHC) is a mission-driven, community-based health organization committed to providing high-quality, compassionate, and accessible care to individuals and families. We serve a diverse patient population and are dedicated to advancing health equity, collaboration, and excellence in care. Our employees play a vital role in supporting our mission and the communities we serve.

Work Environment & Culture
SBCHC offers a fast-paced, team-oriented healthcare environment that values respect, collaboration, and continuous learning. Employees work closely with interdisciplinary teams and are expected to demonstrate professionalism, flexibility, and a commitment to patient-centered care. We strive to create an inclusive and supportive workplace where employees feel valued and empowered to grow.

Position Summary

The Patient Support Associate (PSA) supports the delivery of high-quality services within the Registration department by performing essential front-end and operational duties. This role works collaboratively with patients, providers, and internal teams to ensure efficient clinic operations and a positive, welcoming experience for all patients and families.

As the first point of contact, the PSA is often the initial person a patient or family member interacts with, either in person upon arrival or by phone prior to the visit. The PSA plays a critical role in optimizing each patient visit by providing knowledgeable, reliable, and courteous support, ensuring patients feel respected and supported throughout their experience.

The PSA is responsible for accurately collecting and maintaining patient demographic and insurance information and works closely with care team members and the billing and referral departments to support seamless care coordination. Key responsibilities include answering incoming phone calls, scheduling appointments, greeting patients and family members, collecting co-payments, and performing a variety of administrative and clerical office functions to support daily clinic operations.

Essential Duties & Responsibilities

• Greet patients and family members in a courteous, professional, and attentive manner
• Register patients in the Epic EMR, ensuring accurate entry and maintenance of demographic, insurance, and billing information
• Verify patient identity by confirming required patient identifiers in compliance with HIPAA regulations
• Schedule appointments in accordance with organizational guidelines and established workflows, including support of the Patient-Centered Medical Home (PCMH) model
• Contact patients prior to scheduled visits to resolve discrepancies related to insurance coverage or demographic information
• Inform patients of referral and authorization requirements, including those related to urgent care services
• Answer incoming phone calls, respond to routine inquiries, and route calls or messages as appropriate
• Collect daily patient payments and perform payment reconciliation in accordance with established procedures
• Prepare, process, and track forms related to insurance plan changes and primary care provider (PCP) assignments
• Collaborate with billing, referral, and care team staff to support accurate registration and revenue cycle processes
• Maintain clear and professional written and verbal communication with coworkers and supervisors
• Perform additional related duties as assigned to support clinic operations

• High school diploma or equivalent required; Associate’s/Bachelor’s preferred.
• Relevant experience in healthcare/administrative/clinical settings.
• Strong verbal and written communication skills.
• Ability to work independently and manage multiple priorities.
• Basic computer proficiency and comfort using electronic systems.

Preferred Qualifications

• Experience in a healthcare or community health setting.
• Bilingual in Spanish/Albanian.
• Familiarity with EPIC systems or scheduling platforms.
• Experience working with diverse populations.

Knowledge, Skills & Abilities

• Strong organizational and time management skills.
• Attention to detail and accuracy.
• Ability to maintain confidentiality.
• Customer service-oriented mindset.
• Flexibility and adaptability in a fast-paced environment.

Benefits & Perks

SBCHC offers a comprehensive benefits package designed to support employee well-being and work-life balance, which may include:

• Medical, dental, and vision insurance.
• Paid time off, holidays, and sick time.
• Retirement plan options.
• Professional development and training opportunities.
• Employee assistance programs.
• Other benefits in accordance with employment status and union agreements.

Compliance & Employment Requirements

• Employment is contingent upon successful completion of a background check and reference checks.
• Proof of COVID-19 and other required vaccinations may be required in accordance with SBCHC policy and applicable laws.
• Selected candidates must meet all licensing, certification, or credentialing requirements applicable to the role.

Equal Opportunity Statement

South Boston Community Health Center is an Equal Opportunity Employer and is committed to fostering a diverse, inclusive, and equitable workplace. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, ethnicity, sex, pregnancy, age, disability, genetic information, sexual orientation, gender identity or expression, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.

SBCHC is dedicated to ensuring equal employment opportunities and creating an environment where all employees feel valued, respected, and supported. We encourage individuals from diverse backgrounds to apply and are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process and during employment.