Patient Service Center Representative

Job Description

Job Description

About Company:

As one of the largest primary care practices in Southwest Georgia, Albany Area Primary Health Care (AAPHC) provides health care services to more than 54,964  patients and nearly 217,386 office visits per year. AAPHC is also one of the largest Community Health Centers in our region!  To learn more about Community Health Centers, and how this benefits Southwest Georgia, please click here.

At AAPHC, we strive to provide comprehensive, coordinated, and continuous care to all who access our services. Did you know that all qualifying medical offices operated by AAPHC are recognized as a Level III Patient Centered Medical Home (PCMH) by the National Center for Quality Assurance (NCQA)? NCQA offers three levels of PCMH recognition with Level III being the highest level.  As a Level III PCMH, AAPHC is committed to continuously raising the quality of care within our practices, while also lowering our patients health care costs.

Our health care teams are comprised of physicians, physician assistants, nurse practitioners, and nurse midwives. Assisting these providers are clinical staff members, laboratory personnel, and business office professionals. Most medical problems can be handled at our offices, but if a specialist is needed, an appointment will be made for you as a referral from your physician.  

And did you know that AAPHC offers after hours coverage to our patients?  That's right!  A physician is always available by phone after hours for both adults and children. He/she may be reached by calling the number of the office at which the patient is seen. All phones are forwarded to an answering service at the close of each business day, on weekends, and holidays.   Our goal is to always provide access, and even expand access, to your provider so you always can reach AAPHC when you need us most! 

When you visit an AAPHC office, you can trust that you'll be well cared for by our team.  Always.

About the Role:

The Patient Service Center Representative plays a critical role in ensuring a seamless and positive experience for patients interacting with healthcare facilities. This position is responsible for managing patient accounts, scheduling appointments, and providing timely and accurate information to patients and healthcare providers. The representative acts as a primary point of contact, addressing inquiries and resolving issues efficiently while maintaining patient confidentiality and compliance with healthcare regulations. By utilizing strong communication and computer skills, the role supports the operational efficiency of the patient service center and contributes to overall patient satisfaction. Ultimately, this position helps bridge the gap between patients and healthcare services, facilitating smooth administrative processes and fostering trust in the healthcare system.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in patient account management or a related administrative role within healthcare.
• Proficiency in computer systems and software relevant to healthcare administration.
• Excellent verbal and written communication skills.
• Ability to use headphones and manage multiple phone lines effectively.

Preferred Qualifications:

• Associate degree or higher in healthcare administration or related field.
• Experience with electronic health record (EHR) systems.
• Familiarity with medical terminology and insurance processes.
• Customer service experience in a healthcare setting.
• Bilingual abilities to support diverse patient populations.

Responsibilities:

• Manage patient accounts by accurately entering and updating patient information in the healthcare system.
• Schedule, reschedule, and confirm patient appointments while coordinating with healthcare providers to optimize scheduling efficiency.
• Answer incoming calls using headphones, addressing patient inquiries, providing information about services, and resolving concerns promptly.
• Verify patient insurance information and assist with billing inquiries to ensure accurate account management.
• Maintain strict confidentiality of patient records and comply with all healthcare regulations and organizational policies.

Skills:

The required skills such as patient account management and appointment scheduling are essential for maintaining accurate patient records and ensuring efficient use of healthcare resources. Computer proficiency enables the representative to navigate electronic health record systems and scheduling software effectively, streamlining daily operations. Headphone usage is critical for managing high call volumes while maintaining clear communication and multitasking capabilities. Preferred skills like familiarity with medical terminology and insurance processes enhance the representative's ability to assist patients with complex inquiries and billing questions. Together, these skills support a professional, empathetic, and efficient patient service experience that aligns with healthcare standards and patient expectations.

** This is onsite position in a call center