PATIENT SERVICE REPRESENTATIVE (WALTHAM)

Patient Service Representative

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The Patient Service Representative, under the supervision of the Site Director, will assist in the day-to-day operations and planning of the Patient Service team, enhance patient service experience and engagement, and facilitate patient services across all clinical departments. To ensure excellent service standards, the Patient Service Representative will respond efficiently to patient inquiries and maintain a high level of customer satisfaction.

Your responsibilities include:

• Ensuring that all interactions between Administration, Patient Service operations, and patients are professional, helpful, provide empathy and create an atmosphere of CRCH being a safe and welcoming place for all community members that enter, call, or seek our services.
• Greeting and welcoming patients and visitors to the health center.
• Providing consistently positive customer service.
• Cross-training to cover all department needs within three months of hire, including check-out.
• Working closely with Medical, Dental, and Behavioral Health Providers, Nurses and Medical Assistants to inform patients about delays and waiting times.
• Ensuring all patient requests for appointments are responded to in a timely manner, including from the patient portal, voicemails, calls, and walk-ins.
• Listening to customer feedback and resolving any issues or conflicts.
• Collaborating with the Health Benefits Department and following their booking guidelines to help patients who are inactive and ensure that departmental workflows are followed appropriately.
• Collaborating and working closely with in-house Call Center.
• Ensuring that patients have an approved plan in place before or at the time of the visit.
• Scheduling patients for Medical and Dental appointments.
• Informing all patients of necessary payments prior to appointment and collecting payment before services are provided.
• Generating appropriate paperwork to ensure billing for services.
• Being flexible and available to cover staffing needs across both health center sites (Brighton and Waltham) when other staff are not available as assigned by Site Director, Team Lead, or designee.
• Showing capacity and willingness to collaborate across all departments, creating strategic solutions for both colleagues and patients. Maintaining a positive work environment.
• All other duties, tasks, and responsibilities assigned/approved by the Site Director, Team Lead, or designee.

Your qualifications, competencies, traits include:

• At least 3 years of health care experience, customer service experience, and experience in outpatient clinical setting.
• Models exceptional customer service for staff; ability to show each and every patient they matter, and that their needs are important. Must exhibit empathy and humility.
• Must be willing to work onsite at Waltham, MA location.
• Ability to problem solve in the moment and debrief with Site Director and Team Lead.
• Familiar with Outlook, Electronic Medical Programs, registration and scheduling systems.
• Accurate and responsible when dealing with co-payments, deductibles and other payment transactions.
• Ability to learn and keep up-to-date of all medical insurances.
• Must be willing to train throughout all departments and provide cross-departmental coverage as needed.
• Preferred Bilingual English/Spanish or English/Portuguese.

Charles River Community Health's mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 14,000 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

Our promise is that if you are passionate about providing customer service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Patient Service Representative rewarding and impactful! You will also find a partner in your career path goals and trajectory!

Our benefits and perks include:

• Medical & Dental Insurance
• Short & Long-term Disability Insurance
• Generous Paid Time Off
• Flexible Spending Account
• Employee Assistance Program
• Tickets at Work
• Health Reimbursement Arrangement
• Travel Reimbursement
• Professional Development Opportunities
• Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.

Charles River Community Health