Patient Service Representative

Patient Service Representative

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Benefits Offered:

• Monday through Friday schedule, closed all major holidays
• Medical insurance with a 90% employer contribution
• Dental, Vision, and Life insurance
• Safe Harbor 3% 401k contribution
• Robust PTO offerings
• Education reimbursement

Job Summary

The Patient Service Representative (PSR) is responsible for providing quality customer service to Finger Lakes Community Health patients and serves as a resource and guide. This position ensures the various patient scheduling, check-in, and payment collection duties are completed and documented appropriately.

Main Responsibilities

Patient Check-in and Check-out

• Greet patients warmly, verify personal and insurance information, and update records as needed.
• Collect copayments and outstanding balances, provide receipts, and ensure financial policies are followed.
• Schedule follow-up appointments and provide necessary instructions for future visits.
• Assist patients with completing necessary forms and explain office policies.

Appointment Scheduling and Coordination

• Schedule, reschedule, and confirm patient appointments via phone, online systems, or in person.
• Coordinate provider availability and optimize scheduling to minimize wait times.
• Document no shows, cancellations, or rescheduled appointments in the electronic health record system
• Attend morning huddle meeting with patient care team to address scheduling concerns.
• Identify additional Finger Lakes Community Health services that the patient may benefit from

Insurance Verification and Billing Support

• Verify patient insurance eligibility and benefits.
• Assist patients with understanding billing statements and payment assistance options.
• Work with billing staff to resolve insurance discrepancies and patient inquiries.
• Reconcile daily payments and cashbox.

Health Center Operations

• Open and/or close building in accordance with Finger Lakes Community Health hours of operation.
• Clean waiting room prior to opening and throughout the day.
• Provide prompt and courteous service to patients, addressing questions and concerns.
• Handle patient complaints professionally and escalate issues as needed.

Documentation

• Submit telephone encounters and actions in the electronic health record system.
• Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures.

Other Duties

• Perform other related duties as assigned by the supervisor.

Education and Qualifications :

Education

• High school diploma or equivalent is required.

Qualifications

• 1+ years in a healthcare or customer service setting preferred.
• A valid government-issued photo identification document is required.
• Possesses introductory knowledge of healthcare billing processes and appointment scheduling.
• Demonstrates the ability to communicate clearly and professionally in a clinical setting.
• Displays ability to perform work accurately and thoroughly.
• Applies sound judgement in routine situations to identify issues and seek guidance to resolve them.

Physical Requirements:

• Sitting/Standing: Prolonged sitting with occasional standing or walking.
• Computer Use: Frequent typing and prolonged screen time.
• Light Lifting: Frequently lifting or carrying objects up to 15 pounds.
• Visual: Clear vision for reading and inspections.
• Hearing Clarity: Ability to hear conversations in person or in virtual communications.
• Noise Sensitivity: Work may require filtering background noise to focus on speech or signals.
• OSHA Level 2

Work Environment:

• Health Center/Clinic: Work within a healthcare facility, interacting with patients and staff.
• Fast-Paced: Busy environment with multiple priorities to manage and changing business needs that require problem-solving skills.
• Office Hours: Standard business hours, with occasional extended shifts based on clinic needs.

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