Patient Service Representative - Heartland River City

Schedule: Full-time non‑exempt (hourly). Confidentiality & Patient Privacy: Welcoming all who need care. Job Purpose As a Patient Services Representative (PSR) at Heartland River City, you will provide administrative and customer‑service support while ensuring patients have a positive experience from first contact to final interaction. The role requires excellent communication, empathy, attention to detail, and the ability to handle stress, difficult situations, and distresses in a fast‑paced environment. Duties And Responsibilities Patient Interaction & Experience Greet patients and visitors in a friendly and professional manner. Assist patients with check‑in and check‑out processes. Answer phone calls and respond to patient inquiries regarding appointments, services, and general information. Address and resolve patient complaints or concerns promptly and professionally. Provide information about the facility’s services, policies, and procedures. Facilitate communication between patients and clinical staff to ensure a smooth experience. Ensure services are accessible to all patients. Use de‑escalation techniques to manage and resolve conflicts calmly and professionally. Respond to crisis phone calls or interactions, connecting to crisis services when needed. Handle patient inquiries and tasks promptly and efficiently to minimize wait times. Ensure information provided to patients is accurate and complete. Appointment Scheduling Schedule and confirm patient appointments, ensuring optimal utilization of the provider’s template. Coordinate with clinical staff for urgent appointments, triage, and walk‑ins. Manage scheduling conflicts and appointment availability. Patient Records Management Maintain and update patient records in the electronic health record (EHR) system upon patients’ arrival. Ensure accuracy and confidentiality of patient information in compliance with HIPAA regulations. Insurance and Billing Verify patient insurance information and assist with pre‑authorization processes. Collect co‑pays, deductibles, and other payments, providing receipts and handling financial transactions. Assist patients with basic billing questions and coordinate with the billing department to resolve discrepancies. Administrative Duties Prepare and manage patient paperwork, including consent forms, medical histories, and insurance documentation. Perform general office duties such as filing, faxing, scanning, and mail distribution. Keep the waiting and reception areas clean and organized. Confidentiality & Patient Privacy Adhere to HIPAA regulations and protect patient confidentiality. Limit access to patient information to authorized personnel only. Shred or securely dispose of documents containing patient information when no longer needed. Conduct conversations involving patient information in private areas. Verify identity of callers before discussing patient information over the phone. Use secure channels for electronic communication of patient information (e.g., encrypted email, secure messaging). Handle patient complaints and issues with empathy and professionalism. Escalate complex issues to the supervisor or appropriate department for resolution. Qualifications High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred. Previous experience in a healthcare setting or patient service role preferred. Completion of Mental Health First Aid Certificate within 90 days of hire required. Excellent interpersonal and communication skills. Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams). Strong organizational skills and attention to detail. Ability to handle sensitive and confidential information. Problem‑solving skills and ability to work under pressure. Working Environment Fast‑paced medical office environment. Regular interaction with patients, medical staff, and insurance companies. May be exposed to infections and contagious diseases. Role may be subject to interruptions. Tasks performed in close proximity to others. Work indoors in an environment with controlled conditions. Requires de‑escalation skills. Physical Requirements Move equipment weighing up to 25 pounds. Move throughout the building to meet with employees, patients, or visitors. Remain in a stationary position during the shift. Ability to read, write, and speak English. Frequent communication with patients about their experience at the health center. Operate a computer and other office equipment, such as tablets, scanners, printers, and phones. Adhere to process protocols or procedures. Details Schedule: Full‑time non‑exempt (hourly). Hours Mon‑Friday 8:00AM–7:00PM (as needed) (average 40 hours/week). Hours Saturday 8:00AM–12:00PM (if applicable). Shifts are typically 8 hours. Location: Heartland Community Health Center or Heartland at River City (1312 W. 6th Street). Schedule may be altered by supervisor(s) as needed to allow for completion of expected duties of the position. #J-18808-Ljbffr