Patient Services Representative

ABOUT US:

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 96k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you. ROLE OVERVIEW and PURPOSE: The Patient Services Representative (PSR) works to support the mission and vision of Neighborhood Healthcare by supporting clinics with front office tasks. The PSR’s primary roles are to direct incoming calls to ensure they are transferred to the appropriate contact within the clinic and assist patients with scheduling and re-scheduling healthcare appointments.

RESPONSIBILITIES:

Direct Patient Care * Assesses incoming phone calls to determine the correct course of action based on customer's information and needs * Corresponds with patients, salespeople, and visitors in an accurate, expeditious, courteous, and competent manner via in-person, telephone, and/or mail * Conducts appointment reminder calls to all patients; including noted documents required for their visit * Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy Provider and Team Support

• Generates daily lists of scheduled appointments for the clinic
• Shares accountability for overall patient health outcomes by working in

coordination with care teams * Operates to instill confidence in our care and facilities to patients, fellow employees, and other stakeholders Clinical Administration

• Schedules appointments and enter all required data into electronic scheduler
• Tracks and records filled and cancelled appointments
• Prepares patient charts prior to their appointments
• Verifies patient appointments and arrival time at registration
• Receives and records patient payments in computer and ledger for services

received * Verifies patient records are up to date and accurate; makes appropriate changes in computer system, as needed * Completes ongoing/annual training for position compliance

EDUCATION/EXPERIENCE:

• High school diploma/GED required
• One year customer service experience required; in a healthcare setting

preferred * Experience working with electronic medical records and multi-phone lines preferred * Bilingual (English/Spanish) highly preferred ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities): * Excellent verbal and written communication skills, including superior composition, typing and proofreading skills * Ability to interpret a variety of instructions in written, oral, diagram, or schedule form * Knowledgeable about and experience with customer service etiquette and protocols * Ability to interact effectively with clinic personnel, patients, and diverse populations

• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to use computer programs, such as spreadsheets and databases
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and

ethical manner Physical Requirements

• Ability to lift/carry 20 lbs/weight
• Ability to stand for long periods of time

Pay Range: $22.88 - $32.03 per hour, depending on experience Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.