Patient Services Representative

Job Description

Job Description

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.

ROLE OVERVIEW and PURPOSE:

The Patient Services Representative provides front office support to ensure efficient patient access, scheduling coordination, and excellent patient experience. This role serves as the first point of contact for patients and supports clinic operations by managing incoming calls, coordinating appointments, assisting with patient registration, and maintaining accurate scheduling workflows. 

This role communicates regularly with patients, providers, medical assistants, and leadership teams to ensure smooth clinic operations in a fast-paced environment. 

RESPONSIBILITIES:

Patient Experience & Access

• Serves as the first point of contact for patients, visitors, and incoming calls

• Greets and assists patients in a courteous and professional manner

• Schedules, reschedules, and confirms patient appointments in the electronic scheduling system

• Conducts appointment reminder calls and communicates visit preparation instructions when needed

• Provides clear information regarding clinic processes, appointments, and services

Provider and Team Support

• Coordinates scheduling workflows to ensure efficient patient access and clinic flow

• Communicate with providers, medical assistants, and nursing staff regarding scheduling needs

• Ensure providers have accurate appointment information and schedule updates

• Supports care teams by managing appointment availability, cancellations, and schedule adjustments

Front Office and Administrative Support

• Verifies patient demographics, insurance information, and registration data

• Prepares and verifies patient records prior to appointments

• Tracks filled and cancelled appointments and updates scheduling systems accordingly

• Receives and records patient payments in the appropriate system when applicable

• Ensure patient information is updated accurately in the electronic health record system

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 preferred depending on site needs

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities):

• Strong communication and leadership 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

• Ability to successfully manage multiple tasks simultaneously

• Excellent planning and organizational ability

• 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

• Ability to work under pressure and be flexible with changing site needs.

• Can work with people of all social and ethnic backgrounds and maintain confidentiality.

• Able to train and manage staff in a collaborative manner.

Physical Requirements

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

COMPLIANCE (Safety & HIPAA) 

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintains current knowledge of policies and procedures as they relate to safe work practices
• Uses appropriate body mechanics to ensure an injury free environment
• Familiarity with location of nearest fire extinguisher and emergency exits
• Follows all infection control procedures including blood-borne pathogen protocols
• Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
• Complies with all regulations regarding corporate integrity and security obligations
• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Pay Range : $22.88 to $32.08 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.