Customer Service Rep

Description

The Customer Service Representative - Registration / Pre-Registration is responsible for supporting efficient patient access operations through appointment pre-registration, demographic and insurance verification, patient communication, and front-end registration support. This position plays a key role in ensuring accurate patient information, smooth registration workflows, and a positive patient experience across Hamilton Health Center satellite locations including Newport, Millersburg, Union Deposit, and Steelton.

ESSENTIAL FUNCTIONS:

• Guide patients through the registration and pre-registration process in a professional and patient-centered manner.
• Verify and update patient demographic, insurance, guarantor, and appointment information prior to scheduled appointments.
• Review assigned Primary Care Provider (PCP) information and assist patients with PCP updates when appropriate.
• Inform uninsured or underinsured patients of documentation needed for Sliding Fee Program eligibility determination.
• Verify insurance eligibility and communicate co-pay responsibilities to patients prior to service.
• Update insurance coverage information when changes are identified.
• Inform patients of required documentation for appointments, including insurance cards, photo identification, referrals, and prior medical records when applicable.
• Answer incoming telephone calls and respond to patient questions related to registration, scheduling, and practice operations.
• Maintain accurate documentation within the Electronic Medical Record (EMR) system.
• Support front-end office operations and patient flow at assigned satellite locations.
• Maintain professionalism, confidentiality, and compliance with HIPAA and Hamilton Health Center policies and procedures.
• Work collaboratively with clinical and operational staff to ensure continuity of patient care and service excellence.
• Travel between satellite locations as operationally needed.
• Perform additional duties as assigned in support of departmental and organizational operations.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS:

• Strong customer service and interpersonal communication skills.
• Ability to communicate professionally with patients, staff, leadership, and external stakeholders.
• Strong attention to detail and organizational skills.
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced healthcare environment.
• Working knowledge of insurance verification, patient registration workflows, and medical office operations preferred.
• Ability to maintain strict confidentiality and professionalism at all times.
• Ability to work independently and collaboratively within a team environment.
• Proficiency in Microsoft Office and Electronic Medical Record (EMR) systems.
• Ability to adapt to changing operational needs and workflows across multiple locations.
• Commitment to Hamilton Health Center's mission, vision, and workplace values.

MINIMUM EDUCATION & EXPERIENCE

• High School Diploma or equivalent required.
• Minimum of one (1) year of customer service, patient access, registration, or medical office experience preferred.
• Experience working in a healthcare, FQHC, or medical office environment preferred.
• Bilingual abilities may be preferred depending on operational needs.

EQUAL OPPORTUNITY EMPLOYER:

Hamilton Health Clinic is an equal opportunity employer. We are committed to providing an inclusive and diverse work environment where all employees are valued, respected, and have the opportunity to succeed. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, or any other protected status. All employment decisions are based on qualifications, merit, and business needs.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with co-workers, internal and external customers, and outside contractors and vendors.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING SKILLS

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS/MOTOR COORDINATION

Requires hand-eye coordination; finger dexterity, and a combination of sitting, standing, climbing, stooping, balancing, kneeling, reaching, carrying, pushing, pulling, lifting (up to 15 pounds). Must be able to write, type, use telephone and computer systems, and other office equipment. May require sitting or standing for long periods of time.

WORK ENVIRONMENT

Exposure to routine medical office/health clinic conditions as well as adverse environmental conditions such as dust, temperature and noise extremes, etc. May be exposed to infectious or contagious disease.

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to be an accurate reflection of the current job, management reserves the right to review and change this description as needed to maintain business goals and accomplishments. Job descriptions are reviewed periodically. This job description is not a contract.