Patient Service Representative

Patient Service RepresentativeThe Patient Service Representative enters and verifies confidential personal health information and financial information into computerized systems with a high rate of accuracy. They are also responsible for answering telephones, registering patients, scheduling appointments, collecting payments, and providing excellent customer service.QualificationsEducation:High School Diploma or equivalency; Associate's degree preferredCertifications & Licenses:NoneExperience:1-3 years of experience in a Medical Front Office preferred. Experience and/or training in billing and charge entry; or equivalent combination of education and experience.Skills:Experience with Microsoft Suite, Chrome, Internet Explorer.Experience with Electronic Health Records.Not required but helpful- bilingual; fluent in Spanish and English, demonstrating excellent oral and written skills in the language identified by the Health Center as being a language-of-need.Essential Duties and ResponsibilitiesAccurately perform front desk, patient enrollment, and patient assistance duties in a multi-department setting with five or more scheduling templates.Greet all patients and visitors in a professional, friendly manner and provide assistance to those with special needs.Check in patients, verify demographic and insurance information, collect co-pays and service payments, and maintain accurate daily collection logs.Assist patients with the Patient Assistance Program and sliding fee scale, including processing applications, renewals, and providing related education.Retrieve lab specimens from patients and deliver to the lab; support transportation coordination and assist with lifting bags or items when needed.Monitor lobby areas, assist Security with packages and deliveries, and help facilitate interpretation services when necessary.Maintain strict confidentiality and adherence to HIPAA regulations and KCHC policies at all times.Provide clear and courteous communication both in person and over the phone; accurately route calls and take detailed messages.Support families with health coverage questions, serve as a liaison with insurance programs, and educate on ACA enrollment and plan benefits.Review and process enrollment applications for completeness and accuracy; follow up with patients and families as needed.Participate in outreach events, continuing education, and team meetings to improve patient care and operational effectiveness.Maintain a professional appearance, exhibit sound judgment, and demonstrate respect for individuals of all backgrounds.Perform all other duties as assigned.Work EnvironmentMust be able and comfortable working in a variety of settings including, but not limited to, clinical environments and office spaces.Must be able to work nights and weekends as departmental needs arise.Travel RequirementsNoneCore CompetenciesCommunication: Demonstrates strong verbal, written, and digital communication skills; able to clearly explain complex information.Judgment & Decision-Making: Provides thoughtful input into operational and program decisions.Accountability & Self-Management: Works independently and efficiently, managing multiple responsibilities with minimal supervision.Teamwork & Collaboration: Builds effective working relationships across teams, departments, and the community.Problem-Solving & Initiative: Applies critical thinking and initiative to resolve issues and improve service delivery.Knowledge, Skills, and AbilitiesDelivers high-quality customer service with professionalism and cultural sensitivity.Actively listens and communicates clearly across diverse populations.Maintains confidentiality and handles sensitive information with discretion.Applies knowledge of clinical and administrative standards and institutional policies.Manages time effectively, prioritizing tasks and meeting deadlines.Demonstrates community awareness and understanding of the population served.Projects a professional image and provides leadership when delegating or guiding team efforts.Physical DemandsOccasionally required to sit, walk, reach, and handle materials.May be required to lift or move items up to 25–50 pounds.Verbal communicationReasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Supervisory ResponsibilitiesNoneCompliance ResponsibilitiesAs part of Kinston Community Health Center's commitment to ethical practices and regulatory compliance, all employees are expected to:Act in accordance with the KCHC Employee Handbook, policies and procedures, and all applicable federal and state laws.Promptly report any known or suspected violations of compliance/safety standards.These responsibilities are essential to maintaining a culture of integrity and accountability across the organization.