Patient Service Representative

Job Description

Job Description

Position Summary
The 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.

Qualifications

Education :

• High School Diploma or equivalency; Associate’s degree preferred

Certifications & Licenses:

• None

Experience:

• 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 Responsibilities

• Accurately 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 Environment

• Must 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 Requirements

• None

Core Competencies

• Communication: 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 Abilities

• Delivers 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 Demands

• Occasionally required to sit, walk, reach, and handle materials.
• May be required to lift or move items up to 25–50 pounds.
• Verbal communication
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Supervisory Responsibilities

• None

Compliance Responsibilities

As 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.