Patient Service Representative

Patient Service Representative

About the Role

The Patient Service Representative within Project HOME Healthcare Services (PHHS) has the primary responsibility of managing patient appointments, verifying insurance information, and ensuring accurate patient registration, and collecting time of service payments, including copayments. The role requires exceptional customer service skills, attention to detail, and the ability to work collaboratively with healthcare providers and staff. The Patient Service Representative will perform other administrative functions as needed and ensure a smooth patient experience.

• Location: 2144 Cecil B. Moore Ave. Philadelphia, PA 19121
• Schedule: Monday through Friday 9AM - 5 PM
• Pay Rate: $21.65 per hour

Project HOME offers a competitive compensation package which includes health, prescription, dental, and vision coverage at minimum cost to our employees, company funded life and disability insurances, paid parental leave, spending accounts, and 401K plan with 100% matching contributions up to 5% of compensation. Additionally, we offer generous PTO accruals which includes paid sabbatical leave.


What You Will Do

• Greets patients and visitors in person and/or on the telephone; answers any and all inquiries.
• Focus is within the following areas: Scheduling, Pre-Registration, Registration and Check-Out, including but not limited to verifying patient demographics and insurance benefits, patient appointment reminders, registering and checking in patients, obtaining necessary documents (referrals), payment collection, and scheduling follow-up visits (internal and external).
• Follow all designated EHR workflows associated with this role, with the aforementioned areas and tasks (eg: scheduling, registration, verification).
• Maintains accurate financial records: updating patient financial information, copayment collection, adhering to the sliding fee scale and/or insurance verification, and supports Benefits Counselor when needed.
• Optimizes patients' satisfaction, provider time, and exam room utilization by accurately and efficiently scheduling appointments and keeping appointments on schedule.
• Conducts warm hand-offs to other healthcare services team members (eg: the Benefits Counselor, Community Health Workers, Referrals Coordinator) when necessary.
• Protects patients' rights by maintaining confidentiality of personal and financial information per HIPAA regulations.
• Maintains operations by following Project HOME, PHHS and site-specific policies and procedures.
• Assists in orientation of new personnel as directed, mail services, attends daily huddles.
• Communicates and collaborates effectively with clinical staff members to ensure workflow transparency.
• Interact with all patients and visitors using trauma-informed care best practices.
• Cross-train in other departments and locations and a willingness to support the team in providing relief coverage.
• Performs all other duties as trained and requested by supervisor and leadership team members.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its sole discretion, assign or reassign duties and responsibilities to this job at any time.

What You Bring

• A high school diploma or GED.
• Ability to perform World Class Customer Service
• Proficiency in Microsoft Office
• Excellent written and verbal communication skills
• Excellent telephone manners and ability to deliver World Class Customer Service
• Prior experience using a Practice Management System (eClinical Works or other)
• One-year related work experience, preferably in a medical office setting.
• Strong computer and organizational skills.
• Ability to manage multiple tasks simultaneously.
• Ability to work independently and to collaborate as a member of a team.
• Ability to handle stressful situations while providing exceptional customer service.
• Excellent communication skills including diplomacy and tact with patients.
• Excellent oral and written communication skills.
• Ability to display a non-judgmental attitude.
• Ability to remain solution-focused and respectful in all interactions with staff, co-workers, vendors, and clients.
• Excellent problem-solving and conflict resolution skills.
• Ability to work in an atmosphere where people may be hostile or abusive.
• Knowledge of de-escalation methods or willingness to be trained in these methods.

What You May Bring

• Prior experience delivering services to persons with histories of homelessness, mental illness, substance dependence, and trauma would be helpful.
• Bilingual (Spanish/English) preferred

Physical requirements:

Sedentary work that primarily involves sitting/ standing.

Project HOME provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. Project HOME prohibits discrimination and harassment of any type.