Call Center/ Patient Service Representative

Henry J. Austin Health Center; United States; On-site; USD 35,000 - 45,000; Full time

Job summary

Henry J. Austin Health Center is looking for representatives for remote or on-site roles who excel in customer service and communication skills. Responsibilities include managing patient inquiries in the Call Center and front-desk registrations.

Candidates must have a high school diploma, experience in customer service, and the ability to work in a fast-paced environment. The role offers opportunities for cross-training and professional growth.

Qualifications

• Graduation with proof of high school diploma required.
• Two-year college degree or training preferred.
• Computer literacy and proficiency are essential.

Responsibilities

• Answer and process medical service requests promptly.
• Collect and enter patient information in the system.
• Manage cash and process co-pays accurately.

Skills

Communication skills

Customer service skills

Bilingual Spanish

Education

High school diploma or equivalent

Two-year college degree or higher preferred

Tools

Medical service software systems

Computer applications

Job description

Remote

Positions available for remote work or on-site at any Henry J. Austin location as needed.

Major Function

This role requires excellent communication and customer‑service skills and is responsible for professionally responding to telephone inquiries at the Call Center and for front‑desk registration of patients for healthcare services. Representatives in the Call Center solve problems, educate callers about member health programs and procedures. Front Desk Patient Representatives maintain accurate patient registration, including payment collection, insurance information, and enrollment in programs such as Medicaid and Uncompensated Care. The position requires cross‑training to perform either function based on company needs.

Essential Functions

Call Center

• Promptly answer, screen, and process medical service requests and telephone inquiries, ensuring strict adherence to confidentiality agreements and policies.
• Provide information on Henry J. Austin’s programs, policies, and procedures.
• Collect and enter patient intake information into the appropriate medical service software system.
• Refer patients to the Henry J. Austin nursing team for triage and medical advice.
• Utilize automated computer software to schedule appointments and communicate this information to the appropriate party per established protocols.
• Participate in internal and external educational opportunities relevant to customer service.
• Meet outlined quality benchmarks and indicators as monitored through audits or recordings.

Patient Representative

• Provide flexible coverage and/or availability for the Call Center or front‑desk patient registration as needed.
• Manage cash and efficiently process co‑pays, ensuring accuracy with insurance verification procedures.
• Facilitate interoffice communication with respectful and constructive problem solving, resolving conflicts quickly and fairly.
• Maintain a working knowledge of provider clinical schedules, call, and leave schedules.
• Efficiently use, monitor, and maintain data from EHS modules, including scheduling and patient registration.
• Tolerate frequent work interruptions, organize work, reset priorities, and complete responsibilities in a timely manner.
• Adapt to frequent changes in procedures and regulations, including state, federal, and agency regulations and system updates.

Additional Responsibilities

• Customer‑service oriented and willing to work at all HJA locations or remotely, on demand.
• Meet Henry J. Austin incentive standards in all categories on a quarterly basis.
• Team player who meets internal and external customer expectations for excellent service.
• Demonstrate positive customer relationship skills with all telephone encounters.
• Suggest improvements and participate in organized efforts to improve service levels.
• Permanently support changes in call flow processes and communication services.
• Perform other duties or tasks as assigned, handling multiple tasks effectively and efficiently.
• Promote pride in the call center and positive interpersonal relations among team members.
• Exhibit commitment to effective problem‑solving techniques when issues arise.
• Arrive at workstation on time, ready to work, and demonstrate minimal absenteeism.
• Perform other duties and assume responsibilities as assigned by the Patient Services Supervisor or Patient Access Director, with possible changes without notice.

Requirements

Education & Experience

• Graduation with proof of high school diploma or possession of an approved high school equivalency certificate required.
• Two‑year college degree or other post‑secondary education and/or training preferred.
• Employee must pass the presumptive eligibility NJ state exam (Medicaid enrollment exam) within the first year of employment.
• Exam preparation class provided by the State of New Jersey with paid time off by HJAHC to attend a required training class; employees may use earned time if repeat classes are needed.
• Failure to pass the exam within the first year may result in termination from the position.

Licensure and/or Certifications

• None required.

Knowledge, Skills, Abilities, and Other (KSAOs)

• Skill in the application of modern office techniques and practices and in the use and care of office machines and equipment.
• Computer literacy and proficiency.
• Bi‑lingual Spanish preferred (may be required).
• Excellent communication and interpersonal skills.
• Ability to stay calm and professional under pressure.
• Courteous and pleasant/friendly disposition.
• Ability to work well with others and assist the public cooperatively and courteously.
• Strong ability to work in a fast‑paced environment and remain on‑task to produce high outcomes.