Patient Experience Navigator

THE LAKES COMMUNITY HEALTH CENTER; Hayward (WI); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical and dental insurance

403(b) with 4% employer match

Paid Time Off (PTO)

Vision Insurance

Health Savings Account contributions

Job summary

NorthLakes Community Clinic is seeking a Patient Service Representative to guide patients through services, capture demographics in EMR/EDR, schedule appointments, and coordinate referrals. The role emphasizes HIPAA compliance, strong customer service, and accurate insurance processing in a busy clinic environment.

Responsibilities include coordinating prior-authorizations, collecting payments, answering calls, and ensuring a smooth patient experience across service lines.

Qualifications

• High school diploma or equivalent; plus either a year certificate or 3 months related experience/training or equivalent education/experience.
• Previous Customer Service experience is required.
• CPR certification must be current or obtained within six months.

Responsibilities

• Greets patients and directs them to the correct location.
• Uses EMR/EDR to capture demographics and schedule services.
• Processes referrals and coordinates department needs.
• Coordinates prior-authorizations per insurance guidelines.
• Verifies insurance eligibility via portals.
• Collects payments and reconciles cash daily.
• Answers phones and directs inquiries or logs a follow-up.
• Handles reminder calls and patient reminders.
• Knows clinic services and directs to appropriate resources.
• Guides patient experience through service lines and explains steps.
• Cross-trains front desk duties as needed.
• Participates in training on Customer Service, HIPAA, etiquette; ensures compliance.

Skills

Customer Service

HIPAA compliance

EMR/EDR navigation

Computer applications

Telephone etiquette

Education

High school diploma or equivalent + certificate/experience

Tools

EMR/EDR

Patient Portal

Insurance Portals

Reminder Call system

VSC

Job description

NorthLakes Community Clinic is seeking a Patient Service Representative to guide patients through services, capture demographics in EMR/EDR, schedule appointments, and coordinate referrals. The role emphasizes HIPAA compliance, strong customer service, and accurate insurance processing in a busy clinic environment.

Responsibilities include coordinating prior-authorizations, collecting payments, answering calls, and ensuring a smooth patient experience across service lines.