Patient Service Representative

Mosaic Health; Norcross (GA); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking healthcare organization as a Patient Service Representative, where you'll be the first point of contact for patients seeking care. This role emphasizes exceptional customer service and effective communication skills, ensuring patients feel welcomed and supported. You will collaborate closely with clinical teams to facilitate seamless patient experiences, manage appointments, and handle inquiries with professionalism. With a focus on patient comfort and trust, this position offers a unique opportunity to make a meaningful impact in the community while working in a dynamic environment that values flexibility and teamwork.

Qualifications

• 1-2 years' experience in a customer service setting, preferably in a medical office.
• Advanced phone skills and ability to handle multiple calls efficiently.

Responsibilities

• Greet patients and direct them to the appropriate department.
• Schedule appointments and manage patient information in EMR.
• Handle patient payments and insurance verification.

Skills

Customer Service

Conflict Resolution

Communication Skills

Problem Solving

Interpersonal Skills

Education

High School diploma or GED

Associate Degree

Tools

Electronic Medical Records (EMR)

Google Workspace

Job description

Patient Service Representative page is loaded

Patient Service Representative

Apply locations Norcross, GA time type Full time posted on Posted 10 Days Ago job requisition id M10590

Job Description Summary

The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team.

How will you make an impact & Requirements

Patient Service Representative

The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude. Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison between internal / external departments and the care center, with the goal of fostering an environment that promotes patient comfort and trust.

Position Qualifications/Essential Functions:

• Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s)

• Maintains great customer service at all times and resolves conflict and issues at the time they occur

• Schedules appointments for patients and updates any patient information in the EMR as needed

• Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership

• Performs day-to-day administrative functions and general office duties

• Collects and processes payments at time of service

• Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a multi-line system while maintaining a high level of customer service

• Contacts insurance companies or other associated companies as needed for patient care. Verifies patient eligibility for clinical services and insurance, collects patient copay when appropriate

• Attends and participates in team meetings and huddles. Collaborates in developing team priorities

• Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed

• Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality

• Must exercise the utmost diplomacy and tact to provide excellent customer service to patients

• Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements

• Manages office supplies while being fiscally responsible

• Performs other duties as assigned

Additional Qualifications:

• Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner

• Additional language abilities are preferred.

• Willingness to work a variety of shifts, including early mornings, evenings and weekends

• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards

• Intermediate computer knowledge and skills

Education/Experience:

• High School diploma or GED required

• Associate Degree or higher is preferred

• Minimum 1-2 years’ experience working in a customer service setting, medical office preferred

• Answering multiple phone line system in highly confidential environment

• Computer proficient (Google Workspace and EMR) with the ability to type a minimum of 45 WPM

Demonstrated Attributes:

• Exceptional interpersonal customer service skills

• Exceptional verbal and written communication skills

• Ability to maintain professionalism at all times when working with staff, patients, and clients

• Must demonstrate cultural sensitivity and the ability to work with diverse people groups

• Ability to multi-task and work well under pressure with minimal supervision

• High attention to detail and ability to problem solve using critical thinking skills

• Must be flexible and accommodate the changing needs of the clinic

• Demonstrate an understanding of and commitment toThe Vera Way by practicing its key componentsof empathetic listening, mindfulness, continuous learning,a coach approach, innovation,adaptability andresiliencewith all members of Vera's staff, clients and patients

Employee Health Requirements:

• Documentation of Hep B vaccination or proof of immunity (titer).

• Documentation of proof of a negative TB test in the last 12 months beforestart-date.

• We require CPR certification (BLS) pre-hire and ongoing

• Documentation of annual influenza and COVID-19 vaccinations in compliance with company policy

Compensation: $18-$23/hr. & bonus eligible

About Us

Mosaic Health: Who we are

Mosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. The Business Units which comprise Mosaic Health are multi-payer and serve nearly one million consumers across 19 states, providing them with access to high quality primary care, integrated care teams, personalized navigation, expanded digital access, and specialized services for higher-need populations. Through Mosaic Health, health plans and employers have an even stronger care provider partner that delivers affordability and superior experiences for their members and employees, including value-based primary care capacity integrated with digital patient engagement and navigation. Each of the companies within Mosaic Health provide unique offerings that together promise to improve individuals' health and wellbeing, while helping care providers deliver higher quality care. For more information, please visit www.mosaichealth.com or follow Mosaic Health on LinkedIn .

Mosaic Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.

If you require an accommodation for the application or interview process, please let us know and we will work with you to meet your needs.Please contact [e-mail] for assistance.