Patient Service Representative II- Medical

Western North Carolina Community Health Services; Asheville, Town of Hempstead (NC, NY); On-site; USD 35,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Service Representative II to enhance the patient experience at their health center. This full-time role involves welcoming patients, managing appointments, and ensuring efficient operations at the front desk. Ideal candidates will possess strong customer service skills and the ability to communicate effectively with diverse populations. Join a team that values compassion and professionalism, and enjoy a supportive work environment with excellent benefits, including health plans and opportunities for career growth. If you are passionate about making a difference in healthcare, this role is perfect for you.

Benefits

Competitive Health Plans

Paid Holidays

Accrued PTO

Employee Assistance Network

Retirement Savings with Match

Employer Paid Disability Insurance

Life Insurance

Student Loan Forgiveness

Qualifications

• At least one year in a customer-facing role in any service-related industry.
• Experience in a medical office setting is preferred.

Responsibilities

• Register patients and assist with appointment check-in and eligibility verification.
• Maintain a clean and organized reception area while facilitating patient flow.

Skills

Customer Service

Bilingual (English/Spanish or English/Russian)

Attention to Detail

Basic Computer Literacy

Education

High School Diploma or Equivalent

Tools

Electronic Medical Record (EMR)

Job description

Location: Minnie Jones Health Center

257 Biltmore Avenue

Job Id:588

# of Openings:1

Are you passionate about the patient experience?

Western North Carolina Community Health Services (WNCCHS) is a Federally Qualified Health Center (FQHC). We are looking for a friendly and welcoming individual who enjoys patient interaction for a full-time role as Patient Service Representative II (PSR II). The PSR II works at the front desk and is the primary greeter for patients and visitors entering the facility, creating a welcoming environment. They also assist patients with appointment check-in, registration, eligibility verification, co-payment collection and check-out. They communicate with people of various diverse backgrounds, ensuring all patients are treated in a sensitive and compassionate way.

RESPONSIBILITIES- Includes but not limited to the following:

• Register patients for clinic visits; assist patients who may not be able to read/write to complete the registration form.
• Greets,registersand enrolls all incoming and exiting patients, verifying required identity, insurance and financial information, and soliciting and entering all required information using an electronic medical record.
• Facilitate patient flow and communicate delays with patients and clinical staff.
• Responsible for keeping the reception and patient waiting areas clean and organized.
• Schedule appointments according to established templates. This includes follow-up appointments or rescheduling/cancelling patients as needed.
• Collect visit fees and co-payments from patients.
• Answer questions and provide accurate information to patients and visitors related to services delivered and operational procedures.
• Continuously update the patient electronic health record, paying special attention to Unique Patient Identifiers (UPI), third-party payer data, addresses, and telephone numbers.
• Make legible and complete photocopies of third-party payer identification documents (e.g., Medicare cards). Scan documents into the electronic health record
• Use internal and external databases to verify the patient’s third-party payer coverage for specific dates of service.
• Obtain required signatures from patients or their legal guardians and ensure patients or their legal guardians receive required documents (e.g., Notice of Privacy Practices)
• Answer telephone lines and route telephone calls to appropriate staff; make patient reminder calls as needed.
• Participates in mandatory in-services, drills, staff meetings and other trainings.
• Performs duties in a prioritized, organized, and orderly manner to maximize efficiency and productivity.
• Facilitates the maintenance of a clean, neat and well-organized work area.
• Participates in quality improvement activities by initiating or contributing to monitoring, measuring, analyzing, improving and/or controlling program goals, objectives and/or services.
• Support current incentive, regulatory, and certification requirements (such as MIPS, PCMH and UDS) through documentation, participation in initiatives, and other activities as directed.
• Performs other duties as assigned

QUALIFICATIONS

• At least one year in a customer-facing role in any service-related industry.
• Sliding fee scale experience required.
• High School diploma or equivalent required.
• At least one year in a medical office setting is preferred.
• Bilingual English/Spanish, or English/Russian, is highly desired.

ADDITIONAL SKILLS REQUIRED

• Responsible for determining patient eligibility for sliding fee scale
• Answer questions and provide accurate information to patients and visitors related to sliding fee scale eligibility
• Assist in organizing and facilitating sliding fee scale reporting
• Collect required sliding fee scale supporting documentation from patients and record documentation in the electronic medical record
• Provide support to PSR staff as needed
• Outstanding customer service skills with the ability to give accurate/tactful explanations to visitors, patients and co-workers and remain calm and professional under stressful situations.
• Ability to read, comprehend and apply standard operating procedures.
• Ability to effectively present information by telephone and in one-on-one situations to patients and to staff.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers.
• Ability to apply common sense understanding to carry out written or oral instructions.
• Ability to deal with problems involving several variables in standardized situations.
• Basic knowledge of insurance plans gained through experience or education required.
• Ability to accurately enter information into EMR database required.
• Basic computer literacy and clear writing skills are essential. Medical or dental terminology helpful.
• Effective telephone skills needed to receive/relay and place telephone calls continually throughout the day.
• Ability to articulate information clearly with unhampered conversational skills for communication with a multicultural/multiethnic/multilingual patient community.
• Ability to listen and understand information, direction and ideas presented in spoken words and sentences.
• Excellent attention to detail and accuracy in working on assignments and tasks.
• Accurately recognizes names, detects/avoids errors in scheduling and message taking.

WORK/LIFE BENEFITS

• Competitive health plans for employees and dependents including Medical, Dental, Vision, and Telehealth
• Ten (10) Paid Holidays
• Two (2) Floating Holidays
• Accrued PTO (total of 156 hours 1st year)
• Employee Assistance Network
• 403b Retirement Savings with Match
• Employer Paid Short/Long Term Disability Insurance and Life Insurance
• HRSA and Public Non-Profit Student Loan Forgiveness

CAREER GROWTH BENEFITS

• Monthly Staff Meetings and Training
• Continued Medical Education (CME) & Continuing Education (CEU)

Western North Carolina Community Health Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment, services, programs or activities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Western North Carolina Community Health Services