PATIENT SERVICE REPRESENTATIVE (WALTHAM)

Charles River Community Health; Waltham (MA); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Disability Insurance

Paid Time Off

Flexible Spending Account

Employee Assistance Program

Tickets at Work

Health Reimbursement Arrangement

Travel Reimbursement

Professional Development

Internal Promotion

Job summary

Charles River Community Health in Waltham, MA seeks a Patient Service Representative to support day-to-day operations, improve patient service experiences, and facilitate services across clinical departments. This role reports to the Site Director and requires strong customer service, empathy, and teamwork to maintain access and satisfaction.

Responsibilities include greeting patients, scheduling medical and dental visits, communicating delays, managing inquiries, and assisting with payment

Qualifications

• At least 3 years of health care experience and customer service in outpatient settings.
• Willingness to work onsite at the Waltham, MA location.
• Experience with Outlook, EMR, and scheduling systems; bilingual preferred.

Responsibilities

• Greet and welcome patients; provide consistently positive customer service.
• Coordinate appointments across Medical, Dental, and Behavioral Health teams.
• Cross-train to cover department needs within three months.
• Communicate delays and manage patient inquiries via portal, calls, and walk-ins.
• Ensure proper payments and paperwork for services; assist with billing.

Skills

Healthcare experience

Customer service

Outpatient setting

Onsite work

Tools

Outlook

EMR systems

Registration systems

Scheduling systems

Job description

CLASSIFICATION/STATUS: Non-Exempt, Full Time, Permanent

IMMEDIATE SUPERVISOR: Site Director

SUPERVISORY RESPONSIBILITIES: None

SALARY BAND: 1 ($20-$26 /HR)

Who You Are

YOUR ROLE & IMPACT

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The? Patient Service Representative, under the supervision of the Site Director, will assist in the day-to-day operations and planning of the Patient Service team, enhance patient service experience and engagement, and facilitate patient services across all clinical departments. To ensure excellent service standards, the Patient Service Representative will respond efficiently to patient inquiries and maintain a high level of customer satisfaction.

Your Responsibilities

• As a member of the Community Support Service team, ensure that all interactions between Administration, Patient Service operations, and patients are professional, helpful, provide empathy and create an atmosphere of CRCH being a safe and welcoming place for all community members that enter, call, or seek our services.
• Greet and welcome patients and visitors to the health center.
• Provide consistently positive customer service.
• Cross-train to cover all department needs within three months of hire, including check-out.
• Work closely with Medical, Dental, and Behavioral Health Providers, Nurses and Medical Assistants to inform patients about delays and waiting times.
• Ensure all patient requests for appointments are responded to in a timely manner, including from the patient portal, voicemails, calls, and walk-ins.
• Listen to customer feedback and resolve any issues or conflicts.
• Collaborate with the Health Benefits Department and follow their booking guidelines to help patients who are inactive and ensure that departmental workflows are followed appropriately.
• Collaborate and work closely with in-house Call Center.
• Ensure that patients have an approved plan in place before or at the time of the visit.
• Schedule patients for Medical and Dental appointments.
• Inform all patients of necessary payments prior to appointment and collect payment before services are provided.
• Generate appropriate paperwork to ensure billing for services.
• Be flexible and available to cover staffing needs across both health center sites (Brighton and Waltham) when other staff are not available as assigned by Site Director, Team Lead, or designee.
• Show capacity and willingness to collaborate across all departments, creating strategic solutions for both colleagues and patients. Maintain a positive work environment.
• All other duties, tasks, and responsibilities assigned/approved by the Site Director, Team Lead, or designee.

Your Qualifications, Competencies, Traits

• At least 3 years of health care experience, customer service experience, and experience in outpatient clinical setting.
• Models exceptional customer service for staff; ability to show each and every patient they matter, and that their needs are important. Must exhibit empathy and humility.
• Must be willing to work onsite at Waltham, MA location.
• Ability to problem solve in the moment and debrief with Site Director and Team Lead.
• Familiar with Outlook, Electronic Medical Programs, registration and scheduling systems.
• Accurate and responsible when dealing with co-payments, deductibles and other payment transactions.
• Ability to learn and keep up-to-date of all medical insurances.
• Must be willing to train throughout all departments and provide cross-departmental coverage as needed.
• Preferred Bilingual English/Spanish or English/Portuguese.

WHO WE ARE & WHAT WE DO

Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 14,000 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing customer service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Patient Service Representative rewarding and impactful! You will also find a partner in your career path goals and trajectory!

Our Benefits & Perks

• Medical & Dental Insurance
• Short & Long-term Disability Insurance
• Generous Paid Time Off
• Flexible Spending Account
• Employee Assistance Program
• Tickets at Work
• Health Reimbursement Arrangement
• Travel Reimbursement
• Professional Development Opportunities
• Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services.

CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.