Patient Services Representative

Cornerstone Family Healthcare; City of Middletown (NY); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Competitive salaries

Health Benefits

Retirement plan

Paid Time Off

Sick Time

Flexible Spending

Dependent Care

Paid Holidays

Job summary

Cornerstone Family Healthcare in Middletown, NY is seeking a full-time team member with bilingual Spanish and English communication skills. The role focuses on front-desk customer service, patient registration, appointment scheduling, and insurance verification within a caring health center.

Responsibilities include greeting patients, handling calls with courtesy, collecting payments, maintaining waiting-area standards, and coordinating referrals and follow-ups in the EMR system.

Qualifications

• High School Diploma or GED.
• Bilingual Spanish and English.
• Willingness to travel to Pine Bush and Port Jervis for coverage.

Responsibilities

• Greets all patients promptly upon entering the patient waiting area.
• Uses phone etiquette, treating callers with courtesy and respect.
• Monitors waiting area cleanliness and orderly condition.
• Notifies supervisor of extended wait times.
• Schedules, changes, and cancels appointments as needed.
• Verifies scheduled appointments and supports patient registration.
• Participates in the departmental patient registration process.
• Verifies patient information and insurance details at visits.
• Collects copayments and visit payments at registration.
• Makes referrals to the Patient Billing Coordinator when needed.
• Supports care team with referrals, tracking notes, and follow-up in EMR.
• Ensures referrals are reported monthly to the Referrals Supervisor.
• Maintains confidentiality of patient information and center operations.
• Attends required meetings and performs related duties as assigned.

Skills

Customer service

Phone etiquette

Bilingual (Spanish and English)

Education

High School Diploma or GED

Job description

RATE OF PAY/SALARY: $20.00 per hour

WORK LOCATION(S): Middletown, NY

STATUS: Full-time

CORNERSTONE’S MISSION:

Cornerstone Family Healthcare is a non-profit Federally Qualified Health Center with a mission to provide high quality, comprehensive, primary and preventative health care services in an environment of caring, dignity and respect to all people regardless of their ability to pay. For more than fifty years, Cornerstone has been responsive to meeting the needs of the communities in which we serve with a continued emphasis on the underserved and those without access to health care regardless of race, economic status, age, sex, sexual orientation or disability.

CORNERSTONE BENEFITS:

• Competitive salaries
• I Health Benefits
• I Retirement plan
• I Paid Time Off
• I Sick Time
• I Flexible Spending
• I Dependent Care
• I Paid Holidays

Description of Duties:

Demonstrates excellent customer service skills at all times:

• Greets all patients promptly upon entering the patient waiting area, responds promptly and appropriately to their request.
• Uses appropriate phone etiquette, treating all callers with courtesy and respect.
• Is attentive to all callers placed on hold and diligently monitors time spent on hold.
• Monitors the patient waiting area and ensures that it is kept clean and orderly.
• Notifies the practice manager or Administrator on Duty of patients in the waiting room with an extended wait time.
• Schedules appointments, changes appointments and cancels appointments as needed.

• Verifies scheduled appointments when a patient presents as an appointment/walk in to ensure that they still want/need other scheduled appointments.
• Participates in the departmental patient registration process

CORNERSTONE policies and procedures:

• Verifies patient information at each visit and makes necessary updates in the practice management system.
• Ensures that required documentation is collected for each patient; photo identification, insurance information, birth certificate (pediatrics), etc.
• Scans registration documents, patient identification, insurance card and other required documentation to the practice management system.
• Verifies insurance eligibility and PCP for each patient at every visit and accurately enters into the practice management system. Is knowledgeable about different types of insurance and their general rules (i.e. PPO/HMO and PCP/referral rules).
• Collects copayments and visit payments at the time of registration.
• Makes appropriate referrals to the Patient Billing Coordinator for patients who cannot pay their copayment.

Participates as part of a Care Team, including but not limited to:

• Alerting the Care Team of any potential barriers (anticipated insurance, financial issues, etc.) that may cause delays or difficulties during the day.
• Participates in Quality Improvement activities with the Care Team or department.
• Follows up on referrals for assigned provider, tracking consultation notes until they are received, documenting appropriate follow up in EMR and calling patients/specialists when necessary. Completes referrals in EMR when consultation notes have been received.
• Completes referral reporting on a monthly basis and submits to the Referrals Supervisor
• Provides patients with information regarding specialty referrals and assists with making appointments as needed.
• Monitors provider schedule on a daily basis, ensuring that all visits have been completed or marked as a DNKA at the end of the day.
• Completes all DNKA follow up with the patient and documents appropriately in EMR.
• Confirms appointments for the following day’s appointments.
• Administers the requisite amount of Patient Satisfaction Surveys

Remains knowledgeable about the Sliding Fee Scale (SFS):

• Is knowledgeable about the SFS policies and required documentation.
• Offers sliding fee scale to patients with no insurance.
• Follows CORNERSTONE policies and procedures to qualify patients for the SFS as necessary.

• Provides cross coverage in other departments as assigned.
• Maintains confidentiality of all aspects of the center including, but not limited to, patient confidentiality, financials, and employee relations.
• Attends and participates in monthly department, All Staff and other required meetings.
• Perform other related duties as assigned

Requirements

• High School Diploma or GED
• Bilingual (Spanish and English)
• Ability to travel to Pine Bush and Port Jervis for coverage.