Patient Services Representative

Northlakes-Community-Clinic; Hayward (WI); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical and dental insurance

403(b) with 4% employer match

PTO and paid holidays

Job summary

NorthLakes Community Clinic is seeking a Patient Service Representative to guide patients through clinic services and help remove barriers to care. The role focuses on welcoming patients, directing them to services, and scheduling appointments with accurate demographic and eligibility data in our EMR/EDR system.

We require prior customer service experience and a HS diploma (or equivalent); CPR certification must be current or obtained within six months of hire.

Qualifications

• High school diploma or equivalent plus either one year certificate from college or technical school; or three months related experience and/or training; or equivalent combination of education and experience.
• Previous Customer Service experience is required.
• CPR Certification must be current or obtained within the first six months of employment.

Responsibilities

• Greet patients and visitors and create a welcoming environment.
• Direct patients to the appropriate location.
• Use EMR/EDR to capture demographics and schedule services.
• Process/coordinate referrals for department/site needs.
• Coordinate prior-authorizations as required by insurance.
• Verify insurance eligibility through portals.
• Collect payments and reconcile daily cash reports.
• Answer calls and direct inquiries to the appropriate staff.

Skills

Customer service

Communication

Education

High school diploma or equivalent

Certification/Training

Tools

EMR/EDR systems

Patient Portal

Insurance Portals

Reminder call system

Job description

Patient Service Representative

Caring for our community starts with you. Join a team that believes everyone deserves care. Candidates must reside within NorthLakes' service area at the time of hire and maintain residency throughout employment. The Patient Service Representative’s main purpose is to navigate patients through Northlakes Community Clinic’s services. The PSR will do this by helping to identify and remove barriers by connecting patients to appropriate resources and/or services they need in order to be successful with overall health and wellness.

Salary begins at $20.45 + per hour depending on experience.

Essential Job Functions

• Creates a welcoming environment for patients and visitors by greeting them when they enter our clinic.
• Directs them to the appropriate location as needed.
• Utilizes EMR/EDR systems to accurately capture patient demographic information and schedule appointments with appropriate services/providers.
• Helps to process/coordinate internal and external referrals as appropriate for department/site needs.
• Coordinates prior-authorizations for patients based on insurance guidelines as required.
• Verifies patient’s insurance eligibility by checking necessary portals for current status.
• Collects payment from patients and reconciles daily cash reports.
• Answers telephone and either responds to inquiry, directs caller to appropriate personnel, or initiates a telephone note for response by appropriate personnel.
• Manages automated reminder responses, and conducts reminder calls to all patients, as needed.
• Is knowledgeable regarding services provided within the clinic and also services provided across the organization.
• Understands how to direct patients to those services.
• Guides the Patient Experience within the clinic’s service line to patients and explains the appropriate process/steps involved.
• Patient Services Representative shall be cross‑trained in the functions of various front desk duties, as some positions may be more specialized than others.
• Participates in training regarding Customer Service, HIPAA, Business Etiquette, Forms, and Department Flows and ensure compliance in day to day operations.
• Other duties as assigned.

Qualifications and Education Requirements

• High school diploma or equivalent plus either one year certificate from college or technical school; or three months related experience and/or training; or equivalent combination of education and experience.
• Previous Customer Service experience is required.
• CPR Certification must be current or obtained within the first six months of employment.

Preferred Skills

• Demonstrated ability to navigate computerized applications associated with job duties. Example: EMR, EDR, VSC, Patient Portal, Insurance Portals, Reminder Call system, etc...
• Demonstrated knowledge of ethics, HIPAA, Business Etiquette, etc. as evidenced by current training certificate of completion.

Required Credentials, Certification, Licensure

None.

Benefit Statement

For full time and part time employees who work 24 or more hours per week we offer a generous benefits package that includes:

• Medical and dental insurance
• Employer paid group term life and disability
• Employer contribution toward Health Savings Account
• Flexible Spending Accounts
• Paid Time Off (PTO), Paid Holidays and Paid Leave Bank
• 403(b) with a 4% employer match
• Vision Insurance
• Supplemental Life, AD&D and Disability
• Tuition reimbursement
• Health and Wellness reimbursement program
• Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
• Partner of HRSA/NHSC loan repayment program

Our Mission

Our Mission is to respond to the healthcare needs of our communities with an integrated array of quality services and actively remove barriers to wellness.

NorthLakes Community Clinic is an Equal Opportunity Employer

All qualified applicants will be considered for employment regardless of age, race, color, creed, religion, sex, sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

All offers of employment are contingent upon successful completion of a criminal background check and references.

NorthLakes Community Clinic Organizational Competencies

• Mission Driven -Advances the organizational mission, visionand values inexecutingjob duties.
• Customer Service - Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.
• Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
• Creativity - Generates new ideas, supports change, provides innovative solutions, solves problems creatively.
• Integrity - Earns the trust and confidence of coworkers and customers through honest communication, ethical behavior and professionalism in all interactions.
• Teamwork - Contributes to meeting team deadlines and responsibilities, listens to others and values opinions, helps team to meet goals, welcomes newcomers and promotes a cooperative team atmosphere.
• Self-Development - Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up‑to‑date, turns mistakes into learning opportunities.
• Job Knowledge - Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Communication - Understand and communicate effectively with others using a variety of contexts and formats, which include writing, speaking, reading, listening and interpersonal skills.
• Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Trauma/Resilience Informed - Understands that trauma is prevalent and resilience can be cultivatedand improved; and operates in a mannerconsistent with these principles.

NorthLakes Community Clinic Overview

NorthLakes Community Clinic is a Federally Qualified Community Health Center that operates 19 clinics in 19 communities throughout 13 counties in Wisconsin. We provide a variety of services based on the needs of the communities that we serve, including primary Medical, Dental, and Behavioral Health. All people are welcome to receive care regardless of their insurance status and ability to pay. For those that qualify we have a Sliding Fee Scale that is based on income. We are deeply involved in our communities providing Dental and Behavioral Health in schools, taking dental care to nursing homes, and working with WIC – Women, Infants, and Children. Since our opening in 2008, we aim to fill the gaps in healthcare and fulfill our vision of healthy, prosperous, engaged communities where everyone thrives. As a Community Health Center and National Health Service Corporation, we promise to : Serve all patients. Offer discounted fees for patients who qualify. Not deny services based on a person’s Race, Color, Sex, National Origin, Disability, Religion, Sexual Orientation, or inability to Pay. Accept insurance including Medicaid, Medicare, and Children’s Health Insurance Program. We are governed by a patient-majority board that meets monthly.