Patient Services Representative

nlccwi; Marinette (WI); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life & disability

Health Savings Account

Paid Time Off

403(b) with company match

Flexible Spending Accounts

Vision insurance

Tuition reimbursement

Job summary

NorthLakes Community Clinic is seeking a Patient Service Representative to guide patients through services, verify coverage, collect payments, and coordinate referrals. You will greet patients, enter demographics in EMR/EDR, and schedule appointments while ensuring HIPAA compliance and high-quality service.

This role requires strong customer service and multi-tasking in a busy clinic setting, with benefits and a team-focused environment. Training will cover HIPAA and business etiquette.

Qualifications

• High school diploma or equivalent plus either a college/technical certificate or a short credential and/or related experience.
• Previous Customer Service experience is required.
• CPR Certification must be current or obtained within the first six months of employment.

Responsibilities

• Creates a welcoming environment for patients and visitors by greeting them and directing to the appropriate location.
• Uses EMR/EDR to capture patient demographics and schedule services.
• Processes internal and external referrals for department/site needs.
• Coordinates prior-authorizations based on insurance guidelines.
• Verifies insurance eligibility by checking portals for current status.
• Collects payments and reconciles daily cash reports.
• Answers calls, directs inquiries, or creates a telephone note for follow-up.
• Manages automated reminders and conducts reminder calls as needed.
• Explains clinic services and directs patients to appropriate resources.
• Cross-trains in front desk duties; participates in training on HIPAA and customer service.

Skills

Customer service

EMR/EDR navigation

Communication

CPR certified

Education

High school diploma or equivalent

Certificate from college or technical school

Tools

EMR/EDR systems

Patient Portal

Insurance portals

Job description

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

Various voluntary benefits:

• 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 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.

At NorthLakes Community Clinic , our organizational competencies highlight the behaviors and values that guide how we work and provide a shared foundation for performance, development, and growth throughout an employee's career with us.

NorthLakes Community Clinic Organizational Competencies

• Mission Driven - Advances the organizational mission, vision and values in executing job 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