Patient Services Representative

NorthLakes Community Clinic; Marinette (WI); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical and dental insurance

Employer paid life and disability

Health Savings Account contribution

Flexible Spending Accounts

PTO, holidays, and leave bank

403(b) with 4% match

Job summary

NorthLakes Community Clinic is seeking a Patient Service Representative to guide patients through clinic services, collect demographics, and coordinate scheduling and referrals. The role focuses on reducing barriers to care and ensuring smooth patient flow within the service line.

The candidate should have a high school diploma or equivalent, CPR certification within six months, and prior customer service experience. Salary begins at $20.45 per hour, with full-time benefits.

Qualifications

• High school diploma or equivalent and related certificate or experience.
• CPR certification current or obtained within six months of hire.
• Prior customer service experience required.

Responsibilities

• Greet patients and direct them to appropriate locations.
• Capture demographics and schedule appointments in EMR/EDR.
• Process referrals and coordinate with departments.
• Coordinate prior-authorizations per insurance guidelines.
• Verify insurance eligibility via portals.
• Collect payments and reconcile daily cash reports.
• Answer calls and route inquiries to staff.
• Manage reminder responses and follow-ups with patients.
• Explain clinic services and direct patients to resources.
• Cross-train across front desk duties.
• Participate in training on HIPAA and customer service.

Skills

Customer Service

HIPAA knowledge

EMR navigation

Communication

Education

High school diploma or equivalent

One-year certificate from college/tech school

CPR certification (within 6 months)

Tools

EMR/EDR systems

Patient Portal

Insurance Portals

Reminder Call System

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, visionand values inexecuting 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 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.