Patient Services Representative

Partnership Health Center; Missoula (MT); On-site; USD 28,000 - 42,000; Full time

Job summary

Partnership Health Center in Missoula, MT seeks a Patient Services Representative to greet patients, register visits, and handle inbound calls in a fast-paced health center. You will verify income, discuss the sliding fee scale, and support billing processes with HIPAA compliance.

You will collaborate with clinical staff, schedule appointments, collect payments, and assist with eligibility screenings while maintaining compassionate customer service in a busy front desk environment.

Qualifications

• Requires high school graduation or GED.
• One year of face-to-face customer service experience; healthcare experience preferred.
• Knowledge of Medicare/Medicaid billing, HIPAA, and sliding fee scale eligibility.
• Ability to learn assigned tasks and manage multiple priorities in a busy environment.
• Strong English communication skills.

Responsibilities

• Greets and registers patients for appointments, screens incoming calls, records messages and routes calls.
• Schedules appointments and enters patient information into the system.
• Prints and distributes daily schedules and makes reminder calls to patients.
• Reviews patient charts for updates, verifies income and payer sources, updates information in charts and the electronic system.
• Interviews patients for financial assistance and explains sliding fee scale and eligibility.

Skills

Customer service

Data entry

English communication

Learn tasks

Education

High school diploma or GED

Tools

Phone systems

Scheduling software

Job description

BARGAINING UNIT: This position will be covered under a Collective Bargaining Agreement (CBA) once negotiations are complete. Until then, the role will follow current organizational policies and procedures. Located halfway between Yellowstone and Glacier National Parks and home to the University of Montana, Missoula is an academic center situated in an outdoor enthusiast's paradise. Depending on the season, you can hike, ski, fish, float rivers, ride mountain bikes, or just sit back and marvel at the surrounding scenery. Join us in scenic, sophisticated, and service-oriented Missoula! Partnership Health Center (PHC), 2019 and 2022 winner of the Employer of Choice Award for Missoula, and 2022 winner of the Montana Employer of Choice Award, offers impeccable, integrated services to over 18,000 individuals and families. A 14-site, Federally Qualified Health Center in Missoula County, PHC fulfills its mission through the provision of a full range of primary care services - medical, dental, behavioral health, and an on-site pharmacy with a dedication to attending to the social determinants of health. Please visit our website to see the amazing benefits you will receive by joining our team such as medical (no cost for employee), dental, and vision insurance, loan forgiveness, retirement plan contributions, and generous paid sick and vacation time. The Partnership Health Center PSR Team engages in department and inter-department celebrations and recognition on a regular basis. Our Call Center PSR team is located on the Partnership Health Center campus. Join a fast-paced and supportive environment answering inbound calls to our health center. In the Creamery building, Dental PSRs work in a close team environment with dental assistants, hygienists, and dentists; Medical PSRs team-up with medical assistants and providers to provide exceptional patient care and experience. Experience in a Call Center or prior work in a dental or medical office is preferred.

DEFINITION:

Performs a variety of clerical and reception duties, including assessing patient income for discounted services at Partnership Health Center (PHC). Provides compassionate, patient-centered service - even in challenging interactions - with professionalism and empathy.

REPRESENTATIVE EXAMPLES OF WORK:

• Greets and registers patients for appointments, screens incoming phone calls, records messages, and routes calls to appropriate departments.
• Schedules appointments and enters patient information into the system according to established protocols.
• Prints and distributes daily schedules, and makes reminder calls to patients.
• Reviews patient charts for required updates, verifies income and payer sources, and updates information in both charts and the electronic system.
• Interviews patients in need of financial assistance and explains the sliding fee scale and eligibility requirements.
• Obtains income documentation, determines eligibility, and assists with setting up payment plans.
• Refers patients to an Eligibility Technician when appropriate for Medicaid, Medicare, or insurance enrollment support.
• Calculates nominal fees and collects payments for visits and outstanding balances.
• Reconciles end-of-day postings with cash on hand, resolves discrepancies, and submits the daily deposit.
• Supports clinical staff as part of a care team through efficient scheduling and coordination.
• Helps facilitate timely patient flow and communicates delays or changes in the schedule to patients.
• Secures facility entrances at the end of the shift and tidies the lobby area to maintain a welcoming environment.

OTHER DUTIES:

• May manage waiting and cancellation lists for assigned care teams.
• May assist patients in completing medical information and forms.
• May provide support with medical records or perform general secretarial duties as needed.
• Performs related work as required or directed.

SUPERVISION RECEIVED:

Works under the general supervision of the Patient Services Supervisor or designee.

SUPERVISION EXERCISED:

None. May explain and review work procedures with work-study students, volunteers or intermittent employees.

WORKING RELATIONSHIPS:

Maintains frequent contact with the general public and staff from other PHC departments to exchange routine information and provide assistance. Regularly collaborates with PHC Finance Office staff for guidance on sliding fee scale calculations and to coordinate patient support efforts. Works closely with members of the provider care team to ensure seamless patient care. This role requires strong interpersonal skills and the ability to remain calm and professional during difficult patient interactions, recognizing that patience and empathy are key to effective communication.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

KNOWLEDGE

• Working knowledge of modern medical office practices and procedures, including computerized scheduling for patient visits.
• Working knowledge of medical terminology.
• Working knowledge of business English, spelling, punctuation and math.
• Working knowledge of the principles and practices of Medicare/Medicaid billing.
• Working knowledge of the principles and practices of HIPAA compliance.
• Working knowledge of the PHC Corporate Compliance Guidelines.
• Working knowledge of PHC’s sliding fee scale eligibility requirements and process.
• Working knowledge of eligibility factors for Medicare and Medicaid.
• Basic knowledge of the rules and regulations of the Affordable Care Act.

SKILLS

• Skill in the use of modern office machines and multi-line phone systems.
• Skill in the use of data entry equipment as demonstrated by basic keyboarding speed (35 WPM).

ABILITIES

• Ability to learn assigned tasks and procedures.
• Ability to perform detailed work in a precise and accurate manner, manage multiple tasks and priorities, work independently and work in a stressful and hectic environment.
• Ability to collect and reconcile large sums of money.
• Ability to use initiative and good judgment and sufficient maturity to handle the confidential aspects of the work.
• Ability to communicate effectively in the English language, orally and in writing.
• Ability to establish and maintain effective working relationships with diverse individuals and groups.
• Ability to always put patients at the center of PHC’s service model and carry out supportive customer service in all duties.
• Ability to work as a part of a team, proactively seeking out ways to help patients and co-workers alike.

MINIMUM QUALIFICATIONS:

An equivalent combination of education and experience may be considered.

EDUCATION:

Requires high school graduation or GED.

EXPERIENCE:

Requires one year of face to face customer service experience. Healthcare experience preferred.

SPECIAL REQUIREMENTS:

Requires immunizations or proof of immunity to certain infectious diseases and a TB test. New employees will be asked to volunteer vaccination status for required vaccines upon hire and will be offered assistance during hiring to receive necessary immunizations. Employees who have not received the vaccines required for their positions or who are unwilling to voluntarily provide vaccination status for required vaccines will receive a reasonable accommodation where such accommodation does not require an undue hardship or endanger the health or safely of any person. Subject to a criminal background check with fingerprinting.

PHYSICAL/ENVIRONMENTAL DEMANDS:

The work requires frequent standing; sitting for lengthy periods of time; occasional light lifting and carrying of files or supplies (up to 20 lbs.). Work may include early morning or evening hours, as well as weekends. The employee may risk exposure to communicable diseases. This position is not eligible for remote work.