Patient Services Representative

Apreehealth; Richmond (VA); On-site; USD 10,000 - 60,000; Full time

Job summary

As a leading healthcare organization, Apreehealth is looking for a Patient Services Representative in Richmond, VA. The ideal candidate will collaborate with the clinical team to ensure exceptional patient experiences, manage appointments, and handle customer inquiries with professionalism and empathy. This full-time position offers a dynamic work environment where flexibility and communication are key.

Qualifications

• 1-2 years’ experience in a customer service setting, preferably in a medical office.
• Proficient in computer skills with the ability to type a minimum of 45 WPM.
• Advanced phone skills for effective communication.

Responsibilities

• Welcomes and greets patients/clients/visitors to the clinic.
• Schedules appointments and manages patient information in the EMR.
• Answers numerous phone calls, maintaining high customer service.

Skills

Interpersonal skills

Communication skills

Customer service

Problem-solving

Flexibility

Detail-oriented

Education

High School diploma or GED

Associate Degree or higher

Tools

EMR

MS Office Suite

Job description

Clinical Support • Full time, Richmond, VA

apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.

Job Description Summary

The Patient Services Representative is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude.

Job Description Summary

The Patient Services Representative is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude.

How will you make an impact & Requirements

Patient Service Representative

Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison between internal / external departments and the care center, with the goal of fostering an environment that promotes patient comfort and trust.

Position Qualifications/Essential Functions:

• Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s)

• Maintains great customer service at all times and resolves conflict and issues at the time they occur

• Schedules appointments for patients and updates any patient information in the EMR as needed

• Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership

• Performs day-to-day administrative functions and general office duties

• Collects and processes payments at time of service

• Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a multi-line system while maintaining a high level of customer service

• Contacts insurance companies or other associated companies as needed for patient care. Verifies patient eligibility for clinical services and insurance, collects patient copay when appropriate

• Attends and participates in team meetings and huddles. Collaborates in developing team priorities

• Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed

• Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality

• Must exercise the utmost diplomacy and tact to provide excellent customer service to patients

• Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements

• Manages office supplies while being fiscally responsible

• Performs other duties as assigned

Additional Qualifications:

• Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner

• Additional language abilities are preferred.

• Willingness to work a variety of shifts, including early mornings, evenings and weekends

• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards

• Intermediate computer knowledge and skills

Education/Experience:

• High School diploma or GED required

• Associate Degree or higher is preferred

• Minimum 1-2 years’ experience working in a customer service setting, medical office preferred

• Answering multiple phone line system in highly confidential environment

• Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM

Demonstrated Attributes:

• Exceptional interpersonal customer service skills

• Exceptional verbal and written communication skills

• Ability to maintain professionalism at all times when working with staff, patients, and clients

• Must demonstrate cultural sensitivity and the ability to work with diverse people groups

• Ability to multi-task and work well under pressure with minimal supervision

• High attention to detail and ability to problem solve using critical thinking skills

• Must be flexible and accommodate the changing needs of the clinic

• Demonstrate an understanding of and commitment toThe Vera Way by practicing its key componentsof empathetic listening, mindfulness, continuous learning,a coach approach, innovation,adaptability andresiliencewith all members of Vera's staff, clients and patients

Employee Health Requirements:

• Documentation of Hep B vaccination or proof of immunity (titer).

• Documentation of proof of a negative TB test in the last 12 months beforestart-date.

• We require CPR certification (BLS) pre-hire and ongoing

• Documentation of annual influenza and COVID-19 vaccinations in compliance with company policy

Compensation: $18-$23/hr. & bonus eligible