Patient Services Representative – Attleboro, Hull, Quincy and Taunton

Manet Community Health Center; Quincy (MA); On-site; USD 35,000 - 50,000; Full time

Job summary

Manet Community Health Center is looking for a Patient Services Representative to manage calls and appointment schedules while ensuring quality patient customer service. This role requires a High School Diploma, with a preference for an Associate’s Degree, and 2-3 years of relevant experience in customer service or healthcare. The ideal candidate should have strong communication skills, be detail-oriented, and ideally be multi-lingual. Flexibility in schedule and reliable transportation is necessary as the role may involve travel between locations.

Qualifications

• Minimum of 2-3 years relevant work experience in customer service, preferably in a healthcare setting.
• Familiarity with health insurances, managed care requirements, and state assistance programs is a plus.
• Must be able to read and write in English.

Responsibilities

• Manage calls, inquiries, and appointment schedules for patient customer service.
• Collect mandatory patient information for accurate demographic entries.
• Coordinate patient information related to the Sliding Fee Scale program.

Skills

Customer service skills

Interpersonal skills

Communication skills

Attention to detail

Problem-solving skills

Multi-Lingual (Cantonese, Mandarin, Arabic, Portuguese, Spanish)

Education

High School Diploma

Associate’s Degree

Tools

Computer proficiency

Data entry

Job description

Patient Services Representative – Attleboro, Hull, Quincy and Taunton

Core Responsibilities

• Manages calls, inquiries, and appointment schedules to ensure quality and timely patient customer service.
• Collects mandatory patient information to ensure accurate demographic entries.
• Coordinates patient information collection related to Sliding Fee Scale program.
• Obtains needed insurance referral and/or authorization for services.
• Verifies current patient insurance eligibility and benefits to ensure accurate and timely remittance.
• Responsible for scanning of documents, consults, letters and other written materials that need to go to Medical Records.
• Connects patient to Navigators/Financial Counselors to assist with financial concerns or inability to pay.
• Ensures accurate and timely information exchange with clinical staff.
• Encourages patients to register for Patient Portal and assist with the process.
• Disseminates and collects patient satisfaction survey and/or other data for routine reporting.
• Maintains patient waiting areas and front‑desk areas in a manner that is organized, neat and clean.
• Maintains signage and clarity of information displayed in reception area. Monitors audio or visual images for appropriate programming and volume levels to ensure a non‑intrusive and calming environment.
• Informs patient of any existing balance noted in their account.
• Exercises problem‑solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
• Attends scheduled department staff and clinical meetings.
• Practices confidentiality and privacy protocols in accordance to Manet policies and HIPAA requirements.
• Acts as a liaison between the patient and other areas to ensure optimal flow and service delivery.
• Must be flexible in work schedule and location, as work hours and location may vary based upon business needs.
• Must possess reliable transportation as travel to, from and between work locations may be required.
• Performs other duties as may be required. Other responsibilities will vary by practice and may include, but are not limited to: Check out, Schedules necessary follow‑up appointments. Provides patient with any relevant educational materials / patient care summary as indicated.
• Contacts the appropriate departments when repairs or services are needed and follows through on these tasks. Monitors and supports patients and visitors entering and leaving the practice.

Minimum Skills, Experience and Educational Requirements

• High School Diploma required. Associate’s Degree Preferred.
• Minimum of 2‑3 years’ relevant work experience in customer service or related field, preferably in a medical or health care setting.
• Should have familiarity with health insurances, managed care requirements and state assistance programs.
• Must possess excellent interpersonal and communication skills.
• Must be able to read and write English.
• Requires great attention and ability to exercise sound judgement.
• Ability to listen effectively.
• Requires demonstrated proficiency with computers and data entry.
• Commitment to service excellence is a must.
• Bi‑lingual/Multi‑Lingual a plus. Cantonese, Mandarin, Arabic, Portuguese or Spanish language skills preferred.

Required Certifications and Licenses

None

Critical Demands of the Job

• Manages multiple requests and prioritizes appropriately;
• Ability to function in a fast paced setting with a variety of patients and staff;
• Attention to details and prompt follow up;
• Includes walking and standing for long periods of time, sitting for short periods of time, hand dexterity, clear hearing and speaking ability. Must be able to lift a maximum of 1/3 of their body weight;
• Excellent organizational and interpersonal skills.

Working Conditions

• Works in well‑lighted environment with comfortable surroundings.
• Stressful at times due to competing demands, including attention to multiple patients and staff.

Required Availability

May be required to work a rotating schedule as the department requires. This includes evenings, holidays, and weekends.