Patient Support Representative

Appalachian Mountain Health; Robbinsville (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Appalachian Mountain Health in Robbinsville, NC seeks a Patient Support Representative to serve as front desk contact for patients, providers, and third parties.

Responsibilities include screening calls, scheduling appointments, handling registrations, collecting payments, verifying insurance, and maintaining EHRs with accurate notes.

Qualifications

• Communicate clearly with patients and staff via phone and in person.
• Maintain accurate EHR notes for every contact and visit.
• Verify and update patient information as needed.
• Utilize payer information to schedule and coordinate preventive care.
• Triaged inquiries and routed to clinical staff when appropriate.

Responsibilities

• Answer screening calls and prioritize/tactfully de‑escalate when needed.
• Return calls from clients, providers, and third parties promptly.
• Refer clinical questions to appropriate staff for triage.
• Schedule and confirm appointments; greet and register patients.
• Provide a welcoming first impression of the organization.
• Check in clients and complete full registration; collect payments as required.
• Verify insurance information and maintain documentation.

Skills

Phone screening

De-escalation

Customer service

Appointment scheduling

EHR documentation

Insurance credentialing knowledge

Tools

EHR system

Job description

JOB SUMMARY

Patient Support Representative/ “Front Desk” works in the office as a general point of contact for all clients, providers, and third parties contacts.

Description

Patient Support Representative/ “Front Desk” works in the office as a general point of contact for all clients, providers, and third parties contacts.

Key Responsibilities

• Answering screening prioritizing and delegating large amounts of telephone inquiries in a friendly professional manner including de-escalation skills for clients with behavioral health needs.
• Returning client, provider and third party calls in a timely manner.
• Referring client inquiries of a clinical nature to the appropriate clinical staff for triage.
• Scheduling appointments.
• Provide a welcoming first impression of the organization.
• Client check in and complete full registration process.
• Experience with verifying client insurance is preferred but not required.
• Collecting payments.
• Verifying insurance information.

Requirements

• Sending and following up on messages between client’s and providers/clinical staff members via EHR
• Read through for previous messages/encounters related to patient inquiry to clearly and efficiently communicate with patient and staff.
• Maintaining electronic health records (EHR) and documenting each point of contact within the EHR.
• Verifying information on file and updating said information as necessary.
• Using data and client registries to outreach to patients in need of preventive care and follow-up for chronic conditions.
• Utilizing working knowledge of up-to-date insurance credentialing information to correctly schedule appointments.
• As appropriate, triaging phone calls and following up on client’s requests.