Healthcare Customer Service Associate

2 weeks ago


Manchester, New Hampshire, United States Catholic Medical Center Full time
Job Title: Healthcare Customer Service Associate

POSITION SUMMARY:
The Healthcare Customer Service Associate serves as a vital point of contact for patients, providing comprehensive clerical support in a healthcare environment.

This role encompasses a variety of responsibilities at the front desk, including welcoming and registering patients, managing phone communications, scheduling appointments, entering patient information, retrieving and updating medical records, collecting payments, and performing general administrative tasks in alignment with industry standards and organizational policies.


KEY RESPONSIBILITIES:
Under the guidance of the Practice Manager and in accordance with established protocols, the incumbent will undertake the following essential duties:

  • Manage daily charge submissions for incoming patients and coordinate the provider's schedule.
  • Welcome and register patients, ensuring timely notification to medical staff upon patient arrival.
  • Confirm current address, insurance details, and emergency contacts.
  • Secure patient signatures on registration forms and annual updates.
  • Photocopy and input patient demographic and insurance information accurately.
  • Address patient inquiries and complaints effectively, escalating to the Office Coordinator or Practice Manager as necessary.

  • Handle incoming calls, taking messages when appropriate.
  • Scan documents and organize them into patient records following established guidelines.
  • Facilitate patient access to electronic health records and respond to inquiries via phone or email.
  • Document interactions in patient charts according to office protocols.
  • Utilize company procedures for referrals and coordinate specialist appointments, hospital tests, and lab work.

  • Assist with patient discharges from the office.

  • Collect payments and process charges at the time of service.
  • Balance daily transactions and complete control tickets.

  • Maintain provider schedules to ensure efficient appointment management.

  • Confirm appointments for the daily schedule.

  • Communicate professionally with colleagues, management, and patients.
  • Uphold confidentiality regarding all employee, legal, client, and budget matters.
  • Contribute to the development and implementation of systems that enhance patient registration accuracy.

  • Propose recommendations to improve patient care efficiency and administrative operations.

  • Assist in training new employees on office functions, sharing essential information, and effectively teaching tasks.

  • Open, sort, and distribute incoming mail to appropriate staff members.
  • Review incoming reports for duplicates and ensure relevant information is scanned into the electronic medical record for provider review.
  • Prepare outgoing mail and deliver paper records as requested.

  • Process the release of medical information in compliance with regulatory requirements, ensuring adherence to federal and state laws.

  • Calculate fees and generate invoices for requested information releases.

  • Safeguard the confidentiality of patient information.

Adhere to HIPAA guidelines and state laws regarding information release, while maintaining knowledge of standards set by regulatory bodies concerning medical documentation.


Education:
High school diploma or equivalent required.

Experience:
Two to three years of experience in a healthcare setting performing similar clerical, billing, or insurance processing tasks.

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