Healthcare Customer Service Representative

2 weeks ago

Syracuse, New York, United States Planned Parenthood of Central & Western New York Full time

Job Type: Full-time

Description: The Patient Services Specialist plays a vital role in the operations of Planned Parenthood of Central and Western New York (PPCWNY), an organization dedicated to safeguarding and delivering healthcare and education that empowers individuals and families.

At PPCWNY, we value diversity and inclusion, and we are committed to recruiting exceptional staff who reflect the communities we serve. Our goal is to cultivate leaders who can thrive in a diverse and global environment.

Key Responsibilities:

  • Welcome patients, visitors, and colleagues with warmth and professionalism.
  • Efficiently manage telephone communications, including answering calls, screening inquiries, and delivering messages.
  • Address patient concerns promptly and confidentially, ensuring a caring approach.
  • Maintain a tidy and organized workspace, upholding patient confidentiality in accordance with HIPAA regulations.
  • Schedule, confirm, and reschedule patient appointments efficiently.
  • Verify and/or create patient demographic and insurance information in the Electronic Practice Management System (EPM) to ensure accurate billing.
  • Generate necessary consents in EPM, including requests for medical services and payment arrangements.
  • Confirm insurance eligibility and coverage prior to service delivery.
  • Request identification and insurance details from patients as per organizational policy.
  • Utilize Phreesia for patient check-in and registration.
  • Assess patients for placement on a Discount Fee Schedule and gather income information as needed.
  • Assist patients in completing insurance forms and obtaining necessary documentation for program eligibility.
  • Collect payments and inform clients of any outstanding financial responsibilities.
  • Provide emergency contraceptives and birth control supplies in line with company policies.
  • Review charges for accuracy and completeness, entering client visit data into EPM.
  • Follow established cash handling procedures.
  • Process medical records requests as directed.

Accountability:

  • Deliver exceptional customer service to all patients and visitors.
  • Travel to various sites as needed to cover for absent staff.
  • Participate in the agency's Compliance, Quality, and Risk Management programs.
  • Engage in staff meetings and assist in training new employees.
  • Contribute to affiliate initiatives and strive to meet productivity and customer service goals.
  • Respect and acknowledge the diverse backgrounds and needs of all clients.

Qualifications:

  • High School Diploma or GED preferred.
  • 1-3 years of experience in healthcare or medical billing preferred; customer service experience is a plus.

Knowledge, Skills, & Abilities:

  • Ability to handle client information with discretion.
  • Strong organizational skills and ability to manage multiple tasks.
  • Excellent customer service and communication skills.
  • Proficiency in MS Office (Word, Excel, Email) and ability to navigate multiple computer screens.
  • Capacity to work independently and flexibly.
  • Reliable transportation and a valid driver's license.
  • Experience serving diverse populations and proficiency in languages such as Spanish, Nepali, Arabic, or Swahili is preferred.

Physical Requirements:

Ability to perform essential functions with or without accommodation and travel to various agency locations as assigned.

Benefits & Compensation:

PPCWNY is committed to equitable compensation practices. The pay for this position ranges from $16.50 to $19.18 per hour, determined by experience and other factors. We offer a comprehensive benefits package, including generous Paid Time Off, paid holidays, and affordable medical, dental, and vision options.

PPCWNY is an equal opportunity employer, welcoming applicants from diverse backgrounds and experiences.

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