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Patient Service Representative

2 months ago

Lawrence, Kansas, United States Heartland Community Health Center Full time
About the Role

We are seeking a highly skilled and compassionate Patient Service Representative to join our team at Heartland Community Health Center. As a key member of our healthcare team, you will play a vital role in ensuring that patients have a positive experience from their first point of contact to their final interaction.

Key Responsibilities
  • Patient Interaction & Experience
    • Greet patients and visitors in a friendly and professional manner.
    • Assist patients with check-in and check-out processes.
    • Answer phone calls and respond to patient inquiries regarding appointments, services, and general information.
    • Address and resolve patient complaints or concerns promptly and professionally.
    • Provide information about the healthcare facility's services, policies, and procedures.
    • Facilitate communication between patients and clinical staff to ensure a smooth experience.
    • Ensure that services are accessible to all patients.
    • Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
    • May respond to crisis phone calls or interactions and will need to connect to crisis services.
    • Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
    • Ensure that information provided to patients is accurate and complete.
  • Appointment Scheduling
    • Schedule and confirm patient appointments, ensuring optimal utilization of the provider's template.
    • Coordinate with clinical staff to accommodate urgent appointments, triage and walk-ins.
    • Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
  • Patient Records Management
    • Maintain and update patient records in the electronic health record (EHR) system upon patients arrival.
    • Ensure accuracy and confidentiality of patient information in compliance with HIPAA regulations.
  • Insurance and Billing
    • Verify patient insurance information and assist with pre-authorization processes.
    • Collect co-pays, deductibles, and other payments, providing receipts and handling financial transactions.
    • Assist patients with basic billing questions and connect with billing department to resolve any discrepancies.
  • Administrative Duties
    • Prepare and manage patient paperwork, including consent forms, medical histories, and insurance documentation.
    • Perform general office duties such as filing, faxing, scanning, and mail distribution.
    • Keep the waiting and reception areas clean and organized.
Requirements
  • High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
  • Previous experience in a healthcare setting or patient service role preferred.
  • Completion of Mental Health First Aid Certificate within 90 days of hire.
  • Excellent interpersonal and communication skills.
  • Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
  • Strong organizational skills and attention to detail.
  • Ability to handle sensitive and confidential information.
  • Problem-solving skills and the ability to work under pressure.
Working Environment
  • Fast-paced medical office environment.
  • Regular interaction with patients, medical staff, and insurance companies.
  • This role may be exposed to infections and contagious diseases.
  • This role is subject to interruptions.
  • This role completes tasks that are performed in close physical proximity to other people.
  • This role requires working indoors in environmentally controlled conditions.
  • This role requires de-escalation skills.
Physical Requirements
  • Moves equipment weighing up to 25 pounds.
  • Moves throughout the building to meet with employees, patients, or visitors.
  • Must be able to remain in a stationary position during shift.
  • Ability to read, write, and speak English.
  • Frequent communication with patients about their experience at the health center. Must be able to exchange accurate information in these situations.
  • Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
  • Adhere to process protocol or procedures.