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Healthcare Customer Service Specialist

2 months ago

Hornell, New York, United States Oak Orchard Health Full time



Are you interested in contributing to a prominent, patient-focused organization dedicated to enhancing access to quality healthcare for everyone? At Oak Orchard Health, you can advance your career while experiencing the fulfillment of knowing your efforts positively impact lives.

With eight medical facilities situated in various communities across Western NY, we are continually expanding and seeking exceptional talent to fulfill our mission of providing affordable, quality healthcare to all.

Our success is attributed to our diverse and highly skilled workforce, which includes physicians, nurses, administrators, and support staff.

If you are committed to serving others with excellence, equity, inclusion, respect, and dignity, we believe you will thrive here. We encourage diverse and bilingual candidates to apply.

We offer:

Tuition Reimbursement and eligibility for Student Loan Forgiveness (PSLF)
A flexible schedule that supports a healthy work-life balance
Competitive compensation
A comprehensive benefits package (health, vision, dental) that begins on the first of the month following your hire date
A 403(b) Retirement Plan with a competitive company match
Support for continuing education and professional development
Company-paid life insurance
A generous PTO package that includes vacation time, sick leave, personal days, floating holidays, and company-paid holidays


The Patient Service Representative is responsible for delivering exceptional customer service to all clients, both via phone and at the check-in area, for all patients arriving and departing.

This role involves scheduling future appointments both in-person and over the phone, registering new patients in the electronic health record (EHR) system, ensuring registration forms are complete and accurate, and scanning registration documents into the patient EHR.

Job Responsibilities:


Accurately register new patients in the electronic medical record (EMR) system, verifying if the patient has been previously registered and confirming demographic and insurance information for accuracy.

Greet arriving patients and guests promptly and courteously.

Check patients in efficiently, which includes accurately updating insurance and yearly demographic information (registration form) and collecting any necessary payments from the patient.

Check patients out promptly.
Process payments received via mail, phone, or in-person.
Schedule future appointments as needed, both at the checkout window and over the phone.
Refer patients to the Patient Accounts Office if financial plans are required.
Scan all completed patient paperwork into the patient EMR in a timely manner.

Maintain professional phone etiquette; answer calls, transfer them, take accurate messages, and assign them appropriately, document prescription refills, and assign them to the correct provider.

Monitor appointment schedules
Respond to inquiries from patients and physicians
Reschedule patient appointments when providers are unavailable.
Direct patients needing assistance with their health insurance to the embedded Facilitated Insurance Enroller.
Make reminder calls for physicals and all new patient appointments and update appointment status to confirm when completed. Call to follow up on missed appointments to attempt to confirm.
Demonstrate effective communication with patients and staff across all departments.
Attend regular staff meetings, training sessions, and other meetings as requested.
Maintain a safe, clean, and organized work area at the front desk and waiting room.
Schedule interpreters (internal or external) for patient appointments.
Balance cash receipts at the end of each shift and prepare the necessary reports.

Ensure the building is unlocked in the morning and locked at night, with the alarm set by the last employee to leave.

Adhere to all organizational policies and procedures.
Complete any other reasonable requests from management.
Requirements:

Skills/Qualifications:

Ability to communicate effectively with patients and co-workers in other departments
Engage in organizational efforts to provide the highest quality patient care
Flexibility to work a varied schedule, including some evenings and weekends as needed.

Education/Experience:

High School diploma or equivalent.
1-2 years of experience in a medical office or call center preferred
1-2 years of prior administrative or customer service experience

Comprehensive Benefits:

Health / Dental / Vision Insurance
Retirement Plan
Tuition Reimbursement
Public Service Loan Forgiveness
Generous Time Off