Patient Service Representative

2 days ago

Lawrence, Kansas, United States Heartland Community Health Center Full time
Job Title: Patient Service Representative

At Heartland Community Health Center, we are seeking a highly skilled and compassionate Patient Service Representative to join our team. As a key member of our call center, you will be responsible for providing exceptional customer service to patients over the phone, ensuring a positive experience and effective communication with our health center.

Key Responsibilities:
  • Patient Interaction & Experience:
    • Answer incoming calls promptly and professionally, addressing patient complaints or concerns in a timely and courteous manner.
    • Provide information about our health center's services, policies, and procedures, ensuring that patients have a clear understanding of their options.
    • Facilitate communication between patients and clinical staff to ensure a smooth experience, using de-escalation techniques to manage and resolve conflicts calmly and professionally.
  • Appointment Scheduling:
    • Schedule and confirm patient appointments, ensuring optimal utilization of our providers' templates.
    • Coordinate with clinical staff to accommodate urgent appointments, triage, and walk-ins, ensuring that patients receive timely and effective care.
  • Patient Records Management:
    • Verify and update patient information in our EHR system accurately, ensuring that all interactions are properly documented and confidentiality is maintained.
  • Insurance and Billing:
    • Verify patient insurance information and assist with pre-authorization when necessary, ensuring that patients understand their payment responsibilities.
    • Inform patients about co-pays, deductibles, and other payment responsibilities, assisting with basic billing questions and connecting with our billing department to resolve any discrepancies.
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.
  • Excellent interpersonal and communication skills, with the ability to work effectively in a fast-paced call center environment.
  • Proficiency in using EHR systems and basic computer applications, with a strong attention to detail and ability to handle sensitive and confidential information.
Working Conditions:
  • Fast-paced call center environment with extensive use of computers and telephones.
  • Regular interaction with patients, medical staff, and insurance companies, with potential exposure to infections and contagious diseases.
  • This role requires working indoors in environmentally controlled conditions, with the ability to sit for extended periods and move equipment weighing up to 25 pounds.

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