Patient Service Representative (PSR) - Full Time and Part Time

Job Summary/Overview:Under the guidance of the Clinical Operations Manager, the Patient Service Representative is a part of the patient’s care team that coordinates services by performing patient access, registration, scheduling, patient financial counseling, insurance verification, and appointment confirmation.As the first point of customer contact, the goal of the Patient Service Representative is to provide exceptional customer service to patients. Patient Service Representatives must demonstrate effective communication; knowledge of policies, procedures and guidelines; and the ability to collect information from various sources (including patients and their families).Additionally, as a part of the patient’s care team, the Patient Service Representative must be able to establish and maintain effective working relationships with patients, families and other internal/external customers; use computers and a variety of software; and manage multiple and sometimes competing tasks with frequent interruptions.Minimal Qualifications, Experience & Skills:High School diploma or equivalentExperience working in a clinical settingKnowledge of multi-line telephone systemCall Center experience preferredKnowledge of Electronic Practice Management (EPM) and Electronic Health Records (EHR) systems preferredMay require travel to support clinic coverage needs at all CCHC locationsBeing fully vaccinated against COVID-19 is a condition of employment for all CCHC employees, unless approved for a medical or religious exemption.

Responsibilities:

Provide initial customer service to all Call Center contacts, including but not limited to scheduling and confirming patient appointments for multiple locations, using an electronic telephone software system (Cisco)Collects information required for appointment scheduling, including, but not limited to pre-registration and verifications of all insurance and authorizationsUses payer resources and websites to explore and assess patient eligibilityEnsures correct insurance information is collected at the time of scheduling.Provides information about the Sliding Fee Scale Discount program (i.e. eligibility requirements; required documents; etc.) to un-insured patientsResponsible for collecting income information for un-insured patients at the time of schedulingResponsible for routing incoming calls and/or messages to the appropriate staff member(s)Screens and informs patients and clinical staff of CCHC’s policies and procedures regarding method of payment sources for services renderedParticipates in team huddles, meetings or discussions/consultations to ensure appropriate coordination and communication of patient/client servicesWorks in collaboration with the clinic team members (i.e. PARs; MAs; Nurses; etc.) to identify and resolve issues and/or other challengesResponds to request for information and inquiries about patient access processes, policies and/or other related information; researches and resolves customer concernsServes as a backup Patient Access Representative (PAR) as neededPerforms other related duties as assignedCCHC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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