Patient Services Representative

Overview

The Patient Services Representative (PSR) works to support the mission and vision of Neighborhood Healthcare by supporting clinics with front office tasks. The PSR’s primary roles are to direct incoming calls to ensure they are transferred to the appropriate contact within the clinic and assist patients with scheduling and re-scheduling healthcare appointments.

• Direct Patient Care:
  Assesses incoming phone calls to determine the correct course of action based on customer's information and needs
• Direct Patient Care:
  Corresponds with patients, salespeople, and visitors in an accurate, expeditious, courteous, and competent manner via in-person, telephone, and/or mail
• Direct Patient Care:
  Conducts appointment reminder calls to all patients; including noted documents required for their visit
• Direct Patient Care:
  Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
• Provider and Team Support:
  Generates daily lists of scheduled appointments for the clinic
• Provider and Team Support:
  Shares accountability for overall patient health outcomes by working in coordination with care teams
• Provider and Team Support:
  Operates to instill confidence in our care and facilities to patients, fellow employees, and other stakeholders
• Clinical Administration:
  Schedules appointments and enter all required data into electronic scheduler
• Clinical Administration:
  Tracks and records filled and cancelled appointments
• Clinical Administration:
  Prepares patient charts prior to their appointments
• Clinical Administration:
  Verifies patient appointments and arrival time at registration
• Clinical Administration:
  Receives and records patient payments in computer and ledger for services received
• Clinical Administration:
  Verifies patient records are up to date and accurate; makes appropriate changes in computer system, as needed
• Clinical Administration:
  Completes ongoing/annual training for position compliance

• High school diploma/GED required
• One year customer service experience required; in a healthcare setting preferred
• Experience working with electronic medical records and multi-phone lines preferred
• Bilingual (English/Spanish) highly preferred

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with customer service etiquette and protocols
• Ability to interact effectively with clinic personnel, patients, and diverse populations
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to use computer programs, such as spreadsheets and databases
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

• Ability to lift/carry 20 lbs/weight
• Ability to stand for long periods of time

$22.88 - $32.03 per hour, depending on experience

The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.