What are the responsibilities and job description for the Patient Service Call Center Representative position at Christian Community Health Center?
Founded in 1991, Christian Community Health Center (CCHC) is a Federally Qualified Health Center (FQHC) and 501 (C)3 non-profit organization that has been providing high quality primary care, oral care and behavioral health services for over 27 years. While primary medical care is CCHC’s anchor program, CCHC has become equally renowned for its presence as a multi-pronged social service agency. CCHC strives to meet the holistic needs of the communities they serve by incorporating primary medical treatment and a comprehensive slate of supportive programs. CCHC has Level III National Committee for Quality Assurance (NCQA) Patient Centered Medical Home (PCMH) recognition and are a Division of Substance Use Prevention and Recovery (SUPR) licensed Level I and II provider of outpatient substance use disorder treatment for adolescents and adults. Our physicians and staff are dedicated to improving the health of individuals, families and the community, through an integrated system of care.
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. We are hiring for both full-time and part-time postions.
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. We are hiring for both full-time and part-time postions.
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.
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 equivalent
- Experience working in a clinical setting
- Knowledge of multi-line telephone system
- Call Center experience preferred
- Bilingual Preferred
- Knowledge of Electronic Practice Management (EPM) and Electronic
- Health Records (EHR) systems preferred
- May require travel to support clinic coverage needs at all CCHC locations
- Being 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 authorizations
- Uses payer resources and websites to explore and assess patient eligibility
- Ensures 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 patients
- Responsible for collecting income information for un-insured patients at the time of scheduling
- Responsible 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 rendered
- Participates in team huddles, meetings or discussions/consultations to ensure appropriate coordination and communication of patient/client services
- Works in collaboration with the clinic team members (i.e. PARs; MAs; Nurses; etc.) to identify and resolve issues and/or other challenges
- Responds to request for information and inquiries about patient access processes, policies and/or other related information; researches and resolves customer concerns
- Serves as a backup Patient Access Representative (PAR) as needed
- Performs other related duties as assigned
Employee Benefits offered to Fulltime Staff
- Blue Cross Blue Shield Medical Insurance
- Blue Cross Blue Shield Dental and Vision Insurance
- Supplemental Benefits
- Life Insurance (Provided by the company)
