Patient Services Representative - Call Center

Description

Are you a friendly face with a passion for helping others? Cowlitz Family Health Center is a Federally Qualified Health Center looking for a Patient Services Representative to be the welcoming face of our team! In this vital role, you’ll be the first point of contact for patients, ensuring they feel valued and cared for from the moment they walk in. If you’re ready to make a positive impact in a fast-paced environment while supporting our mission to provide exceptional healthcare, we want to hear from you!

• Monday Through Friday - 8 hours per day - 1.0FTE
  
  

Duties And Responsibilities

• Answers telephone calls, schedules patient appointments, and greets and directs patients, visitors, and vendors.
• Prepares and maintains all money transactions at the reception area, including payments, co-pays, and a summary report of the clinic/site’s daily transactions.
• Receives payments and provides receipts for payment.
• Assists patients in the completion of registration forms and other pertinent informational forms required.
• Hears and resolves complaints from customers and the public, and reports same to appropriate supervisory or management staff.
• Greets and checks in patients via the electronic health records system (EHR) or other computerized scheduling system; documents no-shows in the system.
• Enters appointment, demographic, financial, and other information accurately in the EHR and follows established CFHC workflows.
• Confirms and verifies patient eligibility with various insurance companies; provides insurance applications as appropriate.
• Provides information about establishments, such as the location of departments or offices and the services provided.
• Performs other clerical duties as needed, including photocopying, organizing, and scanning/indexing patient record documents.
• Follows all safety precautions in accordance with OSHA standards, established clinical protocol, and management direction.
• Complies with HIPAA privacy and security regulations.
• Supports CFHC strategic, clinical, and operational initiatives such as Patient Centered Medical Home.
• Ability and willingness to be cross-trained and function in other support roles in the clinic.
• May be required to work a nonstandard schedule at any CFHC site as assigned to meet the needs of patients and the communities served by CFHC.
• All employees are expected to practice to the top of their license or certification.
• Other duties as assigned. All employees are expected to perform any reasonable work requested that falls within the qualifications but not specifically described.
  
  

Requirements

DESIRED EDUCATION, SKILLS AND EXPERIENCE:

• High school diploma or general education degree (GED); or equivalent combination of education and experience.
• 1-3 years of previous customer service, administrative support, or office experience. Prefer experience to be in a comparable setting to the position filled.
• Proficient in medical, dental, nutrition, behavioral health, or other terminology pertinent to the position and to outpatient social service office procedures.
• Basic computer proficiency and ability to learn in-house programs, including EHR system.
• Demonstrated ability to work with a low-income, multi-ethnic patient population and relate respectfully and effectively to people of diverse racial, educational, and socio-economic backgrounds.
• Must be a confident, self-directed individual who can work within a team as well as independently.
• Must demonstrate excellent communication skills, both written and verbal, utilizing concise and comprehensive documentation with strong technical writing and record-keeping skills.
• Knowledge of evidence-based preventive health, chronic disease, primary care, behavioral health, dental care, and/or nutrition as applicable to the position
• Background in customer service, patient education, and lifestyle risk reduction.
• Possess and maintain valid driver’s license.
• Bilingual English/Spanish preferred.