Patient Services Representative

About This Role

The Patient Services Representative acts as the initial point of contact for West Cecil Health Center, delivering excellent customer service, guiding patients through care procedures, and ensuring a positive patient experience.

Responsibilities

• Professionally greet and assist patients and visitors.
• Efficiently manage incoming calls, portal messages, and fax inquiries related to appointments, referrals, and prescription requests.
• Collect and verify patient information, including insurance details and demographics, and register and schedule patients according to WCHC protocol.
• Update and verify insurance eligibility, address basic billing inquiries, and collect copays, co-insurance, deductibles, and past balances.
• Assist patients in completing forms and documentation as needed.
• Determine patient financial status by conducting patient interviews for the Health Center's sliding fee discount application.
• Maintain patient records while adhering to confidentiality and regulatory policies.
• Prepare, review, and act on organizational reports and projects such as scheduling, billing, and utilization.
• Collaborate with clinical staff and actively participate in staff meetings and educational sessions to ensure excellent patient care.
• Support the training and onboarding of new staff, serving as a preceptor, mentor, and resource for front desk and scheduling operations.
• Maintain a clean and organized work area, including the patient waiting room.
• Provide communication and translation assistance, if bilingual.

Requirements

• High school diploma or equivalent
• Strong commitment to WCHC's mission
• Ability to effectively organize and prioritize work
• Excellent guest relations skills
• Capacity to complete tasks efficiently and independently
• Experience working in a multicultural environment
• Proficient clerical skills
• Good oral and written communication skills
• Exceptional organizational skills and ability to multitask
• Ability to work well under pressure
• Sustained focus and concentration for detailed work
• Strong communication and interpersonal skills
• Proficiency with computer systems and medical software
• Positive attitude and dedication to delivering excellent patient care

Qualifications

• High school diploma or equivalent; additional education in healthcare administration or a related field is beneficial.
• Previous experience in a medical setting or customer service role is preferred.

Nice to Have

• Additional education in healthcare administration or a related field
• Previous experience in a medical setting or customer service role
• Familiarity with electronic health records (EHR) and Microsoft Products

Skills

* Required skills

Benefits