CLASSIFICATION/STATUS: Non-Exempt, Full-time, Permanent
SUPERVISORY RESPONSIBILITIES: None
PAY RANGE: Band 1 ($19 - $25/hour)
WHO YOU ARE:
YOUR ROLE & IMPACT:
The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.
The Patient Service Representative, under the supervision of the Lead Patient Service Representative, will assist in the day-to-day operations and planning of the Customer Service Department, enhance customer service experience and engagement, and facilitate patient services across all clinical departments. To ensure excellent service standards, the Patient Service Representative will respond efficiently to customer inquiries and maintain a high level of customer satisfaction.
YOUR RESPONSIBILITIES:
* Ensure that all interactions between Administration, Customer Service operations, and patients are professional, helpful, empathetic, and create a welcoming atmosphere for all community members.
* Greet and welcome patients and visitors to the health center.
* Provide consistently positive customer service.
* Become cross-trained to cover all department needs within 3 months of hire, including check-out.
* Work closely with medical, dental, behavioral health, and vision providers, nurses, and medical assistants to inform patients about delays and waiting times.
* Ensure all patient requests for appointments are responded to in a timely manner, including from the patient portal, voicemails, calls, and walk-ins.
* Listen to customer feedback and resolve any issues or conflicts.
* Collaborate with the Health Benefits Department and follow up with their booking guidelines to assist inactive patients and ensure workflows are followed appropriately.
* Collaborate and work closely with the in-house call center.
* Ensure that the patient has an approved plan in place before or at the time of the visit.
* Schedule patients for medical, vision, and dental appointments.
* Inform all patients of necessary payments prior to appointments and collect payment before services are provided.
* When working in Vision, confirm the extent of insurance coverage with the vision insurance plans prior to the visit and advise patients about coverage and financial responsibility.
* Generate appropriate paperwork to ensure billing for services.
* Be flexible and available to cover staffing needs across the health center when other staff are unavailable.
* Collaborate across all departments, creating strategic solutions for both colleagues and patients while maintaining a positive work environment.
* All other duties assigned by the Lead Patient Service Representative or designee.
YOUR QUALIFICATIONS, COMPETENCIES, TRAITS:
* At least 3 years of healthcare experience, customer service experience, and in/outpatient clinical setting.
* Models exceptional customer service for staff; ability to show each patient they matter and their needs are important.
* Ability to problem-solve in the moment and debrief with the Lead Patient Service Representative.
* Familiar with Outlook, Electronic Medical Programs, registration, and scheduling systems.
* Accurate and responsible when dealing with co-payments, deductibles, and other payment transactions.
* Experience in diverse cultures preferred with a strong commitment to promoting Diversity, Equity, and Inclusion.
* Ability to learn and keep up to date with all medical insurances.
* Must be willing to work at both locations when needed (Brighton and Waltham).
* Must be willing to train throughout all departments.
* Preferred Bilingual English/Spanish or English/Portuguese.
WHO WE ARE & WHAT WE DO:
Charles River Community Health’s mission is to partner with individuals and families to thrive and lead healthier lives by delivering comprehensive, integrated, and equitable primary healthcare.
CRCH provides medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities, serving over 13,500 patients annually.
We are committed to providing timely access to care, collaborating with organizations to connect patients with services, and creating community partnerships to meet changing needs.
We value caring for everyone with dignity, respect, and compassion, reducing barriers to care, and eliminating healthcare disparities.
OUR PROMISE:
If you are passionate about providing customer service excellence in a mission-driven, team-oriented organization, you will find your career as a Patient Service Representative rewarding and impactful!
OUR BENEFITS & PERKS:
* Medical & Dental Insurance
* Short & Long-term Disability Insurance
* Generous Paid Time Off
* Flexible Spending Account
* Employee Assistance Program
* Tickets at Work
* Health Reimbursement Arrangement
* Travel Reimbursement
* Professional Development Opportunities
Solid track record of developing and promoting employees internally!
Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences. CRCH is an equal opportunity employer committed to maintaining a work and learning environment free from discrimination.
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