Patient Support Representative; Health Center Operations

Job Summary

Ensures the highest level of customer service, professionalism and communication is performed while greeting and registering patients as they check in, verification of documents, scheduling of medical, behavioral and/or dental appointments and answering phones in a timely manner.

Essential Job Duties & Responsibilities

• Responsible for receptionist duties including answering phones, directing calls, taking messages and greeting visitors.
• Enter, update, and verify all data necessary for the patient and third party payers in EPIC and other electronic systems.  Ensures information received is accurate. 
• Schedules appropriately with Providers.
• Gather signatures for all required forms. 
• Maintain smooth patient flow through communication between patient, provider, MA/RN and other clinical support and enabling staff.
• Review the daily schedules for insurance eligibility and assist uninsured patients with applying for Medicaid  or applying for the sliding fee discount program.
• Maintains patient confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA) for all protected health information. 
• Attends departmental and staff meetings as required.
• Contributes to departmental and organizational decision-making through active participation in the process.
• Works effectively and positively with co-workers, volunteers, and other departments.
• Maintains confidentiality of all client, staff and agency-related data in accordance with Center policies.
• Scan documents into EHR.
• Performs appointment reminder calls as required.
• Responsible for collecting co-pays, sliding fee payments, past due balances and any portion of the cost of services at the time of check-in or check-out.
• Connecting patients to the right resources internally, based on their needs.
• Performs other duties as assigned

Job Qualifications

• High school diploma or equivalent required.
• Prior experience interpreting health plans, verifying coverage and interpreting co-pays is preferred.
• Prior experience working with an electronic database and accurate maintenance of client or patient data. Electronic Health Record system preferred.

Job Skills

• Team player
• Detail oriented
• Knowledge of medical terminology helpful
• Ability to accurately maintain information in an electronic health record.
• Dependable, adaptable and flexible
• Ability to respond to unexpected situations as they arise
• Excellent interpersonal skills
• Maintain open communication with other clinic staff
• Maintain professional demeanor at all times with patients, volunteers, stakeholders and other clinic staff.

Physical Demands/Work Environment

This job operates in a medical clinic. This role routinely uses standard office equipment. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. 

About The Centers  

The Centers through healing, teaching, and inspiring helps individuals and families to reach their full potential. We provide health, family, and workforce services at 11 locations throughout Greater Cleveland, creating life-changing solutions for people to lead healthier and more successful lives. We strive to be a service-oriented workplace that pioneers and co-creates solutions while fostering an inclusive community where our team members thrive.  

Wellbeing and Benefits  

Providing quality benefits to our staff is important to us. Just as important is our staff’s well-being. That’s why we offer a number of choices from medical to dental to vision plans to meet the different needs of our staff.

• • Choice of medical and dental plans
  • Health Savings Account
  • Flexible Spending Account for Health and Dependent Care
  • Vision
  • Support for continuing education and credential renewal
  • Life Insurance
  • Retirement Savings (401k) with a company contribution 
  • Mental Health Support  
  • Employee Assistance Program 
  • Calm Subscription 
  • Short and Longterm Disability