Patient Service Representative- Call Center

at  Western North Carolina Community Health Services

ARE YOU PASSIONATE ABOUT THE PATIENT EXPERIENCE?

Western North Carolina Community Health Services (WNCCHS) is a Federally Qualified Health Center (FQHC). We are looking for a friendly and welcoming individual who enjoys patient interaction for a full time role as a Patient Services Representative in our Call Center.
Represents WNCCHS as the primary greeter for patients and visitors contacting our Call Center. The Patient Services Representative functions as a telephone agent/receptionist, scheduling patient appointments, handling routine inquiries/call management, confirming appointments, and directing calls appropriately to other departments. Communicates with people of various diverse backgrounds, ensuring all patients are treated in a sensitive and compassionate way. Bilingual English/Spanish candidates are preferred but not required to help our Spanish speaking patients.
Please note this is an in-person position at 29 Turtle Creek Drive, Asheville, NC 28803.

QUALIFICATIONS:

• Bilingual English/Spanish preferred
• At least one year in a customer-facing role in any service-related industry.
• High School diploma or equivalent required.
• Additional skills preferred: At least one year in a medical office setting is highly desired.

• Register patients for clinic visits; assist patients who may not be able to read/write to complete the registration form.
• Greets, registers, and enrolls all incoming and exiting patients, verifying required identity, insurance, and financial information, and soliciting and entering all required information using an electronic medical record.
• Facilitate patient flow and communicate delays with patients and clinical staff.
• Responsible for keeping the reception and patient waiting areas clean and organized.
• Schedule appointments according to established templates. This includes follow-up appointments or rescheduling/cancelling patients as needed.
• Collect visit fees and co-payments from patients.
• Answer questions and provide accurate information to patients and visitors related to services delivered and operational procedures.
• Continuously update the patient electronic health record, paying special attention to Unique Patient Identifiers (UPI), third-party payer data, addresses, and telephone numbers.
• Make legible and complete photocopies of third-party payer identification documents (e.g., Medicare cards). Scan documents into the electronic health record
• Use internal and external databases to verify the patient’s third-party payer coverage for specific dates of service.
• Obtain required signatures from patients or their legal guardians and ensure patients or their legal guardians receive required documents (e.g., Notice of Privacy Practices)
• Answer telephone lines and route telephone calls to appropriate staff; make patient reminder calls as needed.
• Participates in mandatory in-services, drills, staff meetings and other trainings.
• Performs duties in a prioritized, organized, and orderly manner to maximize efficiency and productivity.
• Facilitates the maintenance of a clean, neat and well-organized work area.
• Participates in quality improvement activities by initiating or contributing to monitoring, measuring, analyzing, improving and/or controlling program goals, objectives and/or services.
• Support current incentive, regulatory, and certification requirements (such as MIPS, PCMH and UDS) through documentation, participation in initiatives, and other activities as directed.
• Performs other duties as assigned