Customer Relations Representative

Episcopal Health Services•Far Rockaway, NY

About The Position

The Customer Relations Representative (CRR) delivers exceptional service to patients, supports smooth operational processes, and contributes to a positive patient experience. The role performs administrative and clerical duties supporting clinical operations, including appointment scheduling, insurance verification, registration, and patient communication. Work must be completed promptly and professionally, with attention to detail, patient satisfaction, and operational efficiency. The representative coordinates appointments and provider schedules; completes registration, eligibility, and authorization workflows; manages telephone, voicemail, paging, and call routing; and follows up on appointment reminders and missed visits. The role also supports patient arrival, check-in, check-out, and waiting-room service; encourages patient-portal enrollment; collects and reconciles payments; prepares medical records and the practice for upcoming visits; manages patient cases, forms, and transportation requests; and performs document, mail, fax, filing, and supply-support tasks. The representative prioritizes patient experience, privacy, confidentiality, and continuity of care, follows downtime procedures, and performs other assigned duties.

Requirements

High school diploma or GED required.
1–3 years of experience in customer service or administrative roles, preferably in a healthcare setting.
Familiarity with patient scheduling, insurance verification, and registration processes.
Basic proficiency in Google Suite.
Strong customer service and communication skills with patients, families, and staff.
Excellent organizational skills, multitasking ability, and attention to detail.
Ability to manage a high volume of calls and tasks efficiently while maintaining professionalism.

Nice To Haves

Associate's degree preferred.

Responsibilities

Schedule, reschedule, and cancel patient appointments based on provider schedules, and document appointment activity in Athena and Meditech.
Review provider schedules in advance to optimize appointment flow, identify conflicts, and reduce scheduling inefficiencies.
Monitor appointment ticklers, workflow dashboards, and scheduling queues in Athena and complete required follow-up.
Complete patient registration, pre-registration, eligibility, and authorization workflows.
Collect and update demographic and insurance information, verify referral authorizations and insurance eligibility, and support accurate billing and timely reimbursement.
Answer incoming calls, retrieve voicemail messages, determine the nature of calls, route callers appropriately, and operate paging and telephone systems as required.
Place appointment-reminder calls according to established protocols, contact patients after missed appointments, and issue no-show letters.
Greet patients, visitors, and guests courteously; direct them to the appropriate office or examination room; and provide updates about waiting times or delays.
Complete patient check-in and check-out, verify and update demographic and insurance information at each visit, and refer patients to nursing or clinical staff for education and required screening questionnaires as appropriate.
Promote patient-portal enrollment and document patient declinations in the electronic medical record as required.
Collect co-payments and other patient payments, explain service charges, perform cashiering duties, balance daily transactions, and forward daily cash collections to the hospital's main cashier office.
Review schedules and ensure required documentation is available in Athena, Meditech, and related systems; prepare the practice for the next workday through management of the workflow dashboard.
Create, manage, and follow up on patient cases; document actions, track outstanding items, and coordinate next steps to support continuity of care.
Process work and school forms and coordinate patient transportation needs with timely follow-up.
Maintain receipts, eligibility verification, and payment-justification documentation for the Medicaid and Medicare transportation reimbursement program.
Print, scan, fax, file, and distribute documents; receive, sort, and distribute mail and faxes.
Monitor office supply inventory and request replenishment according to established procedures.
Address patient inquiries and concerns, take ownership of interactions through appropriate follow-up, and maintain patient privacy and confidentiality.
Perform related and other assigned duties and follow downtime procedures during emergencies and other demanding situations.