Customer Service Rep
About The Position
The Customer Service Representative is responsible for supporting efficient and patient-centered front-end operations. This role serves as a primary point of contact for patients by providing exceptional customer service, managing check-in/check-out functions, verifying demographic and insurance information, collecting applicable payments, scheduling appointments, and supporting continuity of care. The Customer Service Representative promotes an overall culture of service excellence while maintaining compliance with Hamilton Health Center policies, procedures, HIPAA regulations, and departmental workflows.
Requirements
- High School diploma or equivalent required
- Minimum of one (1) year of experience in a customer service-related position required
Nice To Haves
- Minimum of one (1) year of medical office, registration, scheduling, customer service, call center, or healthcare-related experience preferred
- Experience working with Electronic Medical Records (EMR), preferred
- Proficiency in Microsoft Office applications preferred
Responsibilities
- Provide a warm and professional greeting to all patients and visitors
- Guide patients through the registration and check-in/check-out process
- Verify and update patient demographic, guarantor, and insurance information at each visit
- Collect copayments and other applicable payments at the point of service
- Schedule follow-up appointments and assist with appointment coordination
- Answer incoming calls and appropriately route patient inquiries and messages
- Assist patients with understanding financial responsibility and connect patients to advocacy resources as appropriate
- Confirm and verify insurance eligibility through online verification systems or telephone inquiries
- Offer sliding fee one-time self-declaration for uninsured patients and support Sliding Fee Program processes as applicable
- Promote MyChart patient portal enrollment and assist patients with registration when appropriate
- Obtain required patient signatures and maintain compliance with HIPAA regulations and confidentiality standards
- Support front-end office workflows, scanning, and administrative processes during normal operations and downtime procedures
- Provide follow-up regarding unresolved patient questions or concerns to support continuity of care and service excellence
- Demonstrate professionalism and excellent customer service to patients, providers, and staff
- Support departmental productivity, quality, and operational goals
- Demonstrate Hamilton Health Center workplace values: Innovation, Integrity, Quality, Accountability, Respect, Commitment, and Inclusion
- Perform other job-related duties as assigned
Benefits
- Generous paid time off
- Birthday holiday and 7 paid holidays
- Medical, Dental & Vision Coverage
- Company-paid life insurance.
- Retirement Plan with matching opportunity
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
