Patient Service Call Center Representative

Christian Community Health Center•Chicago, IL

39d

About The Position

Under the guidance of the Clinical Operations Manager, the Patient Service Representative is a part of the patient's care team that coordinates services by performing patient access, registration, scheduling, patient financial counseling, insurance verification, and appointment confirmation. We are hiring for both full-time and part-time postions. As the first point of customer contact, the goal of the Patient Service Representative is to provide exceptional customer service to patients. Patient Service Representatives must demonstrate effective communication; knowledge of policies, procedures and guidelines; and the ability to collect information from various sources (including patients and their families). Additionally, as a part of the patient's care team, the Patient Service Representative must be able to establish and maintain effective working relationships with patients, families and other internal/external customers; use computers and a variety of software; and manage multiple and sometimes competing tasks with frequent interruptions.

Requirements

High School diploma or equivalent
Experience working in a clinical setting
Knowledge of multi-line telephone system
Being fully vaccinated against COVID-19 is a condition of employment for all CCHC employees, unless approved for a medical or religious exemption.

Nice To Haves

Call Center experience preferred
Bilingual Preferred
Knowledge of Electronic Practice Management (EPM) and Electronic Health Records (EHR) systems preferred
May require travel to support clinic coverage needs at all CCHC locations

Responsibilities

Provide initial customer service to all Call Center contacts, including but not limited to scheduling and confirming patient appointments for multiple locations, using an electronic telephone software system (Cisco)
Collects information required for appointment scheduling, including, but not limited to pre-registration and verifications of all insurance and authorizations
Uses payer resources and websites to explore and assess patient eligibility
Ensures correct insurance information is collected at the time of scheduling.
Provides information about the Sliding Fee Scale Discount program (i.e. eligibility requirements; required documents; etc.) to un-insured patients
Responsible for collecting income information for un-insured patients at the time of scheduling
Responsible for routing incoming calls and/or messages to the appropriate staff member(s)
Screens and informs patients and clinical staff of CCHC's policies and procedures regarding method of payment sources for services rendered
Participates in team huddles, meetings or discussions/consultations to ensure appropriate coordination and communication of patient/client services
Works in collaboration with the clinic team members (i.e. PARs; MAs; Nurses; etc.) to identify and resolve issues and/or other challenges
Responds to request for information and inquiries about patient access processes, policies and/or other related information; researches and resolves customer concerns
Serves as a backup Patient Access Representative (PAR) as needed
Performs other related duties as assigned