Patient Service Representative - Dental

Charles River Community Health•Waltham, MA

2d•$20 - $26•Onsite

About The Position

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The Patient Service Representative , under the supervision of the Site Manager, will assist in the day-to-day operations and planning of the Patient Service team, enhance patient service experience and engagement, and facilitate patient services across all clinical departments. To ensure excellent service standards, the Patient Service Representative will respond efficiently to patient inquiries and maintain a high level of customer satisfaction.

Requirements

At least 3 years of health care experience, customer service experience and in/outpatient clinical setting.
Models exceptional customer service for staff; ability to show each and every patient they matter, and their needs are important.
Must have the ability to show and have empathy and humility.
Ability to problem solve in the moment, tackle a problem, and then go back and debrief with Lead Patient Service Representative.
Familiar with Outlook, Electronic Medical Programs, registration and scheduling systems.
Accurate and responsible when dealing with co-payments, deductibles and other payment transactions.
Ability to learn and keep up to date of all medical insurances.
Must be willing to train throughout ALL departments.
Cross departmental coverage as needed.
Must have a willingness to work flexible hours to meet the organization's needs/demands.
Must be able to travel to either Charles River Community Health site (Brighton and Waltham) as needed.
Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.
Must believe in the work we do at CRCH, with a strong passion to serve underserved populations in diverse settings.

Nice To Haves

Preferred bilingual English/Spanish or English/Portuguese.

Responsibilities

Ensure that all interactions between Administration, Customer Service operations, and patients are professional, helpful, provides empathy and creates an atmosphere of CRCH being a safe place and welcoming place for all community members that enter, call, or seek our services, as a member of the Community Support Service Team.
Greet and welcome patients and visitors to the health center.
Provide consistently positive customer service.
Become crossed trained to cover all department needs within 3 months of hire, including check-out.
Work closely with medical, dental, behavioral health, and vision providers, nurses and medical assistants to inform patients about delays and waiting times.
Ensure all patient requests for appointments are responded to in a timely manner, including from the patient portal, voice mails left, calls picked up, and walk-ins.
Listen to customers feedback and resolve any issues or conflicts.
Collaborate with the Health Benefits Department and follow up with their booking guidelines to help patients who are inactive and ensure that HB workflows are followed appropriately.
Collaborate and work closely with in-house call center.
Ensure that the patient has an approved plan in place before/or at the time of the visit.
Schedule patients for medical, vision, and dental appointments.
Informs all patients of necessary payments prior to appointment and collects payment before services are provided.
When working in Vision, confirms the extent of insurance coverage with the vision insurance plans prior to the visit and advises patients about coverage and financial responsibility (of the patient).
Generate appropriate paperwork to ensure billing for services.
Be flexible and available to cover staffing needs across the health center when other staff are not available as assigned by Lead Patient Service Representative or designee.
Capacity and willingness to collaborate across all departments, creating strategic solutions for both colleagues and patients.
Maintain a positive work environment.
Perform other duties as assigned by the Lead Patient Service Representative, Site Manager, or designee.