Patient Service Representative (Bronx)

Care For the Homeless•Manhattan, NY

About The Position

The Patient Services Representative (PSR) provides day-to-day front- and back-end support to patients and the clinical team under the FQHC Article 28 and Patient-Centered Medical Home (PCMH) models. The role obtains and verifies patient demographic, insurance, and income information to support accurate visit processing and reimbursement. The PSR checks patients in and out for in-person and telemedicine visits, schedules follow-up appointments, and processes referrals and authorizations as part of the PCMH team. The PSR collaborates with clinical and administrative staff to provide patient-centered care and offers clerical and administrative support in person, by telephone, fax, or patient portal. The position involves registering patients, maintaining records and insurance information, scheduling appointments, coordinating specialty referrals and diagnostic imaging orders, processing visits, and responding to web encounters. The role also requires adherence to HIPAA, privacy, compliance, safety, and confidentiality standards.

Requirements

High school diploma.
At least two years of experience in an ambulatory care setting, emergency room, and/or physician office.
Excellent organizational and communication skills.
Excellent verbal and written communication skills.
Excellent punctuality and attendance.
Ability to work independently and maintain efficiency and productivity.
Ability to multitask and meet deadlines assigned by a variety of management staff.
Ability to work in a fast-paced, changing environment and remain calm in moderate- to high-stress situations.
Demonstrated commitment to patient satisfaction, organizational productivity, and process improvement.
Demonstrates initiative, personal awareness, professionalism, and integrity, and exercises confidentiality.
High proficiency with Microsoft Office applications, including Outlook, Word, Excel, and SharePoint.

Nice To Haves

Bilingual English and Spanish.
Associate degree in a healthcare-related discipline.
Prior experience using eClinicalWorks.

Responsibilities

Collaborate with clinical and administrative teams to help patients receive patient-centered quality health care.
Provide clerical and administrative support to patients and practitioners in person, by telephone, fax, or patient portal.
Greet patients and visitors, take and relay messages to care teams, and liaise between patients, CFH, and off-site service providers.
Participate in process improvement committees, training, and staff meetings as needed.
Register new patients and update existing patient accounts and demographic information in eCW.
Ensure patients complete required forms, including registration, sliding fee scale, treatment consent, HIPAA, and advance directive forms.
Obtain and scan patient documents, such as identification, insurance cards, referrals, consults, and emergency room discharge summaries.
Enable patients to access the patient portal according to CFH policy.
Screen insured, uninsured, and underinsured patients for the sliding fee scale and update income and family-size information in eCW.
Collect or waive payments, co-payments, and sliding fees according to CFH policy.
Refer uninsured or underinsured patients to Certified Application Counselors for insurance eligibility screening.
Verify medical, dental, and visit insurance coverage and update insurance information in eCW.
Ensure the appropriate insurance is associated with each patient visit and assist patients with assigning CFH providers as their managed care primary care or dental providers when needed.
Check patients in to face-to-face or telemedicine visits after verifying required patient fields, insurance, and sliding fee scale information.
Manage requests for new, follow-up, routine, specialist, and radiology appointments; reschedule appointments and update visit statuses.
Maintain practitioner resource schedules by rescheduling appointments when practitioners are absent or on scheduled time off.
Schedule follow-up appointments as indicated by practitioners.
Ensure demographic and insurance information is documented on specialty referrals and diagnostic imaging orders.
Coordinate with the CFH Referral Specialist to help process specialty referrals promptly and provide copies of orders using patients’ preferred methods.
Check patients in upon arrival at a CFH site or virtual waiting room and check them out after practitioner visits.
Ensure follow-up appointments are scheduled as documented in the practitioner’s progress note.
Manage and respond to assigned site web encounters in a timely manner.
Maintain confidentiality and follow HIPAA, compliance, privacy, and safety standards.