Patient Service Representative - Jackson

Rural Health Group • Jackson, NC

9d • Onsite

About The Position

Rural Health Group, Inc. is a nonprofit, federally qualified health center providing community health services without regard to a patient’s ability to pay. The Patient Service Representative is a full-time position based at the Jackson, North Carolina family medical office. The role responds to telephone inquiries about the organization’s health services, helps callers understand services and procedures, schedules appointments, and documents patient interactions in the appropriate computer system. The position requires professional, customer-focused service and the ability to manage multiple tasks in a potentially stressful environment.

The representative maintains patient confidentiality and complies with HIPAA, works with nursing staff on triage and urgent or emergent calls, and supports call center service improvements and organizational changes. Employment is contingent on federal and state criminal background checks and a drug screen. The influenza vaccine is a condition of employment. New hires must complete an I-9 and present documentation of identity and eligibility to work in the United States.

Requirements

• Experience in a call center environment is required.
• High school diploma or GED.
• Ability to multitask and work efficiently in a potentially stressful environment.
• Ability to apply common-sense understanding when carrying out detailed written or oral instructions.
• Ability to establish and maintain positive, effective, professional relationships with patients, providers, coworkers, and superiors.
• Excellent verbal and written communication skills.
• Ability to maintain patient respect and dignity while demonstrating maturity, empathy, ethics, and professionalism.
• Ability to work independently and demonstrate excellent teamwork skills.
• Knowledge of modern office equipment and basic computer skills, and ability to quickly learn the eClinicalWorks electronic health record system.
• Must be able to sit for long periods of time.
• Must demonstrate Rural Health Group’s core competencies: good judgment; communication, customer service, and teamwork; passion; honesty; and responsibility.
• Federal and state criminal background checks and a drug screen are required.
• Influenza vaccine is a condition of employment.
• After accepting employment, new hires must complete an I-9 and present documentation of identity and eligibility to work in the United States.

Nice To Haves

• Bilingual English/Spanish skills are preferred but not required; applicants serving in a translating capacity must take a language assessment.
• Experience in an outpatient medical office setting is preferred.
• Experience with an electronic health record is a plus.

Responsibilities

• Promptly answer, screen, and process telephone inquiries in a friendly, professional manner.
• Provide callers with information about Rural Health Group’s programs, policies, and procedures.
• Collect, enter, and update patient demographic information in the electronic medical record system, ensuring documentation is concise, thorough, and accurate.
• Refer patients to nursing staff for triage and medical advice, and respond to urgent or emergent calls by referring them to nursing staff until resolved.
• Schedule appointments according to provider guidelines and handle cancellations.
• Make reminder calls for next-day appointments and inform patients about items to bring, including copayments and medications.
• Communicate requirements for upcoming visits, such as payment of outstanding balances, and explain clinic regulations, hours, account payments, and the schedule of charges.
• Reduce barriers by improving linkages to services.
• Participate in relevant internal and external educational opportunities and attend or review all team meetings annually.
• Respond professionally to irate callers and support organizational changes.
• Provide flexible call center coverage when scheduling adjustments are needed due to unexpected absences, events, or call volume changes.
• Maintain confidentiality and comply with HIPAA.
• Support call flow and communication service changes, suggest improvements, and participate in organized efforts to improve service levels.
• Maintain positive customer relationships, effective problem solving, teamwork, and a safe, clean, healthy, and professional work environment.
• Arrive at the workstation on time, ready to work, and demonstrate minimal absenteeism.
• Perform other assigned duties and special projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED