Patient Service Representative - Family Practice Center of Westerville

Central Ohio Primary Care•Westerville, OH

2d•Onsite

About The Position

The Patient Service Representative is a key point of contact for patients and provides patients and guests with a positive customer service experience throughout their visit. This full-time, benefits-eligible position is based at the Family Practice Center of Westerville in Westerville, Ohio, and works first-shift hours. The role supports patients in person, through telehealth, and over the phone, and may include working with the patient portal as well as rotating to front-office check-in and check-out duties.

Requirements

High school diploma or GED, or at least six months of customer service or healthcare experience.
Excellent interpersonal and verbal communication skills and relationship-building abilities.
Strong organizational and written communication skills.
Ability to multitask, prioritize, manage time effectively, and respond promptly to patients and visitors.
Strong knowledge of HIPAA guidelines and patient privacy, with the ability to maintain a high level of confidentiality.
Ability to work independently and as part of a team, and to lead by example.
Excellent computer skills, knowledge of Microsoft programs, and understanding of electronic health record systems.

Nice To Haves

One year of administrative experience in a healthcare-related setting.

Responsibilities

Ensure patients have a positive experience during in-person, telehealth, and telephone interactions.
Communicate regularly with clinical staff to help meet patient and office needs.
Collaborate with the team to create a positive patient experience.
Greet patients and complete established check-in procedures.
Register patients, enter patient information, and verify insurance.
Collect copays, deductibles, and outstanding balances.
Check patients out, schedule follow-up appointments, and communicate necessary information at checkout.
Answer patient and COPC administrative department phone calls and email inquiries in a timely manner, directing or escalating inquiries when needed.
Contact patients for appointment reminders or scheduling.
Complete clerical tasks, including distributing mail and reports, filing, scanning, scheduling, data entry, managing the electronic fax inbox, and providing general support to office personnel.
Maintain confidentiality of patient data and stay current with HIPAA regulations.
Work with the patient portal and potentially rotate to front-office check-in and check-out duties.
Handle referrals and EPIC duties.