Patient Services Representative II

Wilmington Community Clinic•Wilmington, NC

4d•Onsite

About The Position

Join Wilmington Community Clinic! Have you ever wanted to be a part of something bigger? Have you ever wanted to make a difference? At Wilmington Community Clinic, here you can. WCC provides quality, non-discriminatory primary care, mental health, dental and women’s health services to improve the health and well-being of all served – regardless of their ability to pay. We have served patients in and around Wilmington and Los Angeles for over 40 years. Our multi-generational impact makes us proud of the services we provide, and we put patient care front and center - it's The Wilmington Way! Position Summary The Patient Services Representative II performs all Front Office functions with increased independence, accuracy and responsibility. This role manages more complex administrative tasks, supports workflow improvements and oversees front-office EHR & Patient Communication Application inbox management to ensure timely and accurate patient registration and communication.

Requirements

High school diploma or equivalent required
Minimum of two-years experience in healthcare front-office or patient services role.
Bilingual Spanish required.

Nice To Haves

Associate’s degree or higher in Healthcare Administration or related field preferred.
Previous experience in a FQHC or community health center, preferred.

Responsibilities

Schedule, reschedule, and cancel appointments in accordance with clinic scheduling guidelines, maximizing provider availability and reducing patient wait times.
Register patients and verify demographic information, ensuring accurate and complete data entry into the EHR.
Identify and resolve basic scheduling conflicts and communicate changes to patients in a timely and professional manner.
Greet and welcome all patients and visitors, providing a warm, courteous, and professional first impression of the clinic.
Assist patients with program eligibility, including screening and enrollment in coverage programs, and help them navigate available resources.
Respond to phone calls, emails, and other inquiries, providing accurate information regarding appointments, services, and clinic procedures.
Enter patient information accurately and promptly into the EHR and related systems to support smooth clinical workflows.
Maintain strict confidentiality of all patient records, ensuring compliance with HIPAA and organizational privacy standards.
Collect, scan, and upload required documents into the EHR and assist patients with completing forms.
Serve as a liaison between patients and healthcare staff, helping address concerns and ensuring patients receive appropriate support.
Coordinate with clinical and administrative teams to support efficient patient flow and seamless service delivery.
Adhere to all clinic policies, procedures, and regulatory requirements to ensure high-quality patient service.
Verify insurance eligibility and benefits prior to scheduled visits; resolving insurance discrepancies prior to the visit and updating financial information in the EHR.
Monitor and manage the front-office EHR inbox, ensuring timely routing, follow-up, and completion of messages, forms, and patient requests.
Monitor and manage the front-office communication application inbox (ie., CareMessage), ensuring timely routing, follow-up, and completion of messages, and patient requests.
Identify workflow issues or delays related to scheduling, registration, insurance verification, and patient flow; recommend process improvements to enhance efficiency and patient experience.
Assist with implementation of updated procedures, providing feedback and supporting consistency across front-office operations.
Provide advanced support for patient inquiries related to insurance, financial assistance, billing processes, and clinic services.
Train and support onboarding of Level I staff as directed by the Clinic Manager.
Serve as a point of escalation for complex scheduling issues, insurance questions, or front-office operational challenges.
Maintain a high level of accuracy in registration, documentation, and financial workflows to support clean claims and reduce errors.
Perform other duties as assigned, supporting overall clinic operations.