Patient Services Representative - Lowell Clinic

Partnership Health Center•Missoula, MT

2d•Onsite

About The Position

Partnership Health Center is hiring a Patient Services Representative for its Lowell Clinic. The role performs clerical and reception duties, including patient registration, appointment scheduling, phone screening, message routing, chart and electronic-record updates, and coordination with clinical staff to support timely patient flow. The representative reviews patient information, verifies income and payer sources, explains the sliding fee scale, assesses eligibility for discounted services, collects documentation, helps arrange payment plans, calculates fees, collects payments, and reconciles daily transactions and deposits. The position provides compassionate, patient-centered service and requires professionalism and empathy during challenging interactions. It works under the general supervision of the Patient Services Supervisor or designee, with no formal supervisory responsibility. The position is not eligible for remote work. Work may include early morning or evening hours and weekends, and may involve exposure to communicable diseases. Partnership Health Center is a 14-site Federally Qualified Health Center serving more than 18,000 individuals and families in Missoula County. It provides medical, dental, and behavioral health services, as well as an on-site pharmacy, with a focus on social determinants of health. The Patient Services Representative regularly works with the public, PHC staff, Finance Office staff, and provider care teams. The role may also support waiting and cancellation lists, help patients complete forms, assist with medical records, and perform general secretarial duties.

Requirements

High school graduation or GED; an equivalent combination of education and experience may be considered.
At least one year of face-to-face customer service experience.
Working knowledge of modern medical office practices and procedures, including computerized patient scheduling.
Working knowledge of medical terminology, business English, spelling, punctuation, and math.
Working knowledge of Medicare and Medicaid billing principles and practices and HIPAA compliance.
Working knowledge of PHC Corporate Compliance Guidelines and PHC sliding fee scale eligibility requirements and process.
Working knowledge of Medicare and Medicaid eligibility factors and basic knowledge of Affordable Care Act rules and regulations.
Skill using modern office machines, multi-line phone systems, and data-entry equipment.
Basic keyboarding speed of 35 words per minute.
Ability to learn assigned tasks and procedures; perform precise, accurate detailed work; manage multiple tasks and priorities; work independently; and work in a stressful, hectic environment.
Ability to collect and reconcile large sums of money and use initiative, good judgment, and maturity when handling confidential work.
Ability to communicate effectively in English, orally and in writing, and establish and maintain effective working relationships with diverse individuals and groups.
Ability to keep patients at the center of PHC’s service model, provide supportive customer service, and work proactively as part of a team.
Requires immunizations or proof of immunity to certain infectious diseases and a TB test. New employees will be asked to volunteer vaccination status for required vaccines upon hire and will be offered assistance obtaining necessary immunizations. Reasonable accommodation is available in the circumstances described in the posting.
Subject to a criminal background check with fingerprinting.

Nice To Haves

Healthcare experience.
Experience in a call center or prior work in a dental or medical office.

Responsibilities

Greet and register patients for appointments.
Screen incoming phone calls, record messages, and route calls to appropriate departments.
Schedule appointments and enter patient information into the system according to established protocols.
Print and distribute daily schedules and make appointment reminder calls.
Review patient charts for required updates and verify income and payer sources; update charts and electronic records.
Interview patients seeking financial assistance and explain the sliding fee scale and eligibility requirements.
Obtain income documentation, determine eligibility, and assist patients with setting up payment plans.
Refer patients to an Eligibility Technician for appropriate Medicaid, Medicare, or insurance enrollment support.
Calculate nominal fees and collect payments for visits and outstanding balances.
Reconcile end-of-day postings with cash on hand, resolve discrepancies, and submit the daily deposit.
Support clinical staff as part of a care team through efficient scheduling and coordination.
Help facilitate timely patient flow and communicate delays or schedule changes to patients.
Secure facility entrances at the end of the shift and tidy the lobby area.
As needed, manage waiting and cancellation lists, help patients complete medical information and forms, support medical-records work, or perform general secretarial duties.
Perform related work as required or directed.