Patient Services Representative (CC2699 - NIC)

CommuniCare Health Center Jobs•San Antonio, TX

About The Position

The Patient Services Representative answers telephone calls, makes appointments, provides customer service, and assists with referrals for Family Practice, Pediatric, and Behavioral Health providers. The role supports insurance coverage verification and authorization requests, enters referrals, and documents communications in the Electronic Medical Record system. It also maintains the appointment system in accordance with applicable professional, administrative, and legal requirements. The representative provides courteous and prompt telephone service, schedules appointments using provider templates, keeps patient information current, and coordinates with providers and support staff to optimize schedules. Responsibilities also include entering accurate demographic information in NextGen EPM, explaining documentation requirements, tracking referrals, and informing patients about Sliding Fee Scale availability and participation requirements. Calls involving immediate patient needs or complaints must be directed promptly to the appropriate clinical or supervisory personnel. Scheduled hours and/or work locations may change.

Requirements

High school graduation or equivalent.
At least one year of customer service experience.
Basic computer skills, including data entry and keyboarding skills.

Nice To Haves

Medical background experience preferred.
Bilingual in English and Spanish preferred.

Responsibilities

Answer telephone calls promptly and courteously, using established telephone etiquette.
Support changes to call-flow processes and communication services; suggest and participate in service-improvement efforts.
Schedule patient appointments according to established provider templates and ensure patient information is current or updated.
Coordinate with providers and support staff to optimize provider schedules and make patient schedule changes as needed.
Schedule and relay information with companies or organizations in the healthcare field.
Enter accurate demographic information in NextGen EPM.
Inform patients of documentation required for registration, account updates, or release of patient information.
Track referrals and maintain appropriate documentation to promote patient safety.
Inform patients about Sliding Fee Scale availability and documentation required to participate.
Refer calls promptly to the appropriate clinic or clinician nurse when a patient expresses an immediate need.
Transfer complex or complaint calls to the appropriate Director, Supervisor, or Department while supporting patient satisfaction and confidentiality.
Provide internal and external customer service by telephone to assist patients with healthcare needs.
Perform other related duties as assigned.