Patient Services Representative - Part-time

NorthLakes Community Clinic•Oconto, WI

20h•$20

About The Position

The Patient Services Representative (PSR) helps patients navigate NorthLakes Community Clinic services by identifying and removing barriers and connecting patients with appropriate resources and services that support their health and wellness. The role creates a welcoming clinic experience and guides patients through the processes involved in their service line. Candidates must reside within NorthLakes' service area when hired and maintain residency throughout employment. The PSR uses electronic systems to record patient demographic information and schedule appointments, coordinates referrals and prior authorizations, verifies insurance eligibility, collects payments, and reconciles daily cash reports. The representative answers and routes telephone inquiries, manages appointment reminders, and explains services available within the clinic and across the organization. PSRs are cross-trained in front-desk functions and participate in training on customer service, HIPAA, business etiquette, forms, and department workflows, applying that training in daily operations. Other duties may be assigned.

Requirements

High school diploma or equivalent, plus one of the following: a one-year certificate from a college or technical school; three months of related experience and/or training; or an equivalent combination of education and experience.
Previous customer service experience is required.
Current CPR certification or obtain certification within the first six months of employment.
Must reside within NorthLakes' service area at the time of hire and maintain residency throughout employment.

Nice To Haves

Ability to navigate computerized applications used in the role, such as EMR, EDR, VSC, patient portals, insurance portals, and reminder-call systems.
Knowledge of ethics, HIPAA, and business etiquette, evidenced by a current training certificate of completion.

Responsibilities

Welcome patients and visitors, greet them upon arrival, and direct them to appropriate locations.
Use EMR/EDR systems to accurately capture patient demographic information and schedule appointments with appropriate services or providers.
Process and coordinate internal and external referrals according to department and site needs.
Coordinate prior authorizations as required by patient insurance guidelines.
Verify patient insurance eligibility through the appropriate portals.
Collect patient payments and reconcile daily cash reports.
Answer telephone inquiries, respond when appropriate, route callers, or initiate telephone notes for follow-up.
Manage automated reminder responses and make reminder calls as needed.
Stay knowledgeable about clinic and organization-wide services and direct patients to them.
Guide patients through the Patient Experience within the clinic service line and explain relevant steps and processes.
Cross-train in various front-desk functions.
Participate in training on customer service, HIPAA, business etiquette, forms, and department workflows, and comply with these practices in daily operations.
Perform other duties as assigned.

Benefits

Medical and dental insurance for eligible employees working 24 or more hours per week.
Employer-paid group term life and disability insurance for eligible employees working 24 or more hours per week.
Employer contribution toward a Health Savings Account for eligible employees working 24 or more hours per week.
Flexible Spending Accounts for eligible employees working 24 or more hours per week.
Paid Time Off, paid holidays, and a Paid Leave Bank for eligible employees working 24 or more hours per week.
403(b) plan with a 4% employer match for eligible employees working 24 or more hours per week.
Voluntary vision insurance.
Voluntary supplemental life, AD&D, and disability coverage.
Tuition reimbursement.
Health and Wellness reimbursement program.
Employee Assistance Program and specialized behavioral health services and resources for employees and family members.
Partner of the HRSA/NHSC loan repayment program.