Patient Service Representative

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

The Patient Service Representative, under the supervision of the Lead Patient Service Representative, will assist in the day-to-day operations and planning of the Customer Service Department, enhance customer service experience and engagement, and facilitate patient services across all clinical departments. Also, to ensure excellent service standards, the Patient Service Representative will respond efficiently to customer inquiries and maintain a high level of customer satisfaction.

YOUR RESPONSIBILITIES

• Ensure that all interactions between Administration, Customer Service operations, and patients are professional, helpful, provides empathy and creates an atmosphere of CRCH being a safe place and welcoming place for all community members that enter, call, or seek our services, as a member of the Community Support Service Team.
• Greet and welcome patients and visitors to the health center.
• Provide consistently positive customer service.
• Become cross-trained to cover all department needs within 3 months of hire, including check-out.
• Work closely with medical, dental, behavioral health, and vision providers, nurses and medical assistants to inform patients about delays and waiting times.
• Ensure all patient requests for appointments are responded to in a timely manner, including from the patient portal, voice mails left, calls picked up, and walk-ins.
• Listen to customer feedback and resolve any issues or conflicts.
• Collaborate with the Health Benefits Department and follow up with their booking guidelines to help patients who are inactive and ensure that HB workflows are followed appropriately.
• Collaborate and work closely with in-house call center.
• Ensure that the patient has an approved plan in place before/or at the time of the visit.
• Schedule patients for medical, vision, and dental appointments.
• Inform all patients of necessary payments prior to appointment and collect payment before services are provided.
• When working in Vision, confirm the extent of insurance coverage with the vision insurance plans prior to the visit and advise patients about coverage and financial responsibility (of the patient).
• Generate appropriate paperwork to ensure billing for services.
• Be flexible and available to cover staffing needs across the health center when other staff are not available as assigned by Lead Patient Service Representative or designee.
• Capacity and willingness to collaborate across all departments, creating strategic solutions for both colleagues and patients. Maintain a positive work environment.
• All other duties, tasks, and responsibilities assigned/approved by Lead Patient Service Representative or designee.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

• At least 3 years of health care experience, customer service experience and in/outpatient clinical setting.
• Models exceptional customer service for staff; ability to show each and every patient they matter, and their needs are important. Must have the ability to show and have empathy and humility.
• Ability to problem solve in the moment, tackle a problem, and then go back and debrief with Lead Patient Service Representative.
• Familiar with Outlook, Electronic Medical Programs, registration and scheduling systems.
• Accurate and responsible when dealing with co-payments, deductibles and other payment transactions.
• Experience in diverse culture preferred with strong commitment to promoting Diversity Equity and Inclusion and reducing inequities.
• Ability to learn and keep up to date of all medical insurances.
• Must be willing to work at both locations when needed (Brighton and Waltham).
• Must be willing to train throughout ALL departments. Cross departmental coverage as needed.
• Preferred Bilingual English/Spanish or English/Portuguese.

WHO WE ARE & WHAT WE DO

Charles River Community Health's mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community. We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing customer service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Patient Service Representative rewarding and impactful! You will also find a partner in your career path goals and trajectory!

OUR BENEFITS & PERKS

• Medical & Dental Insurance
• Short & Long-term Disability Insurance
• Generous Paid Time Off
• Flexible Spending Account
• Employee Assistance Program
• Tickets at Work
• Health Reimbursement Arrangement
• Travel Reimbursement
• Professional Development Opportunities
• Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.