Customer Service Rep

Description

The Customer Service Representative - Registration / Pre-Registration is responsible for supporting efficient patient access operations through appointment pre-registration, demographic and insurance verification, patient communication, and front-end registration support. This position plays a key role in ensuring accurate patient information, smooth registration workflows, and a positive patient experience across Hamilton Health Center satellite locations including Newport, Millersburg, Union Deposit, and Steelton.

• Guide patients through the registration and pre-registration process in a professional and patient-centered manner.
• Verify and update patient demographic, insurance, guarantor, and appointment information prior to scheduled appointments.
• Review assigned Primary Care Provider (PCP) information and assist patients with PCP updates when appropriate.
• Inform uninsured or underinsured patients of documentation needed for Sliding Fee Program eligibility determination.
• Verify insurance eligibility and communicate co-pay responsibilities to patients prior to service.
• Update insurance coverage information when changes are identified.
• Inform patients of required documentation for appointments, including insurance cards, photo identification, referrals, and prior medical records when applicable.
• Answer incoming telephone calls and respond to patient questions related to registration, scheduling, and practice operations.
• Maintain accurate documentation within the Electronic Medical Record (EMR) system.
• Support front-end office operations and patient flow at assigned satellite locations.
• Maintain professionalism, confidentiality, and compliance with HIPAA and Hamilton Health Center policies and procedures.
• Work collaboratively with clinical and operational staff to ensure continuity of patient care and service excellence.
• Travel between satellite locations as operationally needed.
• Perform additional duties as assigned in support of departmental and organizational operations.

• Strong customer service and interpersonal communication skills.
• Ability to communicate professionally with patients, staff, leadership, and external stakeholders.
• Strong attention to detail and organizational skills.
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced healthcare environment.
• Working knowledge of insurance verification, patient registration workflows, and medical office operations preferred.
• Ability to maintain strict confidentiality and professionalism at all times.
• Ability to work independently and collaboratively within a team environment.
• Proficiency in Microsoft Office and Electronic Medical Record (EMR) systems.
• Ability to adapt to changing operational needs and workflows across multiple locations.
• Commitment to Hamilton Health Center's mission, vision, and workplace values.

• High School Diploma or equivalent required.
• Minimum of one (1) year of customer service, patient access, registration, or medical office experience preferred.
• Experience working in a healthcare, FQHC, or medical office environment preferred.
• Bilingual abilities may be preferred depending on operational needs.

Hamilton Health Clinic is an equal opportunity employer. We are committed to providing an inclusive and diverse work environment where all employees are valued, respected, and have the opportunity to succeed. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, or any other protected status. All employment decisions are based on qualifications, merit, and business needs.

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