Patient Service Representative

CLASSIFICATION/STATUS: Non-Exempt, Full Time, Permanent

IMMEDIATE SUPERVISOR: Site Director

SUPERVISORY RESPONSIBILITIES: None

SALARY BAND: 1 ($20-$26 /HR)

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 Site Director, will assist in the day-to-day operations and planning of the Patient Service team, enhance patient service experience and engagement, and facilitate patient services across all clinical departments.

To ensure excellent service standards, the Patient Service Representative will respond efficiently to patient inquiries and maintain a high level of customer satisfaction.

• As a member of the Community Support Service team, ensure that all interactions between Administration, Patient Service operations, and patients are professional, helpful, provide empathy and create an atmosphere of CRCH being a safe and welcoming place for all community members that enter, call, or seek our services.
• Greet and welcome patients and visitors to the health center.
• Provide consistently positive customer service.
• Cross-train to cover all department needs within three months of hire, including check-out.
• Work closely with Medical, Dental, and Behavioral Health 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, voicemails, calls, and walk-ins.
• Listen to customer feedback and resolve any issues or conflicts.
• Collaborate with the Health Benefits Department and follow their booking guidelines to help patients who are inactive and ensure that departmental workflows are followed appropriately.
• Collaborate and work closely with in-house Call Center.
• Ensure that patients have an approved plan in place before or at the time of the visit.
• Schedule patients for Medical and Dental appointments.
• Inform all patients of necessary payments prior to appointment and collect payment before services are provided.
• Generate appropriate paperwork to ensure billing for services.
• Be flexible and available to cover staffing needs across both health center sites (Brighton and Waltham) when other staff are not available as assigned by Site Director, Team Lead, or designee.
• Show 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 the Site Director, Team Lead, or designee.

• At least 3 years of health care experience, customer service experience, and experience in outpatient clinical setting.
• Models exceptional customer service for staff; ability to show each and every patient they matter, and that their needs are important. Must exhibit empathy and humility.
• Must be willing to work onsite at Waltham, MA location.
• Ability to problem solve in the moment and debrief with Site Director and Team Lead.
• Familiar with Outlook, Electronic Medical Programs, registration and scheduling systems.
• Accurate and responsible when dealing with co-payments, deductibles and other payment transactions.
• Ability to learn and keep up-to-date of all medical insurances.
• Must be willing to train throughout all departments and provide cross-departmental coverage as needed.
• Preferred Bilingual English/Spanish or English/Portuguese.

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 14,000 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…