Customer Service Representative

Position Summary

The Customer Service Representative (CSR) supports efficient clinic operations by providing high-quality front-desk services, including patient registration, appointment scheduling, and insurance verification. This role ensures a welcoming environment while maintaining accuracy and professionalism in all patient interactions. As a key point of contact, the CSR represents the organization and is expected to uphold high standards of service and confidentiality.

Responsibilities and Duties

• Greet patients and visitors in a courteous, professional manner.
• Register patients accurately in the electronic health record (EHR), including obtaining consents and verifying insurance.
• Communicate co-pays and financial responsibilities; collect payments and issue receipts.
• Schedule, cancel, and confirm appointments according to clinic protocol.
• Process medical record requests in compliance with privacy regulations.
• Maintain and update sliding fee scale (SFS) applications and calculate discounts as needed.
• Perform insurance eligibility checks and secure required authorizations.
• Monitor and manage incoming phone calls; take and relay accurate messages.
• Coordinate with clinical staff for schedule adjustments or urgent appointment needs.
• Maintain accurate records and logs, including no-shows, cancellations, and appointment reminders.
• Scan and upload documents to the EHR system in a timely and accurate manner.
• Balance cash drawer and complete end-of-day closeout procedures.
• Follow all organizational policies, procedures, and safety guidelines.
• Provide Good Faith Estimate (GFE) for uninsured or self-pay patients in accordance with the No Surprise Act guidelines.
• Perform other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities:

• Strong customer service and communication skills.
• Proficiency with computers and office equipment.
• Ability to multitask and work in a fast-paced environment.
• Knowledge of commercial, Medicare, and Medicaid insurance requirements.
• Strong organizational skills and attention to detail.
• Ability to always maintain confidentiality and professionalism.

Education: High School diploma or GED required.

Experience: Minimum of 1 year in a customer service or healthcare setting is preferred. Experience with EHR systems is desirable. Knowledge of medical terminology and insurance processes is preferred.

Physical Demands

• Prolonged periods of sitting and computer use.
• Occasional bending, stooping, and lifting to 30 pounds.
• Frequent interaction with patients, including those who may be ill.
• Normal hearing and vision required for communication and data entry.

Work Environment

• High-stress, fast-paced environment.
• Office based clinical environment within healthcare setting.
• Work is primarily indoors with extended periods of computer use.