Customer Service Representative / Dental
DESCRIPTION
CENTROMED OVERVIEW
CENTROMED is a 501(c)(3) non-profit organization providing healthcare for all populations. It is a primary care provider and Federally Qualified Health Center (FQHC) with multiple locations in San Antonio and New Braunfels. Since its founding in 1971, CentroMed has grown to become a network of high-quality healthcare clinics offering comprehensive health and dental care to all populations, regardless of income limitations.
About the Role
As the Customer Service Representative (CSR), you will serve as the primary source of contact for patients at CentroMed clinics. You will ensure patients have positive experiences and will be responsible for registration and processing of all patients/families requesting health care, social services, and counseling. You will also coordinate encounter data entry to meet program and agency deadlines, conduct and record patient financial reviews, billing, collections, and data summaries relevant to the agency's annual UDS report and Compliance & Quality Improvement activities.
BENEFIT PACKAGE
A competitive compensation package includes health, dental, vision, and life insurance, retirement plans with company match contributions, basic life insurance, short and long-term disability, flexible spending account (FSA), wellness employee assistance (EAP), travel reimbursement, critical illness insurance, hospital indemnity, and accident insurance. Additional benefits include six paid company holidays, two extra floating holidays, paid time off/vacation time, career development opportunities, and many other benefits in a collaborative culture focused on work-life balance, innovation, and teamwork.
Duties and Responsibilities
Establish and update accounts in the computer system using name, alias, family members, SSN, and account numbers. Enter charges for self-pay, insurance, and eligibility programs. Reconcile charges at the end of each day. Determine patient eligibility for special programs (e.g., Methodist Healthcare Ministries, and others). Assist patients and visitors who walk into the clinic. Answer telephones identifying self and name of clinic. Demonstrate an excellent understanding of insurance (especially Medicaid, Medicare, and CHIP) and eligibility (Methodist Homeless) programs, including the use of TMHP and Availity to verify current insurance status. Schedule patient appointments according to established protocols. Maintain 100% productivity rate. Demonstrate proficiency in encounter entries, maintaining logs, knowledge of referrals, and outreach paperwork. Review and update household’s financial and demographic information annually. Perform intake interview on all new patients using a standard registration form and confirm homelessness. Review and update patient registration form and demographic information periodically. Assemble necessary medical/dental record forms for specific patient categories and initiate encounter form as necessary. Follow-up on no-shows as directed by Provider. Maintain excellent personal attire to include uniform, nametag, and compliance with CentroMed appearance as outlined in the Employee Policy Handbook. Demonstrate excellent attendance and punctuality. Assist clinical teams in patient assessment via observation and notify clinician in the event of an emergency. Abide by policies and procedures dictated in the Employee Safety Handbook, including maintaining agency, OSHA, and JCAHO compliance standards. Participate in the agency’s Quality Improvement Program. Assist with outreach activities and other duties as assigned by the Director or Supervisor.
Physical Requirements
Must be able to perform the essential functions of the position. Must meet the attendance requirements of the position. Must not pose a threat to the health or safety of other individuals in the workplace. Must be able to lift up to 20 pounds unassisted. Must be able to deliver excellent customer service, externally and internally.
Qualifications
Education: High School Diploma or equivalent. Experience: General experience working in a health care setting; and experience with medical data entry preferred. Strong clerical skills to include keyboarding and a good understanding of basic math. Computer knowledge and use of calculator. Must possess mental ability to conduct interviews, reconcile encounter reports, and conduct audits with a better-than-average attention to detail. Bilingual English/Spanish.