Hourly Customer Service Representative

About the Role

DeKalb Public Health (DKPH) works to protect, promote and improve the health and well-being of all DeKalb County residents. We are accepting applications for an Hourly Customer Service Representative at the T.O. Vinson Health Center in the Clinical Services division.

Responsibilities

• Maintain front desk operations, including check-in/check-out and greeting patients and visitors in a professional, welcoming, and confidential manner
• Answer incoming phone calls, respond to emails, and address general questions about clinic services, appointments, and PrEP
• Schedule, reschedule, and confirm new and follow-up appointments in the clinic electronic medical record (EMR) system
• Register new patients and update demographic, insurance, and contact information in the EMR
• Verify insurance eligibility and assist patients with completing required registration and consent forms
• Assist patients with completing intake paperwork and patient satisfaction surveys as needed
• Maintain patient confidentiality and comply with HIPAA and clinic privacy policies
• Coordinate referrals, laboratory appointments, and follow-up visits as directed by clinical staff
• Monitor appointment schedules, send reminders, and conduct outreach to patients who miss appointments to support retention in care
• Route prescription refill requests, prior authorization inquiries, and clinical questions to the appropriate staff
• Process medical records requests, fax documents, and scan records into the EHR
• Order and maintain office supplies and educational materials if and when assigned
• Provide culturally sensitive, nonjudgmental customer service to individuals from diverse backgrounds, communities and populations disproportionately affected by HIV
• Assist with quality improvement activities, such as ensuring complete documentation and supporting patient retention initiatives
• Participate in staff meetings, required trainings, and workflow improvement efforts
• Complete data entry projects and information compiling tasks to generate reports
• May represent the manager in various matters
• Perform other duties as assigned

Minimum Qualifications

• High school diploma/GED
• One (1) year of experience communicating information in a customer service setting

Preferred Qualifications

• Excellent customer service and interpersonal communication skills
• Ability to interact with diverse patient populations in a respectful, culturally responsive, and nonjudgmental manner
• Familiarity with HIV prevention, PrEP, PEP, STI services, and sexual health (or willingness to learn)
• Strong verbal and written communication skills
• Ability to maintain patient confidentiality and comply with HIPAA requirements
• Proficiency with electronic health records (EHRs), Microsoft Office Suite, and standard office equipment
• Experience scheduling appointments, registering patients, and verifying insurance eligibility
• Familiarity with public health programs, Medicaid, Medicare, commercial insurance, and patient assistance programs is preferred
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment
• Excellent attention to detail and accuracy in data entry and documentation
• Ability to work collaboratively as part of a multidisciplinary healthcare team
• Problem-solving skills and the ability to handle challenging situations professionally and calmly
• Ability to communicate effectively with individuals of varying health literacy levels
• Experience working in HIV, STI, infectious disease, primary care, community health, or public health settings is preferred
• Commitment to providing equitable, trauma-informed, and patient-centered care
• Ability to maintain professionalism, discretion, and compassion when discussing sensitive health information
• Knowledge of quality improvement principles and patient retention strategies is a plus
• Ability to work well in a team environment and adapt to changing needs or priorities in a dynamic public health setting

Work Conditions

May operate in both an office and a field environment.