PATIENT SERVICE REPRESENTATIVE - FLOAT (DENTAL/VISION)

About the role

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 Manager, 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.

Responsibilities

• Ensure that all interactions between Administration, Customer Service operations, and patients are professional, helpful, provides empathy and creates an atmosphere of CRCH being a safe place and welcoming place for all community members that enter, call, or seek our services, as a member of the Community Support Service Team.
• Greet and welcome patients and visitors to the health center.
• Provide consistently positive customer service.
• Become crossed trained to cover all department needs within 3 months of hire, including check‑out.
• Work closely with medical, dental, behavioral health, and vision 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, voice mails left, calls picked up, and walk‑ins.
• Listen to customer’s feedback and resolve any issues or conflicts.
• Collaborate with the Health Benefits Department and follow up with their booking guidelines to help patients who are inactive and ensure that HB workflows are followed appropriately.
• Collaborate and work closely with in‑house call center.
• Ensure that the patient has an approved plan in place before/or at the time of the visit.
• Schedule patients for medical, vision, and dental appointments.
• Inform all patients of necessary payments prior to appointment and collect payment before services are provided.
• When working in