Patient Service Representative I

Neighborhood Health Center is a non-profit organization based in Portland, OR, dedicated to serving underserved patients through primary care, internal medicine, and dental services. Our mission is to provide comprehensive, patient-centered care that addresses the holistic needs of our community.

About the role

This position serves as the initial point of contact for patients at Neighborhood Health Center, handling medical-related calls to schedule appointments, answer inquiries, and transfer calls as necessary. The role operates in a fast-paced, multi-phone call center environment.

Responsibilities

• Answer incoming medical calls promptly and courteously, using established protocols to direct calls appropriately.
• Document frequently and route messages to relevant medical staff in the Electronic Health Record (EHR).
• Pre-register patients in the EHR and schedule appointments according to office guidelines.
• Input data accurately into the EHR.
• Absorb and confirm appointments, assist in contacting and rescheduling patients when provider schedules change.
• Operate phones according to clinic policy and transfer to answering service during closing hours.
• Remain calm and efficient in high-pressure and emergency situations.
• Assist in training new employees on specific tasks as needed.

Qualifications

• High school diploma or equivalent.
• At least one year of experience in a fast-paced customer service setting, preferably in healthcare.
• Strong communication skills, including oral and written, especially under stress.
• Basic knowledge of medical terminology and insurance billing terms is preferred.
• Ability to communicate effectively with diverse populations.
• Proficiency in Spanish is strongly preferred.
• Attention to detail and accuracy in data entry.
• Confidentiality and compliance with HIPAA policies.
• Ability to work in a fast-paced, multi-tasking environment.
• Knowledge of customer service principles and practices.
• Ability to use EPIC Electronic Health Record.

Benefits

NHC offers a competitive compensation and benefits package, including 20 days of paid time off (PTO), 9 paid holidays, health, dental, and vision insurance, quarterly wellness reimbursements, a generous 401(k) retirement plan with employer match, employer-paid disability insurance, Employee Assistance Program (EAP), and life insurance. Employees have also been recognized as a Top Workplace in 2020, 2021, 2022, 2023, and 2024.