Patient Services Representative I/II

Patient Service Representative I/II

About the Role

Village Health Center at Father Joe's Villages provides integrated healthcare services to individuals experiencing homelessness and other vulnerable populations. Patient Service Representatives play a crucial role in ensuring patients receive the care they need.

Responsibilities

• Welcome and assist patients, clients, and visitors as the first point of contact within the Village Health Center.
• Register patients and maintain accurate demographic, insurance, and eligibility information within the electronic health record.
• Schedule, reschedule, and cancel appointments while supporting efficient clinic operations and patient flow.
• Verify insurance eligibility, benefits, and coverage and assist patients with required registration and eligibility documentation.
• Screen patients for sliding fee eligibility and collect payments in accordance with established procedures.
• Communicate professionally with patients, providers, and staff to address questions, coordinate services, and support access to care.
• Maintain accurate documentation and protect patient privacy in accordance with HIPAA and organizational requirements.
• Collaborate with clinic staff and internal departments to support quality patient care and efficient service delivery.
• Follow established workflows, policies, procedures, and regulatory requirements.

Requirements

• High School Diploma or GED required.
• Experience using an electronic health record (EHR) system required; experience with EPIC preferred.
• Experience working with individuals experiencing homelessness, economic hardship, behavioral health conditions, or other barriers to healthcare access preferred.
• Relevant healthcare front-office or patient access experience: Patient Service Representative I - Minimum six (6) months of healthcare front-office experience preferred and at least three (3) months of EHR experience required. Patient Service Representative II - Minimum two (2) years of progressively responsible experience in healthcare patient access, registration, scheduling, or related front-office functions.
• Bilingual English/Spanish proficiency preferred.
• Certified Healthcare Access Associate (CHAA) certification preferred for Patient Service Representative II.

Qualifications

• Provides professional, respectful, and responsive customer service to patients, visitors, providers, and staff.
• Communicates clearly and effectively in person, by telephone, and in writing.
• Maintains accuracy while collecting, verifying, and entering patient, insurance, and scheduling information.
• Demonstrates strong organization, attention to detail, and follow-through.
• Uses sound judgment and problem-solving skills to address patient access, scheduling, and registration concerns.
• Balances multiple responsibilities while maintaining a positive patient experience.
• Works effectively both independently and as part of a team.
• Demonstrates knowledge of patient registration, scheduling, insurance verification, confidentiality requirements, and healthcare customer service practices.
• Maintains commitment to serving diverse populations with compassion, dignity, and respect.

Key Competencies

• Provides professional, respectful, and responsive customer service to patients, visitors, providers, and staff.
• Communicates clearly and effectively in person, by telephone, and in writing.
• Maintains accuracy while collecting, verifying, and entering patient, insurance, and scheduling information.
• Demonstrates strong organization, attention to detail, and follow-through.
• Uses sound judgment and problem-solving skills to address patient access, scheduling, and registration concerns.
• Balances multiple responsibilities while maintaining a positive patient experience.
• Works effectively both independently and as part of a team.
• Demonstrates knowledge of patient registration, scheduling, insurance verification, confidentiality requirements, and healthcare customer service practices.
• Maintains commitment to serving diverse populations with compassion, dignity, and respect.

Work Schedule

This is a full-time position typically scheduled Monday through Friday. Work is performed in clinic, healthcare, office, and reception environments and requires frequent interaction with patients, providers, healthcare professionals, support staff, and visitors. Occasional schedule adjustments may be needed based on clinic operations and patient care needs.

Compensation & Benefits

• The anticipated starting pay ranges for the role are:
• Patient Service Representative I: $22.00 to $23.50 per hour
• Patient Service Representative II: $23.00 to $25.30 per hour
• Final level and starting pay will be determined based on qualifications, relevant experience, demonstrated competencies, and internal equity.

• Father Joe's Villages offers a comprehensive benefits package, including medical, dental, and vision coverage, retirement plan options, paid time off, and professional development opportunities.
• Employees also have access to wellness programs and employee assistance resources to support work-life balance and overall well-being.

Conditions of Employment

• Employment is contingent upon successful completion of applicable pre- and post-employment requirements, which may include background checks, health screenings, certification verification, and other requirements relevant to the role.

Equal Employment Opportunity

Father Joe's Villages is an equal opportunity employer dedicated to building a diverse, inclusive workforce. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other characteristic protected by law.