PATIENT SERVICE REPRESENTATIVE

Title: Customer Service Representative

Location: Onsite

Status: Full-time, Monday-Friday 8:30am - 5:00pm

PRIMARY PURPOSE

The Customer Service Representative, working under the supervision of the organization’s Operations Manager, provides direct service to patients. They are often the first and last person a patient interacts with at LCH&D and therefore play an integral role in managing the overall patient experience. Customer Service Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.

EDUCATION AND CERTIFICATION REQUIREMENTS

• Must have a high school diploma or GED.

SKILL AND EXPERIENCE REQUIREMENTS

• At least 2 years of experience as a receptionist, secretary, or customer service representative preferably in a healthcare setting (equivalent experience in another office setting is acceptable.)

• Bilingual Spanish speaking is a plus.

• Knowledge of dental and medical terminology.

• Must have proficient computer skills and the ability to become proficient in software programs specific to LCH&D i.e. NextGen, EPM, EHR, etc.

• Strong computer skills with proficiencies in Outlook, Word, PowerPoint, Excel.

• Accurate typing and data entry skills.

• Excellent customer service skills.

• Ability to independently coordinate multiple tasks.

• Ability to be responsive in working with a culturally-diverse patient population.

• Ability to work cooperatively with others.

ESSENTIAL FUNCTIONS

• Perform patient registrations by completing an accurate face-to-face discussion to obtain demographic, insurance, financial and appointment related information.

• Schedule appointments in accordance with guidelines.

• Complete daily scanning/indexing duties as assigned, to include assisting other departments as needed.

• Collect co-pay/account payments-return receipts and change.

• Monitor accepted insurance plans and validation thereof.

• Work closely with the billing department to ensure compliance of the payment process and ensure appropriate corrections are made as needed.

• Ensure that adequate office supplies are available to complete tasks and is aware of utilization of the same.

• Prioritize and multi-task to meet the demands of a busy office including high-volume of phone calls and walk-in traffic.

• Maintain patient flow.

• Build positive relationships with internal and external customers/ patients.

• Demonstrate professional phone etiquette and take complete and accurate phone messages.

• Must maintain accurate records.

• Comply with HIPAA guidelines as all times

BENEFITS

• Excellent Training and Orientation Program

• Paid Holidays

• Generous Paid Time Off (PTO)

• Health, Dental, and Vision Insurance

• Prescription Coverage

• Employer Paid Life Insurance

• Employer Paid Short- and Long-Term Disability

• 401(k) Retirement Plan

• Giving back, outreach, and true advocacy to the patient community we serve.

Lorain County Health & Dentistry (LCH&D) is an Equal Opportunity Employer and is committed to adhering to employment practices in accordance with the EEOC.

LCH&D will ensure that all persons with disabilities are provided reasonable accommodations for the hiring process. If an accommodation is needed please contact the LCH&D Human Resources Department.