Position Summary:

The Call Center Representative/PSR I in the Call Center reports to the Practice Administrator and works in the Call Center. The Call Center Representative/PSR I is responsible for performing tasks that directly support Health Center’s front-end revenue cycle management functions and clinic administrative processes.

The Call Center Representative/PSR I is required to provide excellent customer service for patients, staff, and providers alike, and to ensure a positive patient experience for Codman Square Health Center’s patients and their families.

The Call Center Representative/PSR I must have a solid knowledge of medical insurance terminology, good verbal, and written communication skills, as well as the ability to effectively prioritize and manage their work.

All Call Center Representatives/PSR I staff will be trained on the Codman Square Health Center’s specific requirements and workflows and expected to adhere to all standards and protocols.

Primary Call Center Responsibilities:

• Schedule appointments for all primary care, update and cancel appointments per established policies and procedures.
• Register new patients per registration protocols over the phone.
• Document all patients inquires in the EHR.
• Identify and escalate scheduling/clinical concerns.
• Respond to routine questions from patients.
• Confirm referrals order in the EHR.
• Provide accurate information about provider schedules.
• Update patient demographics
• Confirm patients have insurance before scheduling appointment.
• Managing call flow in conjunction with navigating multiple screens
• Manage call talk time within 2mins.
• Retrieve Call Center voicemail messages.
• Perform all other tasks related to Call Center department areas of responsibilities.
• Communicate to clinical staff via the EHR.
• Route calls to the appropriate clinical department
• Provides customer satisfaction to both internal and external customers and strives to continuously improve service.
• Respond to patient needs in a professional manner.
• Modeling effective communication and excellent customer service skills.

Secondary PSR Responsibilities:

• Responsible for welcoming all patients by smiling and establishing eye contact with patients.
• Responsible for monitoring the waiting rooms, coordinate with clinical staff to notify patients of any delays.
• Responsible for performing patient Check In functions, incl. registration, insurance verification, collecting required co-pays or other payments, administering the sliding scale discount program, and ‘arriving’ patients for their appointments in the EHR.
• Entering prescription requests into the Electronic Health Record (EHR).
• Responsible for assisting patients with completing / collecting pre-visit, consent, and other forms; processing patient forms, letters or obtaining prescription request information from patients.
• Responsible for performing patient Check Out, incl. scheduling follows up appointments, specialist appointments, assisting and educating patients on referral process.
• Responsible for scheduling same day and follow up appointments, conducting appointment reminder calls, putting patients on recall list, processing patient no shows and cancellations, and performing end of day reconciliations.
• Responsible for coordinating transfer of patients from clinics and Urgent Care.
• Must use sound judgment to determine when and to whom to escalate issues to ensure resolution.
• Must adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
• Must meet service level expectations and identified key performance indicators.
• Required to follow standard operating policies and procedures, while delivering expedient, professional responses to patients inquires and concerns.
• Other duties as assigned.

• Work Schedule consists of one evening (12p-8:30p) per week and 1-2 Saturdays per month. When working a Saturday, the following Friday would be the day off.

Qualifications and Skills:

• High school diploma or GED required.
• A minimum of 1 year experience in a call center, medical/clinical office environment or Health or Dental insurance industry required.
• Previous customer service background required.
• Haitian Creole or Spanish preferred
• Excellent customer service and interpersonal skills.
• Ability to interact with diverse patient population.
• Solid computer literacy: ability to multitask, organize and prioritize one’s own work.
• Solid understanding of medical insurance terminology.
• Knowledge of Community Health Center or Hospital patient registration systems, insurance eligibility verification systems (i.e., MMIS, WebMD, Trizetto, NEHEN) preferred.
• Solid knowledge of insurance plans, concepts, and terms.
• Expected to stay abreast of health care insurance changes and referral requirements.
• Ability to quickly learn new systems and tasks, work as a team member and independently.
• Ability to work in a fast pace environment.
• Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations.
• Personal qualities of integrity, credibility, and dedication to the mission of Codman Square Health Center
• Must be able to stand or sit for prolonged periods (50% of the time) ·
• Must be able to lift 10+ pounds and load onto shelves

CODMAN SQUARE HEALTH CENTER MISSION, VISION, AND VALUES

Mission To serve as a resource for improving the physical, mental, and social well-being of the community.

Vision Codman Square Health Center is our community’s first choice for comprehensive, holistic, and integrated services, and empowers individuals to lead healthy lives and build thriving communities.

Values Patients Our patients are the center of our care team.

Community The well-being of the individual is deeply connected to the health of the

community.

Advocacy We advocate for responsive policies and resources to address health.

disparities and promote health equity.

Staff We are a diverse, empowered, compassionate, and prepared workforce.

Innovation We promote a culture of innovation that has measurable and

sustainable impact.

Partnership We build and sustain diverse partnerships.

Codman Square Health Center is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.