Senior Patient Service Representative

Finger Lakes Community Health•Sodus, NY

2d•$19 - $26•Onsite

About The Position

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region. The Senior Patient Service Representative (PSR) plays a vital role in ensuring a positive patient experience by providing exceptional customer service, managing patient inquiries, and supporting the overall operations of the facility. This position ensures the various patient scheduling, check-in, and payment collection duties are completed and documented appropriately.

Requirements

High school diploma or equivalent is required.
2+ years in a healthcare or customer service setting preferred.
A valid government-issued photo identification document is required.
Possesses introductory knowledge of healthcare billing processes and appointment scheduling.
Demonstrates the ability to communicate clearly and professionally in a clinical setting.
Displays ability to perform work accurately and thoroughly.
Applies sound judgement in routine situations to identify issues and seek guidance to resolve them.

Responsibilities

Patient Check-in and Check-out
Greet patients warmly, verify personal and insurance information, and update records as needed.
Collect copayments and outstanding balances, provide receipts, and ensure financial policies are followed.
Schedule follow-up appointments and provide necessary instructions for future visits.
Assist patients with completing necessary forms and explain office policies.
Appointment Scheduling and Coordination
Schedule, reschedule, and confirm patient appointments via phone, online systems, or in person.
Coordinate provider availability and optimize scheduling to minimize wait times.
Document no shows, cancellations, or rescheduled appointments in the electronic health record system
Attend morning huddle meeting with patient care team to address scheduling concerns.
Identify additional Finger Lakes Community Health services that the patient may benefit from
Insurance Verification and Billing Support
Verify patient insurance eligibility and benefits.
Assist patients with understanding billing statements and payment assistance options.
Work with billing staff to resolve insurance discrepancies and patient inquiries.
Reconcile daily payments and cashbox.
Health Center Operations
Open and/or close building in accordance with Finger Lakes Community Health hours of operation.
Clean waiting room prior to opening and throughout the day.
Provide prompt and courteous service to patients, addressing questions and concerns.
Handle patient complaints professionally and escalate issues as needed.
Conduct monthly inspections of the health center building and grounds using the safety checklist.
Office Duties
Assess and maintain office supply inventory, placing orders as needed.
Manage incoming and outgoing mail and packages to ensure efficient communication and delivery.
Submit packing slips and receipts to Finance on a weekly basis for accurate record-keeping.
Responsible for site deposits.
Documentation
Submit telephone encounters and actions in the electronic health record system.
Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures.
Other Duties
Perform other related duties as assigned by the supervisor.