Patient Services Representative at West Cecil Health Center Inc – Conowingo, Maryland

West Cecil Health Center (WCHC) is seeking a dedicated Patient Service Representative to join our team!

WCHC is a thriving nonprofit, community health organization that provides comprehensive and collaborative patient centered healthcare services. Based primarily in Conowinogo, some travel to Elkton or Havre de Grace may be required. Bilingual is a plus.

WHY SHOULD YOU APPLY?

Growth and Advancement OpportunitiesCompany Sponsored EventsEmployee Engagement CommitteesWCHC offers a compressive benefit package including:Medical, Dental, and Vision insuranceHealth Reimbursement ArrangementEmployer paid Life and AD&D and Disability insurance401K with employer matchGenerous Paid Time Off and Volunteer timePaid HolidaysEducation reimbursementPosition Summary:

Acting as the initial point of contact, the Patient Service Representative plays a crucial role in fulfilling West Cecil Health Center’s mission. They deliver outstanding customer service, guide patients through care-related procedures, and ensure a positive patient experience. This position demands compassion, meticulous attention to detail, and strong communication skills.

Key Responsibilities:

Professionally greet and assist patients and visitors.

Efficiently manage incoming calls, portal messages, and fax inquiries, including but not limited to appointment-related, referrals, and prescription requests.

Collect and verify patient information, including insurance details and demographics, and register and schedule patients according to WCHC protocol.

Update and verify insurance eligibility, address basic billing inquiries, and collect copays, co-insurance, deductibles, and past balances.

Assist patients in completing forms and documentation as needed

Determine patient financial status by conducting patient interviews to collect necessary information for the Health Center's sliding fee discount application

Maintain patient records while adhering to confidentiality and regulatory policies.

Prepare, review, and act on organizational reports and projects such as scheduling, billing, utilization, etc, as needed.

Collaborate with clinical staff and actively participate in staff meetings and educational sessions to ensure excellent patient care.

Support the training and onboarding of new staff, serving as a preceptor, mentor, and resource for front desk and scheduling operations.

Maintain a clean and organized work area, including but not limited to the patient waiting room.

Bilingual employees: Provide communication and translation assistance within the role scope.

Qualifications & Experience

The ideal candidate for this position will demonstrate the following skills and experience:

Essential Skills:

Strong commitment to the mission of West Cecil Health Center.

Ability to effectively organize and prioritize work.

Excellent guest relations skills.

Capacity to complete tasks efficiently and independently.

Experience working in a multicultural environment.

Proficient clerical skills (acquired through experience or education).

Good oral and written communication skills.

Exceptional organizational skills and ability to multitask.

Ability to work well under pressure.

Sustained focus and concentration for detailed work.

Required Education and Experience:

High school diploma or equivalent; additional education in healthcare administration or a related field is beneficial.

Previous experience in a medical setting or customer service role is preferred.

Strong communication and interpersonal skills with the ability to establish rapport with patients, colleagues, and healthcare providers

Proficiency with computer systems and medical software; familiarity with electronic health records (EHR) and Microsoft Products is advantageous.

A positive attitude and dedication to delivering excellent patient care.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Supervisory Responsibility

This position has no supervisory responsibilities.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work will be scheduled in accordance with operational needs.

Physical & Environmental Requirements

To successfully perform this role, the Patient Services Representative must possess the following abilities:

Sufficient capability to fulfill job responsibilities.

Standing, walking, sitting: Ability to stand, walk, and/or sit at a desk/workstation for prolonged periods (typically 8-12 hours per shift).

Lifting, carrying, pushing, pulling: Ability to lift, carry, push or pull up to: 20 pounds (examples: medical equipment, supplies, patient files).

Reaching: Capacity to reach (choose overhead and/or at or below shoulder level)

Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard.

Gross Manipulation: Seizing, holding, grasping, turning, or otherwise working with the hand(s). It is often present when lifting involves the hands. Note: Fingers are involved only to the extent that they are an extension of the hand to hold or operate a tool such as tin snips or scissors.

Fine Manipulation: Touching, picking, pinching, or otherwise working primarily with fingers to execute tasks such as answering phones, typing, transporting, and filing charts.

Speaking: Ability to express or exchange ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.

Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes or alarms). Including in-person speech, over the telephone, and/or using equipment

Visual Acuity: sufficient to clearly see and distinguish small objects, including while using a computer, as well as to recognize individuals and features at a distance

Location & Travel

This position is located in West Cecil Health Center and/or its qualified subsidiaries. Regular local travel between sites may be warranted.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WCHC is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, religion, sex, sexual orientation, pregnancy, marital status, credit history, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other characteristic protected by law.