Patient Services Representative in Miami, Florida at Empower "U", Inc.

About Us
Empower U Community Health Center is a Federally Qualified Health Center (FQHC) committed to improving access to high-quality, affordable healthcare throughout our community. We are seeking a friendly, professional, and customer-focused Patient Services Representative (PSR) to join our Front Office team. The PSR serves as the first point of contact for patients and visitors and plays a critical role in creating a positive patient experience.

Position Summary
The Patient Services Representative (PSR) is responsible for providing exceptional customer service to patients and visitors while supporting front desk operations. Responsibilities include answering phones, scheduling appointments, verifying insurance eligibility, updating patient information, coordinating patient flow, and ensuring accurate documentation within the Electronic Health Record (EHR) system. The PSR serves as an important liaison between patients and the healthcare team. This position may also provide support to the Referrals Department and assist with referral coordination as needed.

Key Responsibilities:
Patient Registration & Front Desk Services
Greet patients and visitors in a professional and courteous manner
Register patients and update demographic information
Verify insurance coverage and eligibility
Collect required documentation and patient forms
Maintain patient confidentiality and HIPAA compliance
Assist patients with general questions regarding services and appointments

Referral Support & Floating Responsibilities
Assist the Referrals Department with scheduling and coordinating patient referrals as needed.
Support referral tracking, appointment coordination, and communication with specialty providers.
Assist with obtaining and verifying referral documentation when requested.
Serve as a float team member by providing coverage and administrative support in other departments as needed.
Collaborate with clinical and administrative staff to ensure continuity of patient care and efficient clinic operations.

Appointment Scheduling & Call Center Support
Answer incoming calls promptly and professionally
Schedule, reschedule, and cancel appointments according to clinic guidelines
Retrieve and respond to voicemails in a timely manner
Conduct appointment reminder calls and follow-up calls as needed
Assist with patient portal inquiries and communication
Route calls and messages to appropriate departments

Insurance Verification & Patient Information
Verify Medicaid, Medicare, Commercial Insurance, and other coverage types
Review patient insurance information for accuracy
Update patient records in the EHR system
Inform patients of required documentation prior to appointments
Assist with insurance-related questions and referrals as applicable

Customer Service
Provide excellent customer service to patients, visitors, and community partners
Handle patient concerns professionally and efficiently
Promote a welcoming and compassionate environment
Work collaboratively with providers, clinical staff, and administrative teams
Support patient satisfaction and quality improvement initiatives

Qualifications
High School Diploma or equivalent required
Minimum of two (2) years of customer service, medical office, healthcare, or call center experience preferred
Experience with Electronic Health Records (EHR) systems preferred
Knowledge of medical scheduling and insurance verification preferred
Basic Life Support (BLS/CPR) certification required or ability to obtain upon hire
Bilingual English/Spanish preferred
Bilingual English/Creole preferred
Previous experience in an FQHC, medical office, or healthcare setting is a plus

Skills & Competencies
Exceptional customer service skills
Strong verbal and written communication skills
Professional telephone etiquette
Strong attention to detail and accuracy
Ability to multitask in a fast-paced environment
Strong organizational and time management skills
Ability to maintain confidentiality and professionalism
Ability to work collaboratively with diverse patient populations and staff members

Work Environment
Fast-paced medical office and front desk environment
Frequent interaction with patients, visitors, providers, and staff
Extended periods of sitting, standing, and computer use
Ability to lift up to 25 pounds as needed
Exposure to individuals with communicable illnesses in a healthcare setting

Why Join Empower U?
Mission-driven organization serving underserved communities
Supportive and collaborative team environment
Opportunity for professional growth and advancement
Meaningful work that directly impacts patient care and access to services
Competitive compensation and benefits package

Must be able to pass a Level I and Level II Background Check as required.
https://info.flclearinghouse.com/

Empower “U”, Inc. is an Equal Opportunity Employer and Drug-Free Workplace. It is our policy to recruit, hire, train, and promote individuals without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. All employees receive a competitive compensation package.

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