Senior Patient Service Representative

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam.About Finger Lakes Community Health: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.Benefits Offered:Monday through Friday schedule, closed all major holidaysMedical insurance with a 90%+ employer contributionDental, Vision, and Life insuranceSafe Harbor 3% 401k contributionRobust PTO offeringsEducation reimbursementJob Summary: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.Main Responsibilities:Patient Check-in and Check-outGreet 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 CoordinationSchedule, 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 systemAttend morning huddle meeting with patient care team to address scheduling concerns.Identify additional Finger Lakes Community Health services that the patient may benefit fromInsurance Verification and Billing SupportVerify 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 OperationsOpen 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 DutiesAssess 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.DocumentationSubmit 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 DutiesPerform other related duties as assigned by the supervisor.Education and Qualifications:EducationHigh school diploma or equivalent is required.Qualifications2+ 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.Physical Requirements:Sitting/Standing: Prolonged sitting with occasional standing or walking.Computer Use: Frequent typing and prolonged screen time.Light Lifting: Frequently lifting or carrying objects up to 15 pounds.Visual: Clear vision for reading and inspections.Hearing Clarity: Ability to hear conversations in person or in virtual communications.Noise Sensitivity: Work may require filtering background noise to focus on speech or signals.OSHA Level 2Work Environment:Health Center/Clinic: Work within a healthcare facility, interacting with patients and staff.Fast-Paced: Busy environment with multiple priorities to manage and changing business needs that require problem-solving skills.Office Hours: Standard business hours, with occasional extended shifts based on clinic needs.Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam.DepartmentPatient ServiceEmployment TypeFull-TimeCompensation$19.00 - $25.70