Patient Service Representative

Our Mission

To transform lives by providing exceptional, accessible, and compassionate healthcare experiences for all. 

Our Vision

Care Alliance will be the health center of choice , delivering compassionate, high-quality, and innovative healthcare that empowers individuals and strengthens communities. We are committed to advocacy, accessibility, and excellence , ensuring every patient receives the care they deserve with dignity, respect, and unwavering support. 

Our Values

1. Accessibility:
We are committed to eliminating barriers to care, ensuring that every individual—regardless of background or circumstance—has access to high-quality healthcare. 

2. Collaboration:
Our strength comes from collaboration, fostering communication and teamwork among employees, patients, and community stakeholders to achieve shared goals. 

3. Accountability:
We are unwavering in our commitment to accountability, upholding the highest standards in patient care, employee well-being, and organizational excellence.

4. Compassion:
We treat every person with dignity, empathy, and respect, building trust through genuine care and understanding. 

5. Innovation:
We embrace change and seek out creative solutions to continuously improve the experiences of our employees, patients, and community. 

6. Excellence:
We are relentless in our pursuit of excellence, ensuring superior clinical outcomes, operational efficiency, and transformative patient experiences. 

Community Impact:
We are deeply rooted in the communities we serve, dedicated to creating positive, sustainable change through outreach, advocacy, and partnerships. 

Job Summary:

Provides critical first contact between patients and Care Alliance Health Center. The PSR Lead position is the primary resource for the Clinical Operations Manager for schedule maintenance, appointment management, scheduling and training new and existing PSR staff, as well as escalated daily patient concerns.

Task Responsibilities & Competencies:

*Include but are not limited to:

• Work as a PSR at CAHC reception desk
• Handle and/or direct patient questions and complaints
• Calmly and effectively guide patients by phone through emergencies.
• Coordinate patient scheduling and flow throughout the day.
• Oversee appointment management and update records of scheduled patients.
• Schedule appointments in accordance with guidelines
• Open a telephone or refill encounter and route to the appropriate pool or staff member.
• Verify and interview patients for necessary registration information to ensure it is correct.
• Inform patients of the company's payment policy; follow payment policy by collecting payment from patients at time of service. 
• Understand and follow treatment plans to schedule follow-up appointments as required.
• Follow and track appointments due to no-shows, cancellations, and late arrivals.
• Produce and review reports on staff productivity with staff.
• Prior to the time of appointment, contact insurance companies to verify coverage and fee schedule and complete insurance breakdown accurately and completely.
• Ensure HIPAA compliance and security of medical records.

Minimum Education and Experience: 

Required:

• High school diploma/GED required
• Minimum of 1year Previous front desk outpatient health care or physician’s/dental office experience
• Minimum of 1 year of EHR experience, EPIC preferred
• Excellent verbal and written communication skills
• Ability to use Microsoft Office proficiently

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