Patient Services Representative

Position Summary

The Patient Services Representative serves as the first point of contact for patients, visitors, and other guests at IHCWV’s health center sites. This role is essential to ensuring that every patient and visitor has a positive experience and that front office operations run smoothly, accurately, and in compliance with applicable health center, HIPAA, and federal regulatory requirements, including HRSA Health Center Program requirements. The Patient Services Representative reports to the Patient Services Director and works collaboratively with clinical staff to support uninterrupted patient care operations.

Essential Functions and Responsibilities

Patient Check-In and Front Desk Operations

• Greet patients, pharmaceutical representatives, and other visitors in a professional and welcoming manner; ensure all visitors sign in and receive a visitor badge upon arrival.
• Process telephone calls, schedule appointments appropriately, and manage related general office duties.
• Guide patients through the check-in process using applicable systems to collect all required paperwork.
• Collect payments and record and update financial and insurance information accurately.
• Maintain the reception area and waiting room in a neat, organized, and orderly condition.
• Maintain a professional appearance and positive customer relations at all times.

Patient Communication and Technology

• Use designated platforms to send paperwork links, obtain insurance cards, and communicate with patients promptly.
• Schedule telehealth appointments in designated telehealth platforms.
• Assist patients in navigating telehealth tools and appointment processes as needed.

Insurance and Records Management

• Maintain and verify insurance eligibility for all patient insurance plans.
• Maintain established standards regarding confidentiality of all patient records, paperwork, faxes, and electronic communications in accordance with HIPAA requirements.
• File and maintain patient records in compliance with applicable regulations and organizational policies.
• Perform additional administrative functions as needed.

Health Center Compliance Support

• Ensure all front office work activities comply with applicable HIPAA, OSHA, and federal health center requirements.
• Support preparation for HRSA site visits and operational reviews by ensuring front office processes meet required standards.
• Maintain office supplies inventory and place orders as necessary.

Multi-Site Support

• Travel between IHCWV sites as designated by the Patient Services Director to provide coverage and support.
• Coordinate with clinical and administrative staff to ensure smooth scheduling and patient flow with minimal disruption to operations.
• Communicate status of open tasks and any patient concerns to the supervisor in a timely manner.

Other Duties as Assigned

Minimum Qualifications

Education & Experience

• High school diploma or GED required; evidence of strong written and spelling ability.
• Minimum of six (6) months of front office, secretarial, or customer service experience; health care setting strongly preferred.
• Experience with electronic medical records (EMR) systems preferred.

Knowledge, Skills & Abilities

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access), internet navigation, and other computer software systems.
• Working knowledge of HIPAA regulations, OSHA requirements, and basic medical terminology preferred.
• Excellent customer service skills; ability to handle dissatisfied patients calmly and effectively while following the organizational chain of command.
• Strong verbal and written communication skills.
• Ability to work independently on assigned tasks and accept direction on given assignments.
• Ability to multitask accurately and at a reasonable pace in a fast-paced environment with frequent interruptions.
• Strong organizational skills with attention to detail.

Licenses & Certifications

• Valid driver’s license and reliable transportation required (multi-site travel required).
• Medical office or customer service certification is a plus.

Physical Requirements

This position requires the ability to perform the following physical activities on a regular basis:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent standing, walking, and movement throughout the facility.
• Ability to lift and carry up to 25 pounds unassisted.
• Effective verbal communication in person, by telephone, and via electronic platforms.

Working Conditions

Work is performed across IHCWV’s clinical facilities. The Patient Services Representative interacts regularly with patients, clinical staff, and the public. Adherence to all HIPAA, infection control, OSHA, and facility safety policies is required at all times. Some evening or weekend availability may be required based on site operational needs.PR

PREEMPLOYMENT DRUG SCREENING AND BACKGROUND CHECK REQUIRED