Job Description

Job Title: Patient Services Representative.

Job Category: Operations.

Wage Classification: Hourly/Non-exempt.

Location: Various in CB/NB.

Position Type/Status: Full-time, benefitted.

Travel: Minimal (CB/NB)

Wage: $18.54 to $22.64

Reports to: Finance Manager

Manages Direct Reports: No

HR Review & Approval: 4/28/25

Job Description

Job Purpose:

The Patient Services Representative works in a team-based, patient-centered primary care clinic serving insured and uninsured clients with a special emphasis on care for persons who experience barriers to accessing care due to income, language, cultural, and social barriers.

Duties:

• Adhere to the spirit of Waterfall Community Health Center to remove barriers to care and our mission statement while performing assigned duties.
• Demonstrate the core values of Integrity, Respect, Accountability, Compassion, Partnership, and Collaborative Communication.
• Ensure new and existing patients’ registration and scheduling needs are met.
• Assist new and existing patients with completing the paperwork necessary to create and maintain active patient registration status.
• Complete appropriate forms and enter patient information into the EPIC EHR system.
• Collect patient fees.
• Field phone calls regarding billing issues, appointment cancellations, and any other patient concerns.
• Answer high-volume calls in a timely manner and direct calls to appropriate staff.
• Copy and scan patient information.
• Review and update FQHC (Federally Qualified Health Center) documents.
• Provide excellent customer service.
• Calling patients for reminder calls.
• Scrubbing the charts for patients to be seen in the clinic before the visit.
• Verifying insurance coverage and notifying the patient if the provider is not credentialed with their insurance.
• Provide good-faith estimates to patients before appointment.
• Offer prompt pay or sliding fee scale.
• Scheduling or canceling patient appointments.
• Other related duties may be assigned by the Supervisor.
• Assist with credentialing as needed.

Education and/or Experience and Qualifications:

• High School Diploma or GED.
• Experience in health care, customer service, or public relations preferred.
• Strong computer skills, including experience with Microsoft Office software.
• Excellent verbal and written communication, problem-solving, and organizational skills.
• Understanding of labor law and employment equity regulations.

Licensures/Certifications:

• Non-violent Crisis Intervention Comprehensive training class completed within 6 months of hire and recertify prior to the expiration date.
• Current American Health Association (AHA) Basic Life Support Card (BLS) or within 6 months of hire.

Immunizations Required:

• TB (test upon hire).

Physical Requirements:

• Prolonged periods of sitting at a desk working at a computer.
• Able to lift 15 pounds occasionally.
• Able to travel as needed.

Benefits:

• Competitive PTO Accrual. (up to 193 hours of PTO accrual each year to start) 
• 7 Paid Holidays * you must be scheduled to work the holiday to qualify for holiday pay *.
• Medical/Dental/Vision 100% employer-paid.
• 401K Retirement Plan 6% match.
• Options for long-term disability.
• $50,000 Life Insurance Policy- options for additional voluntary life.
• Additional voluntary Critical Illness, Accident, and Hospital Indemnity coverage is available.
• Employee Assistance Program (EAP).
• Downtown Health and Fitness gym membership discount.
• Headspace care employer-paid membership.

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