Patient Service Representative I

Patient Experience & Customer Service

• • Register new and returning patients, ensuring accurate demographic and insurance information is collected and entered into the Electronic Health Record (EHR) system (eClinicalWorks preferred).
  • Verify Medicaid, Medicare, and private insurance eligibility, as well as determine patient qualification for the Sliding Fee Discount Program (SFDP).
  • Educate patients on appointment procedures, required documentation, and any out-of- pocket costs.

Billing & Payments

• • Collect co-payments, outstanding balances, and sliding fee scale payments at the time of service.
  • Provide patients with financial assistance information and guidance on applying for the Sliding Fee Discount Program (SFDP).
  • Issue receipts and maintain accurate financial records in coordination with SMF’s billing department.

Administrative & Compliance Responsibilities

• • Ensure all patient records are accurately maintained and updated in the EHR system.
  • Scan and upload necessary documentation, including identification, insurance cards, and consent forms.
  • Assist in daily reports, balancing cash drawers, and reconciling payments.
  • Adhere to Sandhills Medical Foundation’s compliance policies, quality improvement initiatives, and FQHC operational standards.

Collaboration & Teamwork

• • Work closely with clinical staff, providers, and fellow front office personnel to ensure smooth patient flow.
  • Communicate effectively with patients and colleagues regarding appointment delays, cancellations, or rescheduling needs.
  • Attend team meetings, training sessions, and ongoing professional development opportunities.
  • Schedule, reschedule, and confirm patient appointments based on provider availability and patient needs.

Knowledge/Skills Requirements:

• High school diploma
• Extensive knowledge of medical terminology, procedures and diagnosis
• Fluent in both English and Spanish
• Knowledge of business operation procedures, healthcare insurance and office scheduling
• Proactively identifies/rectifies problems to avoid potential service issues
• Multitasking with a high sense of urgency, communication, phone etiquette, initiative and adaptability, customer service, organizational and time management skills, attention to detail, computer proficiency, scheduling, and maintain professionalism.
• Willingness to occasionally work flexible hours in order to meet the organization’s needs/demands.