<p>Position Summary</p> <p>The Patient Service Representative enters and verifies confidential personal health information and financial information into computerized systems with a high rate of accuracy. They are also responsible for answering telephones, registering patients, scheduling appointments, collecting payments, and providing excellent customer service.</p> <p>Qualifications</p> <p>Education:</p> <ul> <li>High School Diploma or equivalency; Associate's degree preferred </li></ul> <p>Certifications & Licenses:</p> <ul> <li>None </li></ul> <p>Experience:</p> <ul> <li>1-3 years of experience in a Medical Front Office preferred. Experience and/or training in billing and charge entry; or equivalent combination of education and experience. </li></ul> <p>Skills:</p> <ul> <li>Experience with Microsoft Suite, Chrome, Internet Explorer. </li><li>Experience with Electronic Health Records. </li><li>Not required but helpful- bilingual; fluent in Spanish and English, demonstrating excellent oral and written skills in the language identified by the Health Center as being a language-of-need. </li></ul> <p>Essential Duties and Responsibilities</p> <ul> <li>Accurately perform front desk, patient enrollment, and patient assistance duties in a multi-department setting with five or more scheduling templates. </li><li>Greet all patients and visitors in a professional, friendly manner and provide assistance to those with special needs. </li><li>Check in patients, verify demographic and insurance information, collect co-pays and service payments, and maintain accurate daily collection logs. </li><li>Assist patients with the Patient Assistance Program and sliding fee scale, including processing applications, renewals, and providing related education. </li><li>Retrieve lab specimens from patients and deliver to the lab; support transportation coordination and assist with lifting bags or items when needed. </li><li>Monitor lobby areas, assist Security with packages and deliveries, and help facilitate interpretation services when necessary. </li><li>Maintain strict confidentiality and adherence to HIPAA regulations and KCHC policies at all times. </li><li>Provide clear and courteous communication both in person and over the phone; accurately route calls and take detailed messages. </li><li>Support families with health coverage questions, serve as a liaison with insurance programs, and educate on ACA enrollment and plan benefits. </li><li>Review and process enrollment applications for completeness and accuracy; follow up with patients and families as needed. </li><li>Participate in outreach events, continuing education, and team meetings to improve patient care and operational effectiveness. </li><li>Maintain a professional appearance, exhibit sound judgment, and demonstrate respect for individuals of all backgrounds. </li><li>Perform all other duties as assigned. </li></ul> <p>Work Environment</p> <ul> <li>Must be able and comfortable working in a variety of settings including, but not limited to, clinical environments and office spaces. </li><li>Must be able to work nights and weekends as departmental needs arise. </li></ul> <p>Travel Requirements</p> <ul> <li>None </li></ul> <p>Core Competencies</p> <ul> <li>Communication: Demonstrates strong verbal, written, and digital communication skills; able to clearly explain complex information. </li><li>Judgment & Decision-Making: Provides thoughtful input into operational and program decisions. </li><li>Accountability & Self-Management: Works independently and efficiently, managing multiple responsibilities with minimal supervision. </li><li>Teamwork & Collaboration: Builds effective working relationships across teams, departments, and the community. </li><li>Problem-Solving & Initiative: Applies critical thinking and initiative to resolve issues and improve service delivery. </li></ul> <p>Knowledge, Skills, and Abilities</p> <ul> <li>Delivers high-quality customer service with professionalism and cultural sensitivity. </li><li>Actively listens and communicates clearly across diverse populations. </li><li>Maintains confidentiality and handles sensitive information with discretion. </li><li>Applies knowledge of clinical and administrative standards and institutional policies. </li><li>Manages time effectively, prioritizing tasks and meeting deadlines. </li><li>Demonstrates community awareness and understanding of the population served. </li><li>Projects a professional image and provides leadership when delegating or guiding team efforts. </li></ul> <p>Physical Demands</p> <ul> <li>Occasionally required to sit, walk, reach, and handle materials. </li><li>May be required to lift or move items up to 25-50 pounds. </li><li>Verbal communication </li><li>Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. </li></ul> <p>Supervisory Responsibilities</p> <ul> <li>None </li></ul> <p>Compliance Responsibilities</p> <p>As part of Kinston Community Health Center's commitment to ethical practices and regulatory compliance, all employees are expected to:</p> <ul> <li>Act in accordance with the KCHC Employee Handbook, policies and procedures, and all applicable federal and state laws. </li><li>Promptly report any known or suspected violations of compliance/safety standards. </li></ul> <p>These responsibilities are essential to maintaining a culture of integrity and accountability across the organization.</p>