Patient Service Representative

Job Description

Housing Works requires employees working in our Health Services division to be fully vaccinated against COVID-19, unless approved for a legal accommodation. If you need an accommodation for any reason, including related to this job requirement, please contact Human Resources.

Job candidates should be aware that scammers may pose as employers and create fake job postings in order to extract personal information from individuals for financial gain. Housing Works will never ask job candidates for personal information, such as social security numbers or bank account details, over the phone. If you suspect that a job posting may be fake or wish to confirm that a job posting from Housing Works is genuine, please contact us at [email protected]

Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit www.housingworks.org

Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.

Benefits:
We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This position is included in a bargaining unit of Housing Works’ New York City employees represented by a labor union known as the Retail Wholesale and Department Store Union (“RWDSU”). Accordingly, the RWDSU has the exclusive right to bargain over the terms and conditions of employment related to this position and this position may become covered by the terms of a collective bargaining agreement (a “CBA”) between Housing Works and the RWDSU

Compensation Range: $17/hr - $18/hr commensurate with experience.

Overview:

The Patient Service Representative is an integral part of the health center team. This position welcomes all clients entering the health center with optimal customer service and ensures patient registration procedures are followed including enrollment documentation and verification of insurance. The Patient Service Representative assists providers and patients with the scheduling of new and follow up appointments and facilitates the smooth running of the front desk as well as a welcoming atmosphere in the reception area.

Responsibilities:

• Performs professional, efficient and accurate scheduling of patient appointments.
• Responsible for greeting patients as they enter the clinic including registering and checking in patients.
• Assists patients with registrations process with professionalism and accuracy.
• Ensures the optimal patient experience by making sure to understand the needs of clients, and effectively providing services and resolving problems, escalating issues to the Clinic Operations Manager or Director as needed.
• Ensure dedication to meeting the expectations of clients, and working to create a positive experience for all.
• Facilitates patient check-in and check-out in an organized fashion.
• Answers telephone calls and directs callers to the appropriate person and takes messages as appropriate.
• Facilitates accurate completion of registration packets and assists with patient registration on the kiosk.
• Conduct reminder calls as needed.
• Ensures accurate patient demographics with every single patient encountered.
• Distributes metro-cards to patients at each visit, depending on insurance status.
• Daily reconciliation of metro cards issued on PTAR.
• Participates in daily huddle as requested by Clinic Director or Clinic Operations Manager.
• Accepts and accurately records visit co-payments and sliding scale fees; responsible for reconciling all sliding fee/co-payment on the Day Summary Report.
• Maintains reception area in a clean and organized manner.
• Ensures waiting area and front desk is kept clean and neat, free of trash and spills and alerts Facilities team as needed.
• Manages waiting room and alerts clients as to whether provider is running behind schedule.
• Answer incoming calls in a pleasant and appropriate manner, directing calls to appropriate person or department.
• Perform professional and efficient scheduling of patient appointments.
• Ensure lead is generate in eiCare for new patients.
• Adherence to Housing Works Core Values All-In, Stronger Together, Membership, High Performance.

Job Requirements

• High School Diploma required.
• One to two years of customer service experience.
• Electronic medical record experience a plus.
• Ability to work independently and to escalate to leadership as needed.
• Spanish speaking preferred.
• Ability to work occasional evenings and weekends as needed, with advanced notice.
• Commitment to confidential and HIPAA regulations on requests for medical documents is required.