Patient Service Representative
On-siteGary, Indiana, United States
Job Summary
Greet and assist patients, visitors, and vendors professionally while registering new patients, verifying insurance eligibility, and scheduling appointments for primary care and behavioral health services. Collect copayments, manage intake paperwork, and maintain accurate patient records within the Electronic Health Record system. Route incoming calls, coordinate communication across departments, and resolve patient concerns while ensuring compliance with HIPAA and FQHC standards. This role supports a trauma-informed care environment at Edgewater Health, a Federally Qualified Health Center, with occasional evening or weekend hours based on clinic operations.
Required Qualifications
- High School diploma or High School Equivalency (HSE) Diploma
- Associate degree in healthcare administration, business, or related field preferred
- Minimum of 1–2 years of experience in healthcare admissions, medical office, front desk, or customer service role required
- Knowledge of medical office operations, patient registration, and scheduling procedures
- Knowledge of healthcare insurance plans, eligibility verification, referrals, and prior authorization processes
- Knowledge of HIPAA regulations, patient confidentiality standards, and healthcare compliance requirements
- Knowledge of trauma-informed care and customer service best practices
- Basic understanding of behavioral health and primary care service delivery
- Familiarity with FQHC/HRSA guidelines, sliding fee scale processes, and patient-centered care preferred
- Knowledge of Electronic Health Records (EHR) systems and office software applications
- Strong interpersonal and customer service skills
- Excellent verbal and written communication skills
- Strong organizational, multitasking, and time management skills
- Accurate data entry and attention to detail
- Effective problem-solving and conflict-resolution skills
- Ability to handle high call volumes and fast-paced front office operations
- Strong computer proficiency, including Microsoft Office and EHR systems
- Ability to maintain professionalism in stressful or emotionally sensitive situations
- Ability to establish and maintain effective working relationships with patients, families, staff, and community partners
- Ability to work independently and collaboratively within a multidisciplinary team
- Ability to maintain confidentiality and exercise sound judgment
- Ability to adapt to changing priorities and operational needs
- Ability to communicate effectively with culturally diverse populations
- Ability to demonstrate empathy, patience, and professionalism always
- Ability to maintain regular attendance and punctuality
- Ability to lift and/or move up to ten (10) pounds occasionally
- Ability to communicate effectively in person and by telephone
- Requires visual acuity for reviewing documents and computer screens
- May require occasional evening or weekend hours based on clinic operations
Desired Qualifications
- Experience working in a behavioral health, primary care, FQHC, or community health setting preferred
- Bilingual skills (Spanish or other languages reflective of the community is a plus
- Experience with healthcare scheduling systems and Electronic Health Records (EHR)
- Understanding insurance verification, Medicaid, Medicare, and managed care plans
- Previous customer service or healthcare front desk experience preferred
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