Position: Patient Service Representative

Department: Harbor Care Health and Wellness Center

Reports to: Patient Services Supervisor

Pay Status: Full Time

Schedule: Monday through Friday; 8:00am – 5:00pm.
Will be required to work occasional early mornings, evenings and weekends upon operational changes.

Location: Nashua, NH

The Job:

Do you want to make sustainable change in our community? Harbor Care Health and Wellness Center is seeking a talented and committed Patient Service Representative to help further our mission.

About Harbor Care:

Harbor Care, formerly known as Harbor Homes and the Partnership for Successful Living affiliates, is an innovative health and human services non-profit organization that provides housing, healthcare, home health, behavioral health, addiction treatment, and more in collaboration with many community partners. Harbor Care is the new shared name of Harbor Homes, Keystone Hall, Healthy at Home, the Harbor Care Health and Wellness Center, and the Southern NH HIV/AIDS Task Force. Harbor Care has 300 employees, serves 5,000 patients/clients and has an annual budget of approximately 40 million dollars. We offer many programs specifically focused on our Military Veteran and homeless populations. Harbor Care integrates stable housing with vital supports such as: medical, dental, and mental health care, substance misuse treatment, employment services, and other wraparound supports proven to end homelessness, help change and save lives.

Benefits:

At Harbor Care, we consider our employees to be our greatest assets. We show this appreciation with our comprehensive benefit packages which include: Medical and Dental with a generous Employer Paid Portion. We also offer Voluntary Benefits such as Vision, Life Insurance, 401(k) with a competitive company paid match, and more. To promote a healthy lifestyle and living a well-balanced life, our employees are further benefited with a considerate time off policy and holiday schedule. In addition, employees can participate in our Employee Assistance Program to help support them and their families to handle life’s challenges.

Federally Qualified Health Centers (FQHCs):

Since Harbor Care is under the FQHCs umbrella, some of our staff members have the opportunity to participate in the wonderful Student Loan Repayment Program called the National Health Services Corps (NHSC). This is one of the many great benefits of working at Harbor Care. For more information about this Program, please cut and paste the link below into your browser.

https://nhsc.hrsa.gov/loan-repayment/nhsc-loan-repayment-program.html

Our Mission:

Our mission is to provide vital services, including housing and healthcare to all in our communities needing assistance.

Our Vision:

Our vision is one where everyone gets to live safe, stable, and healthy lives, filled with purpose, respect, and dignity.

Job Summary:

The Patient Service Representative serves as the primary contact for new and established patients/clients and customers accessing Harbor Care services. Greets and welcomes everyone in welcoming and professional manner. Responsible for managing patient appointments, patients' schedules, patient information, and patient processing through accurate and timely data entry to ensure timely patient flow. Works collaboratively with other members of the health care team and programs in order to provide high-quality patient care delivery.

Basic Qualifications:

• High school diploma (or global equivalent)
• Excellent Customer Service skills
• Knowledge of computers and Microsoft software applications
• Experience with Electronic Health Record (EHR)
• Experience working with people from diverse populations

Preferred Qualifications:

• Associate degree or above in health care administration or related field
• Knowledge of The Federally Qualified Health Center (FQHC) Regulations
• Knowledge of 42 CFR regulations for confidentiality regarding the treatment of Substance Use Disorders
• Experience in Social Work or mental health support
• Two-years of health care experience
• Bilingual in Spanish or Portuguese
• Knowledge of telehealth

Knowledge, Skills and Abilities:

• Bi-lingual English/Spanish or English/Portuguese desired but not required
• Understanding of Electronic Health Records, understanding of Microsoft Outlook, Word, Excel and PowerPoint
• Be aware of and adhere to HIPAA and 42 CFR rules and regulations
• Strong oral, written and reading communication skills. Ability to understand verbal and written instructions
• Excellent interpersonal, organizational, and problem-solving skills
• Resourcefulness, flexibility and integrity
• Respectful of people and their cultural, religious and ethnic differences
• Must friendly and an empathic listener
• Must be able to remain calm and professional in a fast-paced environment
• Ability to adapt to change and quickly learn new software and/or processes
• Ability to function in a team-oriented environment
• Strong attention to detail
• Ability to organize and prioritize work
• Ability to type 40 wpm+. Data entry, computer and phone skills are required
• Basic currency exchange
• HIPAA Knowledge
• Experience with Medicare, Medicaid, and Managed Care third party products
• Knowledge of FQHC
• Ability to troubleshoot basic technology challenges related to telehealth

Responsibilities

• Meet and greet members of the public and visitors in friendly and courteous manner.
• Comply with established policies and procedures.
• Provides overall excellent customer service to every patient, customer, and colleague.
• Collect mandatory patient information in person or in a virtual environment to ensure accurate demographic entry.
• Assist in properly completing required forms, ensure that all required forms are obtained, completed and signed.
• Allocate calls to appropriate department and/or staff member.
• Verify insurance eligibility and benefits to ensure accurate and timely remittance.
• Inform patient of program offerings through Federal, State and organization opportunities.
• Schedule, cancel or reschedule appointments for new and established patients/clients for all visit types utilizing provider template and organizational standards.
• Inform patients of financial responsibility.
• Assist with conducting appointment reminder phone calls, as needed.
• Participate in department meetings and trainings as needed.
• Promote, educate and enroll patients on the Patient Portal.
• Initiate communication or respond to requests using various method of communication such as:
  • Telephone
  • E-mail
  • Patient Portal
  • Web-based chat platforms
  • EHR-based communicates (i.e. phone notes)
• Coordinate and verify patient information collection related to Sliding Fee Discount Program.
• Collect patient payments & consolidate all payments collected at the end of each day to ensure accuracy.
• Ensure accurate and timely information exchange with clinical department.
• Facilitate patient communication and correspondence.
• Collect data for routine reporting.
• Travel as required to attend meetings and seminars.
• Responds to emergency/crisis situations calmly, rationally and in accordance with the health center’s policy and procedures.
• Accomplish projects as a team member or individual as assigned.
• Complete the check-out process for all patients after their appointment.
• Conduct pre-verifications two days in advanced to ensure insurance is active and properly entered in the EHR prior to the visit.
• Follow-up with patients that need to follow-up with insurance matters or completing/updating their Sliding Fee Application.
• Perform other duties as assigned.

Harbor Care’s Commitment:

Model and enforce the “Red Carpet Treatment” among staff and clients comprised of the following:

• Earn our clients' trust.
• Build long-term relationships.
• Give Clients the best possible experience to make them feel like they're coming to a place they belong.
• Provide the best quality of service.
• Treat every Client with dignity and respect with each encounter.
• You will prioritize communication from any Harbor Care employee seeking help for a client.

Harbor Care is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.