Customer Service Rep

Job Description

Job Description

Job Summary :

The Customer Service Representative is responsible for supporting efficient and patient-centered front-end operations. This role serves as a primary point of contact for patients by providing exceptional customer service, managing check-in/check-out functions, verifying demographic and insurance information, collecting applicable payments, scheduling appointments, and supporting continuity of care. The Customer Service Representative promotes an overall culture of service excellence while maintaining compliance with Hamilton Health Center policies, procedures, HIPAA regulations, and departmental workflows.

Benefits Offered: In addition to your base salary, you are also eligible to receive:

• Generous paid time off
• Birthday holiday and 7 paid holidays
• Medical, Dental & Vision Coverage
• Company-paid life insurance.
• Retirement Plan with matching opportunity
• Employee Assistance Program

Essential Duties and Responsibilities:

• Provide a warm and professional greeting to all patients and visitors
• Guide patients through the registration and check-in/check-out process
• Verify and update patient demographic, guarantor, and insurance information at each visit
• Collect copayments and other applicable payments at the point of service
• Schedule follow-up appointments and assist with appointment coordination
• Answer incoming calls and appropriately route patient inquiries and messages
• Assist patients with understanding financial responsibility and connect patients to advocacy resources as appropriate
• Confirm and verify insurance eligibility through online verification systems or telephone inquiries
• Offer sliding fee one-time self-declaration for uninsured patients and support Sliding Fee Program processes as applicable
• Promote MyChart patient portal enrollment and assist patients with registration when appropriate
• Obtain required patient signatures and maintain compliance with HIPAA regulations and confidentiality standards
• Support front-end office workflows, scanning, and administrative processes during normal operations and downtime procedures
• Provide follow-up regarding unresolved patient questions or concerns to support continuity of care and service excellence
• Demonstrate professionalism and excellent customer service to patients, providers, and staff
• Support departmental productivity, quality, and operational goals
• Demonstrate Hamilton Health Center workplace values: Innovation, Integrity, Quality, Accountability, Respect, Commitment, and Inclusion
• Perform other job-related duties as assigned

Minimum Education/Certifications:

• High School diploma or equivalent required

Minimum Work Experience:

• Minimum of one (1) year of experience in a customer service-related position required
• Minimum of one (1) year of medical office, registration, scheduling, customer service, call center, or healthcare-related experience preferred
• Experience working with Electronic Medical Records (EMR), preferred
• Proficiency in Microsoft Office applications preferred

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

All About Hamilton Health Center

Hamilton Health Center (Hamilton), established in 1969, is the only Federally Qualified Health Center (FQHC) within a 30-mile radius of Harrisburg, PA and continues to grow using a holistic and comprehensive approach to being patient centered. The mission of Hamilton is to improve the health of Central Pennsylvania’s residents by delivering high quality, respectful and patient-centered health and related social services that promote access, treatment, education, and prevention regardless of health, economic, or insurance status. Our vision is that every member of our community, regardless of their ability to pay or their insurance status, receives holistic, quality health care needed to create a healthy community. For over 50 years we have been true to these words. As part of our team, you will work alongside a dedicated team that cares and values those we serve.

EOE