Welcoming all who need care

Heartland River City is now hiring Call Center Patient Service Representatives (PSR)!

Heartland River City is part of Heartland Community Health Center, a Federally Qualified Health Center (FQHC). Heartland operates three clinics located in Lawrence, KS; a vibrant college town with an artistic community and culture like nowhere else in Kansas. Heartland is a rapidly growing community health center dedicated to true Integrated care and is searching for individuals who desire to serve all members of our community regardless of their current social status. Heartland serves a very diverse population that spans from indigent and under-served members in our community to the very affluent. We strive to provide accessible, continuous, compassionate, and excellent care that addresses all needs through primary care, mental and behavioral health, dental services, and much more.

Job purpose

Serves patients and staff within the call center by promoting a positive and welcoming experience at Heartland Community Health Center. Is a team-player who provides administrative and clinical or patient scheduling support for Heartland. Receives inbound or coordinates outbound phone calls

Duties and responsibilities

• Greets patients over the phone and provides general information about Heartland services and requirements to establish care.
• Provides positive patient experience in scheduling appointments and coordination of care.
• Triage calls
• Schedules focus on dental appointments.
• Provides general information for Heartland Wrap Around Services (food pantry, outreach programs)
• Creates and updates patient charts, demographics and insurance information.
• Verifies insurance eligibility for correct billing.
• Provides information regarding sliding fee scale eligibility and requirements, fees and payment information.
• Completes objectives for pre-visit planning such as insurance verification, updating patient information, consents and required documents with attention to detail to ensure accurate billing.
• Transfers calls to appropriate extensions.
• Ensures accurate documentation of patient communication as related to patient satisfaction and grievance. Reports to appropriate staff for follow-up.
• Communicates with PSR team members to ensure high quality patient experience.
• Communicates with care teams to coordinate scheduling and needs for care team follow up as it relates to continuum of care.
• Scanning documents into patient charts.
• Coordinates registration process and distributes registration packets as needed.
• Collects payments over the phone as needed. 

Qualifications

• High School diploma or equivalent is required
• Dental experiences are preferred but not required. 
• Must have Patient/Customer Care experience in a healthcare environment (physician’s office, dental clinic, or hospital)
• Customer-service oriented; patient-centered focus that promotes the satisfaction and well-being of those we are called to serve
• Outgoing, welcoming personality a must
• Ability to handle money and reconcile daily deposits, as needed
• Demonstrates high level of confidentiality
• Demonstrated ability to learn technology systems; generally, technology-savvy
• Strong verbal communications skills and ability to communicate ideas and concepts successfully
• Demonstrated ability to remain calm when under pressure and ability to work well in a fast-paced environment
• Good computer skills and knowledge of Microsoft programs
• High energy, positive attitude, ability to work autonomously, flexibility, teamwork, attention to detail, and high degree of initiative
• Agrees to uphold Heartland’s guiding values of Compassion, Respect, Collaboration, and Integrity.

• Regular and predictable attendance is an essential function of the job

Details

• Hours M – F from 7:30 am – 7 pm as needed. (Occasional Saturdays as needed)
• Hours are approximate and may be altered by supervisor(s) as needed
• Shifts are generally 8 hours in length
• Full-Time Employees have an expected workweek of 40 hours
• Part-Time Employees will work hours as scheduled and agreed to by the supervisor