Bilingual Patient Service Associate

Why join Advance Community Health?

Life in the Triangle, with the Atlantic Ocean only two hours to the east and the Blue Ridge Mountains 3.5 hours to the west, living and working in the Triangle area gives you the best life has to offer.  Advance Community Health (ACH) proudly offers employment opportunities in multiple locations throughout the Triangle, including Raleigh, Apex, Cary, and Fuquay-Varina! 

Our Raleigh office, conveniently located less than 6 minutes from the heart of Downtown Raleigh, gives you easy access to some of the best food and entertainment the Triangle has to offer! No matter who you are, the Triangle offers everything you need to live a happy, fulfilling life!

 Our Benefits

• Company paid Medical for Employee and two dependents. 
• Dental, and Vision insurance
• 401K participation
• All employees receive their Birthday Off 
• One Floating Holiday

Position Summary

Advance Community Health is seeking enthusiastic Patient Service Associates to provide quality customer service to all internal and external customers through handling patient requests, inquiries, questions and complaints via telephone. Under the direction of the Practice Manager, the Patient Service Associate is also responsible for providing face- to-face quality customer service to all patients and coworkers while accurately organizing, processing, and completing all patient registration, medical records, and referrals duties. This position will serve on teams to provide quality and patient-focused healthcare.

Essential Duties and Responsibilities

Primary duties include but not limited to:

 Front-Desk

• Greet and check-in patients promptly, efficiently and in a professional and timely manner, while practicing patient confidentiality.
• Register each patient by obtaining, verifying, and inputting all required information accurately into the Electronic Health Record (EHR).
• Collect and correctly post payments in accordance with ACH Cash Management protocols.
• Accurately balance and close out cash drawer daily; make deposits as needed.
• Schedule, confirm, reconfirm, and reschedule patient appointments when necessary.
• Maintain accurate records of all program events and participant interactions.
• Function as secondary point of contact for inquiries, requests, and communications from external partners.
• Cultivate and nurture strong relationships with external partners, ensuring their needs are understood and addressed effectively.

 Call Center

• Answer Calls Professionally.
• Good verbal and oral communication skills - fast and correct typing, ability to create grammatically correct notes with minimal spelling errors.
• Ability to manage difficult patient situations.
• Ability to treat people with respect under all circumstances. 
• Process all patient inquiries, messages, and requests promptly, efficiently and in a professional manner, while practicing patient confidentiality.
• Reschedule doctor’s appointments when needed.
• Obtain, verify, and input all information accurately; record detailed and accurate phone notes; and route messages to the appropriate clinical staff and/or Provider. 
• Identify and escalate priority issues. 
• Route calls to appropriate resource.

 Education and Experience

• Minimum of High school Diploma or GED.
• 1-2 years related experience working as a receptionist or front desk.
• Strong computer skills with knowledge of Microsoft Word, Excel.
• Healthcare experience.
• Front desk experience in a medical or dental office preferred.
• Non-profit and/or community health experience preferred.
• EPIC EHR system experience preferred.
• Experience multi-tasking while providing quality customer service.

Required Skills

• Excellent communication skills – Clear and concise verbal communication, active listening and ability to articulate information effectively.
• Great problem-solving skills – Will identify the root cause of patient issues and find appropriate solutions. 
• Customer Service orientation- Must possess strong empathy and ability to handle patient concerns with respect, patience and professionalism. Maintain composure under pressure and effectively manage difficult patient interactions

Direct Reports

• None

 Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Tasks, duties, and responsibilities, as listed in this position description, are not exhaustive. The Organization, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills and/or education will also be considered, so qualifications of incumbents may differ from those listed in the Position Description. The Organization, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms.