Customer Relations Representative

EHS Overview:

Episcopal Health Services Inc. (EHS) is a health system located on the Rockaway Peninsula in Queens, New York. EHS provides inpatient, outpatient, and emergency care to the diverse populations of the Rockaways, Five Towns, South Nassau, and beyond. The system offers comprehensive preventive, diagnostic, and rehabilitative services to people of all faiths.

St. John’s Episcopal Hospital is accredited by The Joint Commission’s Health Facilities Accreditation Program and is approved by the New York State Department of Health. The hospital is a recipient of the Gold-Plus Get with the Guidelines®-Stroke Quality Achievement Award and the Gold-Plus Get with the Guidelines®-Heart Failure Quality Achievement Award from the American Heart Association. Additionally, St. John's is proud to be redesignated as a Baby-Friendly® Hospital by Baby-Friendly USA – the accrediting body and national authority for the Baby-Friendly Hospital Initiative (BFHI) in the United States.

Come Grow With Us!

Type: Full-Time (75 Hours Bi-Weekly)

Shift: Days

Hours: Varies

Pay: $28.41 - $29.84 depending upon years of experience

Job Summary:

The Customer Relations Representative (CRR) is responsible for delivering exceptional service to patients, ensuring smooth operational processes, and contributing to a positive patient experience. This role involves a range of administrative and clerical duties to support clinical operations, including appointment scheduling, insurance verification, registration, and patient communication. The CRR ensures that all tasks are completed in a timely and professional manner, with attention to detail, patient satisfaction, and operational efficiency.

Responsibilities:

• Schedule, reschedule, and cancel patient appointments based on physician and Advanced Practice Provider (APP) schedules, ensuring accurate documentation in Athena and MediTech.
• Review provider schedules in advance to optimize appointment flow, identify conflicts, and reduce scheduling inefficiencies.
• Monitor appointment ticklers, workflow dashboards, and scheduling queues in Athena and take appropriate follow-up action as required.
• Complete full patient registration and pre-registration processes, including collecting demographic information, insurance details, and verifying referral authorizations.
• Verify patient insurance eligibility and update insurance information in the system to support accurate billing and timely reimbursement.
• Answer incoming telephone calls, retrieve voicemail messages, determine the nature of calls, and route callers to the appropriate individual or department; operate paging and telephone systems as required.
• Place appointment reminder calls in accordance with established protocols and follow up on missed appointments by contacting patients and issuing no-show letters to prevent loss to follow-up.
• Greet patients, visitors, and guests in a courteous, professional, and respectful manner; direct individuals to appropriate offices or exam rooms and manage wait areas by providing prompt updates regarding wait times or delays and addressing any concerns.
• Perform patient check-in and check-out activities, including verifying and updating demographic and insurance information at each visit and refer patients to nurses or clinical staff for patient education and required screening questionnaires as appropriate.
• Proactively enroll patients in the patient portal and document patient declinations in the electronic medical record as required.
• Collect co-payments and other patient payments; explain service charges, perform cashiering duties, balance daily transactions, and forward daily cash collections to the hospital’s main cashier office.
• Prepare medical records for patient visits, including reviewing schedules in advance, ensuring required documentation is available in Athena, MediTech, and related systems, and preparing the practice for the next workday through management of the workflow dashboard.
• Create, manage, and follow up on patient cases, including documenting actions taken, tracking outstanding items, and coordinating next steps to support continuity of care.
• Process all requests forms, including but not limited to work/school forms, and coordinate patient transportation needs, ensuring timely follow-up. Maintain required documentation, including receipts, eligibility verification, and justification of payments related to the Medicaid and Medicare transportation reimbursement program.
• Print, scan, fax, file, and distribute documents; receive, sort, and distribute mail and faxes; monitor office supply inventory and request replenishment as needed in accordance with established procedures.
• Prioritize patient experience by addressing patient inquiries and concerns, taking ownership of patient interactions through appropriate follow-up, and supporting continuity of care while maintaining patient privacy and confidentiality at all times.
• Performs all related duties as required and all other unrelated duties as requested including following downtime procedures as required during emergencies/demanding situations.

Requirements:

• High school diploma or equivalent required; Associate’s degree preferred
• 1-3 years of experience in customer service or administrative roles, preferably in healthcare settings
• Familiarity with patient scheduling, insurance verification, and registration processes
• Basic proficiency in Google Suite
• Strong customer service skills with the ability to communicate effectively with patients, families, and staff
• Excellent organizational and multitasking abilities, with attention to detail
• Ability to manage high volumes of calls and tasks efficiently while maintaining professionalism

Education

• High School Diploma or GED or better

Equal Opportunity Employer
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