Customer Service Representative

Position Summary:

The Customer Service Representative (CSR) plays a vital role in supporting daily clinic operations by delivering courteous, accurate, and efficient front-desk services at our Behavioral Health clinic in Aiken, SC. Responsibilities include patient registration, scheduling, referrals, insurance verification, and handling inquiries both in person and by phone. As the first point of contact for patients and visitors, the CSR ensures a positive experience while upholding strict standards of confidentiality, professionalism, and service excellence.

Responsibilities and Duties

• Greet patients and visitors in a courteous, professional manner.
• Register patients accurately in the electronic health record (EHR), including obtaining consents and verifying insurance.
• Communicate co-pays and financial responsibilities; collect payments and issue receipts.
• Schedule, cancel, and confirm appointments according to clinic protocol.
• Process medical record requests in compliance with privacy regulations.
• Maintain and update sliding fee scale (SFS) applications and calculate discounts as needed.
• Perform insurance eligibility checks and secure required authorizations.
• Monitor and manage incoming phone calls; take and relay accurate messages.
• Coordinate with clinical staff for schedule adjustments or urgent appointment needs.
• Maintain accurate records and logs, including no-shows, cancellations, and appointment reminders.
• Scan and upload documents to the EHR system in a timely and accurate manner.
• Balance cash drawer and complete end-of-day closeout procedures.
• Follow all organizational policies, procedures, and safety guidelines.
• Provide Good Faith Estimate (GFE) for uninsured or self-pay patients in accordance with the No Surprises Act guidelines.
• Assist with referrals
• Perform other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities:

• Strong customer service and communication skills.
• Proficiency with computers and office equipment.
• Ability to multitask and work in a fast-paced environment.
• Knowledge of commercial, Medicare, and Medicaid insurance requirements.
• Strong organizational skills and attention to detail.
• Ability to always maintain confidentiality and professionalism.

Education & Experience:

• High school diploma or GED required.
• Minimum of 1 year in a customer service or healthcare setting is preferred.
• Experience with EHR systems is desirable.
• Knowledge of medical terminology and insurance processes is preferred.

Working Conditions:

• Prolonged periods of sitting and computer use.
• Occasional bending, stooping, and lifting to 30 pounds.
• Frequent interaction with patients, including those who may be ill.
• Normal hearing and vision required for communication and data entry.
• May require evening or weekend shifts based on clinical needs.
• High-stress, fast-paced environment.

Disclaimer:

Medical Associates Plus is an Equal Opportunity Employer and complies with all applicable federal, state, and local employment laws. All employment decisions are based on qualifications, merit, and organizational needs. We comply with HIPAA, OSHA, the No Surprises Act, and other relevant regulations. Reasonable accommodation is available for qualified individuals under the ADA.

Medical Associates Plus reserves the right to manage and direct its workforce in accordance with applicable federal, state, and local laws. This includes, but is not limited to, determining work location, work schedule, job duties, and assignments, based on the needs of the organization.