Customer Service Representative

Position Summary

The Customer Service Representative (CSR) supports efficient clinic operations by providing high-quality front-desk services, including patient registration, appointment scheduling, and insurance verification. This role ensures a welcoming environment while maintaining accuracy and professionalism in all patient interactions. As a key point of contact, the CSR represents the organization and is expected to uphold high standards of service and confidentiality.

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 surprise Act guidelines.
• 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 

• High School diploma or GED required

Experience 

• 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.

Physical Demands

• 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.

Work Environment

• High-stress, fast-paced environment.
• Office based clinical environment within healthcare setting
• Work is primarily indoors with extended periods of computer use. 

Disclaimer:

The above is intended to describe the job functions, the general supplemental functions and the essential requirements for the performance of this job.  It is not to be construed as an exhaustive statement of supplemental duties, responsibilities, or non-essential requirements.

Medical Associates Plus is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, basis of disability or any other federal, state or local protected class.