Patient Services Representative Salem, MA (http://maps.google.com/maps?q=47+Congress+Street+Salem+MA+USA+01970) Job Type Full-time Description Opportunity Overview North Shore Community Health (NSCH) is an industry leader in exceptional community healthcare delivery. Reporting to the Site Manager in a very busy office, the Patient Services Representative (Front Desk) serves as the first face our patients encounter, ensuring patients are appropriately registered, scheduled, and charged for medical visits to facilitate smooth clinic flow. The Organization North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides: + Comprehensive primary care. + Dental services. + Behavioral health care. + Care management. + Pharmacy services. + Substance abuse disorder treatment. + Nurse care management. + Insurance enrollment assistance. NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services. As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits. We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities. Mission North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all. Vision Healthy People | Vibrant Communities Values Accountability We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do. Integrity Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement. Empathy Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients. Courage We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy. Respect NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork. Commitment NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values. EEO Statement: We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. https://www.nschi.org/wp-content/uploads/2022/03/nsch\_eeo-policy-statement-dec-2021.pdf Responsibilities + Provides outstanding customer service to both patients and NSCH clinical staff + Displays professionalism and a friendly attitude while working with all patients, including those who may be experiencing a high level of stress, concern, or emotion + Ensures patients are appropriately registered, scheduled, and checked in for appointments + Directs calls and notes to appropriate staff, taking accurate and detailed messages to ensure that callers receive the information they need + Ensures all patient demographic and insurance information is accurate and up-to-date during their visit. + Identifies and collects any outstanding documents related to patient’s care, including consent forms and paperwork related to payment collection. + Collects patient payments when appropriate and secures and reconciles payments until the end of shift. + Maintain organized and clean work areas and waiting room + Provides translation services as needed + Contacts patients as needed via letter, telephone, or patient portal + HIPAA: Maintains integrity and completeness of medical records and patient confidentiality + Copies and faxes documents as needed + And other assigned duties to support the patient care team Requirements + High School diploma or equivalent + A minimum of two (2) years of customer service experience, preferably in a medical setting or office environment + Demonstrated work history of reliability, good attendance, and a positive attitude + Detail-oriented and thorough + Willingness and ability to learn new technologies – Digium/Switchvox phone system, EPIC for medical appointments, Dentrix for dental appointments + Warm and professional telephone manner; good memory and patience + Ability to multi-task and follow up to complete tasks + Ability to be courteous, efficient, effective, and patient in a fast-paced environment + Maintain strict adherence to the NSCH Confidentiality policy + Incorporate NSCH Mission and Values into daily activities + Comply with all NSCH personnel policies and procedures + Willingness to be flexible about work assignments + Strong interpersonal and communication skills + Competency in working with Microsoft Office Suite and EPIC is a plus As a health center, NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID-19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID-19 vaccination must be provided, and prospective employees must be vaccinated before their first day of employment, submitting their vaccination record and prehire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy, please get in touch with the Human Resources Department at hr@nschi.org. At North Shore Community Health, our commitment lies in fostering a diverse workforce. If you're enthusiastic about this position but feel that your previous experience aligns differently with every requirement in the job description, we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health. Living on the North Shore With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene. For Information Please Contact: Talent Acquisition Department North Shore Community Health TalentAcquisition@nschi.org