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Patient Service Representative

Amoskeag Health

Amoskeag Health, formerly Manchester Community Health Center (MCHC), is a nonprofit 501(c) (3) federally qualified health center offering high-quality, comprehensive, and family-oriented primary health care and support services since 1993. Now known as The Dr. Selma Deitch Center for Children and Teens, Child Health Services (CHS) is the original pediatric practice of MCHC dedicated to improving the health and well-being of at-risk children. In June of 2019, all locations of MCHC consolidated under one name, Amoskeag Health.

Through all its programs, Amoskeag Health serves over 14,579 patients annually across four locations in Manchester.

To improve the health and well-being of our patients and the communities we serve by providing exceptional care and services that are accessible to all.

We envision a healthy and vibrant community with strong families and tight social fabric that ensures everyone has the tools they need to thrive and succeed.

Core Values
We believe in:
• Promoting wellness and empowering patients through education
• Fostering an environment of respect, integrity and caring where all people are treated equally with dignity and courtesy
• Providing exceptional, evidence-based and patient-centered care
• Removing barriers so that our patients achieve and maintain their best possible health

This health center receives HHS funding and has Federal Public Health Service (PHS) deemed status with respect to certain health or health-related claims, including medical malpractice claims, for itself and its covered individuals.

Primary care, preventive care, outreach and enabling services at Amoskeag Health are supported in part by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under the Health Center Cluster grant number H80CS00571. This grant provides approximately 15% of total revenue.

Job Summary:
The front office position is responsible for “arriving” patients in the practice management system, greeting guests to the health center, completing the patient intake process, establishing new patients within the organization, scheduling patient appointments and monitoring waiting room activity.

Job Relationship:
Responsible to the Front Office Manager.
Business Relationships with billing office and clinical staff as needed.

Responsibilities and Authorities:
1. Greet patients and guests to the Health Center.
2. Check in patients; verify demographic and personal data, prior balance and insurance information, and make changes/notations
(as necessary). Screen patient for the ability to pay. Set up payment plans according to facility guidelines.
3. Collects from patient when identified balances are due.
4. Completes the full process of Financial Assistance; educates patient, provides information to patient, calculates, notes account
accordingly, provides patient with approval/denial letter and adjusts account accordingly as outlined by department procedure.
5. Perform Medicaid, New Hampshire Health Protection Program, Marketplace, and intake screenings to include interview,
documentation, health insurance and discount eligibility/determination, Medical Discount Card distribution and updates as
6. Provide education on health insurance coverage in a fair, accurate and impartial manner. Provide timely referrals for individuals
needing additional assistance and to the office of health insurance consumer assistance to address consumer grievances,
complaints, or questions about their health plan coverage, or a determination.
7. Coordinate and perform all monthly Medical Discount Card renewals (mailings and face-to-face interviews) and reports as
appropriate for discount expirations.
8. Coordinate all new patients requests from affiliated agencies and schedule appointments according to protocol in a timely manner.
9. Maintain New Patient Desktop requests and respond to all patient calls and inquiries in a timely and professional manner.
10. Respond to individuals seeking to access care as a new patient of the Health Center. Enter patient demographic data into the
practice management system. Schedule new patient appointment via phone or walk in based on protocol in practice management
system and update chart information.
11. Notify clinical staff, by the means provided (telephone/teams/paging), of patients seeking assistance beyond your skill level.
12. Monitor waiting room activity to ensure patient safety.
13. Assist in printing reports; maintain stock of forms and office supplies as directed by supervisor.
14. Back-up other Patient Service Representative personnel as needed.
15. Translate for patients as directed by supervisor, if appropriate, and as qualified.
16. Attend scheduled department meetings, as well as participate in other Health center meetings as directed. If absent, responsible
for reading minutes of meeting and signing the documentation.
17. Complete any mandatory safety-related and infection control in-services as designated by Senior Management Team.
18. Safeguard patient privacy and confidentiality and demonstrate sensitivity to cultural diversity of population being served.
19. Follow all Personnel Policies received at the time of employment.
20. Other responsibilities as assigned by Front Office Manager.

Knowledge, Skills and Abilities Required:
In addition, individual must possess these knowledge and these skills and abilities or be able to explain and demonstrate that the individual can perform the primary functions of the job with or without reasonable accommodation using some other combination of skills and abilities and to posses the necessary physical requirements with or without the aid of mechanical devices to safely perform the primary functions of the job.

1. Physical requirements include ability to extend hand(s) and arm(s) in any direction; pick, pinch, type or otherwise work primarily
with fingers; stand for sustained periods of time and move about on foot to accomplish tasks, raise objects from a lower to a
higher position or move objects horizontally from position to position; apply pressure to an object with fingertips; sustain
substantial movement of wrists, hands and/or fingertips.
2. Ability to express or exchange ideas by means of the spoken word.
3. Ability to receive detailed information through oral communication and make fine discrimination in sound.
4. Ability to interact effectively with people of varied educational, socioeconomic and ethnic backgrounds, skill levels and value
systems; to work with frequent interruptions and to respond appropriately to unexpected situations. Excellent listening skills.
5. Ability to exert up to twenty (20) pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift,
carry, punch, pull, or otherwise move objects. Primary functions involve sitting, as well as stooping, kneeling, crouching, and
reaching; walking, particularly for long distances, and standing for sustained periods.
6. Visual acuity sufficient for work which deals largely with visual inspection involving small anatomical or physiological details as
well as the whole patient, preparing and analyzing data and figures, accounting, computer terminal operation, extensive reading,
and visual inspection involving small parts/defects.
7. Excellent written, verbal communication and social skills.
8. Ability to endure periods of heavy workload or excessive stress.
9. Ability to wear equipment such as safety glasses, gowns, etc.
10. Knowledge of database and spreadsheet software systems. Computer skills preferred and basic financial skills, as well as
analytical skills for trend and situational analysis desired.
11. Ability to transport self to meetings, event and affiliated vendors.
12. Not substantially exposed to adverse environmental conditions.
13. Based on the mental requirements of the position, please check below the ADA statement that best fits the position. Choose only one from below:

? Requires the ability to understand and follow simple instructions and to use simple equipment involving few decisions.
? Requires the ability to perform repetitive or routine duties working from detailed instructions and understand procedures.
Requires the making of minor decisions.
? Requires the ability to plan and perform diversified duties requiring an extensive knowledge of a particular field and the use of a
wide range of procedures. Involves the exercise of judgment in the analysis of facts and conditions regarding individual problems
or transactions to determine what actions should be taken within the limits of standard practice.
? Requires the ability to plan and perform a wide variety of duties requiring general knowledge of policies and procedures.
Requires considerable judgment to work independently toward general results, devising methods, modifying or adapting standard
procedures to meet different conditions, making decisions based on precedent and policy.
? Requires the ability to plan and perform difficult work where only general methods are available. Involves highly technical or
involved projects, presenting new or constantly changing problems. Requires outstanding judgment and initiative in dealing with
complex factors not easily evaluated, also making decisions for which there is little precedent.

? Requires the ability to plan and perform complex work that involves new or constantly changing problems where there is little
accepted method or procedure. Involves participation in the formulation and carrying out of policies, objectives and programs for
major divisions or functions. Considerable ingenuity and exceptional judgment required to deal with factors not easily evaluated,
interpret results and make decisions carrying a great deal of responsibility. Direct and coordinate the work of subordinate
supervision in order to attain objectives.
Reviewed/revised: 4/02

1. Education/Training: High School Diploma or equivalent
2. Experience: Two years of customer service experience in a related field. Healthcare experience preferred.
3. Excellent communication skills. Bilingual is a plus.
4. Must work well with the public.

Job Location:


Date Added: September 2, 2021

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