Virtual Patient Service Representative

About the role

Finger Lakes Community Health (FLCH), a Federally Qualified Health Center founded in 1989 and serving over 28,000 patients across eight health centers, is hiring a Patient Service Representative (PSR). The PSR provides quality customer service to patients and guides them through scheduling, check-in and payment collection. The position works between two locations, so reliable transportation is required.

Key responsibilities

• Patient check-in and check-out: greet patients, verify personal and insurance information, collect copays and outstanding balances, schedule follow-ups and help patients complete forms.
• Scheduling: book, reschedule and confirm appointments by phone, online or in person, coordinate provider availability, document no-shows and cancellations in the electronic health record, attend the morning huddle and suggest additional services.
• Insurance verification and billing support: verify eligibility and benefits, explain billing statements, resolve insurance discrepancies with billing staff and reconcile daily payments and the cashbox.
• Operations: open and close the building according to operating hours, clean the waiting room, handle patient complaints professionally and escalate issues as needed.
• Documentation: enter telephone encounters and actions in the electronic health record in line with policies and procedures.

Required profile

• High school diploma or equivalent; 1+ year of experience in healthcare or customer service preferred.
• Valid government-issued photo ID.
• Introductory knowledge of healthcare billing and appointment scheduling.
• Ability to communicate clearly and professionally in a clinical setting, work accurately and use good judgment.
• Physical demands include prolonged sitting with occasional standing, frequent typing, lifting up to 15 pounds and clear hearing and vision.

What we offer

• Monday to Friday schedule, closed all major holidays.
• Medical insurance with a 90% employer contribution, plus dental, vision and life insurance.
• 3% Safe Harbor 401k contribution and robust PTO.
• Education reimbursement.