Patient Services

At Mid-State Health Center, care starts with people—and that includes our team. We’re a mission-driven, not-for-profit health center serving the people of central New Hampshire through compassionate, high-quality care. Our integrated model supports patients across primary care, behavioral health, dental, substance use treatment, advanced imaging, childcare, and so much more.

With nearly 15,000 patients served, our work reaches every corner of the community—and it all starts with a dedicated team. At Mid-State, you’ll be part of a supportive, collaborative environment that values whole-person care, innovation, and doing good—for those we serve and for one another.

We offer competitive pay based on experience and credentials, along with a comprehensive benefits package that includes health, dental, and vision insurance; a 403(b) retirement plan with match; paid time off and holidays; tuition reimbursement; professional development support; flexible spending accounts; life, cancer, and accident insurance; and access to an employee assistance program. More than a job, this is a place where your work matters and your impact is real.

Mid-State Health Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

ORGANIZATIONAL MISSION: The mission of Mid-State Health Center is to provide sound primary care to the community, accessible to all regardless of their ability to pay.

GENERAL SUMMARY OF DUTIES: Responsible for performing clerical functions including answering phones, scheduling patient appointments and greeting patients in an efficient, professional and courteous manner.

SUPERVISION RECEIVED: Reports to Office Manager

ESSENTIAL FUNCTIONS:

Patient Interaction & Support

Politely greet and assist patients, visitors, and families

Answer questions regarding appointments, services, and clinic processes

Provide excellent customer service in-person, by phone, or via digital channels

Works efficiently to assist with flow of patients through the office. Working in multiple scheduling platforms.

Comply with federal HIPAA regulations and practice policies for the privacy and security of patient information; explain the law and our privacy policy to patients as needed; maintain appropriate documentation of access to medical records.

Scheduling & Registration

Schedule new and follow-up appointments

Verify and update patient demographics and insurance information

Check patients in and out

Manage appointment reminders and follow-up communications

Ensures that patients are scheduled properly and appointments are confirmed. Accurately books, coordinates and reschedules patients’ appointments as needed.

Maintains visiting specialist schedules, new patient paperwork, scheduling, consents and check in.

Billing & Insurance

Collect co-pays, outstanding balances, and required documentation

Explain basic billing questions or escalate as needed

Process insurance verifications and authorizations

Administrative & Clerical Tasks

Communicate effectively and clearly; works effectively with co-workers as a team member and performs duties of other clerical personnel.

Manage incoming calls, messages, and emails

Maintain organized and accurate patient records

Perform data entry and document management

Coordinate with clinical and administrative staff

Supplements office staff as reception tasks permit by assisting with photocopying, computer input/typing, scheduling laboratory or radiology work as directed.

Accessing Cerner

Performs other duties as assigned.

Operational Support

Assist with waiting room management and patient flow

Follow HIPAA guidelines and internal policies

Support quality improvement initiatives

Handle patient concerns or route them appropriately

The job holder must demonstrate competencies applicable to the job position.

EDUCATION: High school diploma or GED.

EXPERIENCE: Minimum of one year experience in customer service setting, preferably six months receptionist experience in health care setting and experience with office equipment. Knowledge of medical terminology desirable. Word processing and computer experience.

SKILL LEVELS:

Level I

Basic Customer service skills

Learning medical terminology and insurance basics

Works under close supervision

Level II

Strong knowledge of insurance plans and workflows

Independent decision-making within guidelines

Less supervision required

Level III

Deep understanding of HER systems, insurance and compliance

High autonomy

Advanced conflict resolution

Often involved in process improvement

KNOWLEDGE and ABILITIES:

Plan, organize, delegate and supervise.

Evaluate the effectiveness of existing methods and procedures; developing, analyzing, and revising processes.

Operate a variety of office equipment and computer programs.

Apply policies and procedures.

Set priorities among multiple requests.

Interact with patients, medical and administrative staff, public effectively.

Communicate clearly and effectively in person, in writing, or by phone.

Comply with established policies and procedures.

Plan and perform diversified duties requiring knowledge of patient relations and medical information management fields.

Computer literate with proficiency in Microsoft Office applications.

Basic financial skills, as well as analytical skills for trend and situational analysis desired.

Interact effectively with people of varied educational, socioeconomic and ethnic backgrounds, skill levels and value systems; work with frequent interruptions; be a team player.

Physical Demands

Sedentary Work: Ability to remain seated at a workstation for extended periods.

Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, phone, and office equipment.

Visual Requirements: Sufficient vision to read printed materials and computer screens.

Auditory Requirements: Ability to hear and respond to phone calls, conversations, and office sounds.

Mobility: Occasional walking, bending, or reaching for files, supplies, or equipment.

Lifting: May occasionally lift or move objects up to 50 lbs (e.g., office supplies or small packages).

Mental Demands

Concentration & Attention to Detail: Ability to maintain focus and accuracy when handling data, reports, or multiple tasks.

Decision-Making: Make sound judgments within established guidelines and timelines.

Problem-Solving: Analyze information, identify issues, and develop appropriate solutions.

Communication Skills: Clearly convey and receive information in both written and verbal form.

Time Management: Prioritize multiple tasks, meet deadlines, and adapt to changing priorities.

Stress Tolerance: Maintain professionalism and effectiveness in a fast-paced or occasionally high-pressure environment.

Confidentiality: Exercise discretion and maintain sensitive information securely.

Environmental Conditions

Office Setting: Work is performed primarily in a professional office environment with controlled temperature and standard lighting.

Noise Levels: Typically quiet to moderate, with occasional periods of higher activity during meetings or collaborative projects.

Equipment Use: Frequent use of computers, phones, copiers, and other standard office equipment.

Minimal Physical Risks: Limited exposure to hazards; occasional need to move light office materials or supplies (up to 50 lbs).

Working Conditions

Schedule: Standard business hours with occasional need for overtime or flexible scheduling to meet project deadlines or attend events.

Pace & Deadlines: Work may involve multiple priorities, time-sensitive tasks, and periods of high activity.

Collaboration: Regular interaction and communication with team members, management, and external contacts.

Technology Use: Consistent use of office software, email, and virtual meeting platforms.

Professional Environment: Requires adherence to confidentiality, professionalism, and organizational policies at all times.