Patient Services Representative (Front Office)

Job title: Patient Services Representative (Front Office)
RHTP alignment: Regional Access & Patient Navigation Coordinator - Front Desk
Reports to: Manager of Administrative Services or designated Practice Manager
Position: Full time, 1.0 FTE
FLSA Status: Nonexempt
Work Schedule: Full time, 1.0 FTE, five days per week; occasional evening or weekend assignments supporting expanded access.

Work Location: On-site at assigned LRHC clinics or centralized service locations, with mobile or satellite coverage as assigned. This is not a remote position.

Position Objective
The Patient Services Representative provides a welcoming and reliable entry point to LRHC services through registration, scheduling, telephone support, and patient communication. The position helps patients navigate access arrangements and connects their requests with the appropriate administrative or clinical team.

Through the Rural Health Transformation Program (RHTP) and the RIVER (Regional Integrated Vermont Enhanced Rural) Community Health Network, the role supports coordinated access across clinics, centralized telephone services, mobile healthcare, satellite locations, and telehealth. Accurate information, timely handoffs, and appointment follow-through help patients remain connected to whole-person care.

Patient Reception and Registration
Welcome patients, complete check-in and check-out, and explain registration and visit arrangements. Maintain a respectful environment and help patients identify their next steps.

Obtain and update demographic, contact, insurance, and other required registration information. Verify information with patients and maintain accurate EHR records and registration documents.

Check insurance eligibility through approved systems and workflows. Route coverage questions or discrepancies to designated billing or enrollment assistance staff.

Collect and post authorized patient payments, provide receipts, and reconcile assigned cash and deposit records. Connect patients with sliding fee or financial assistance staff when needed.

Scheduling Telephone and Patient Communication
Answer calls, manage voicemail, take accurate messages, and route requests promptly. Support assigned centralized telephone coverage and consistent communication among service locations.

Schedule and confirm appointments under approved templates and procedures. Assist with new-patient intake, cancellations, rescheduling, and missed-appointment outreach.

Receive prescription refill requests and route them through approved EHR workflows to the clinical team. Direct clinical questions and urgent concerns to nursing or providers under established escalation procedures.

Provide accurate information about clinic, mobile, satellite, and virtual services. Explain appointment locations and approved preparation instructions and help patients connect with technology support when needed.

Communicate scheduling barriers, transportation needs, interpreter requests, and other access concerns to care coordinators or designated staff. Document the handoff and assigned follow-up.

RIVER Access and Administrative Coordination
Support registration and scheduling for mobile routes, satellite access points, community services, and expanded hours. Coordinate on-site or centralized coverage through the supervising manager, with the Practice and Mobile Operations Manager coordinating mobile service logistics.

Arrange follow-up appointments after clinic or community encounters and coordinate with care teams when patients need additional services. Help maintain continuity across LRHC locations.

Assist referral and diagnostic staff with assigned appointment and patient communication tasks. Route unresolved referral questions to the responsible coordinator or clinical team.

Process assigned faxes, electronic documents, courier items, and administrative work queues promptly. Assist with authorized medical records tasks, scanning, and registration packets.

Maintain assigned administrative alerts and support site opening and closing, telephone readiness, and front office supplies under established procedures.

RHTP Implementation and Improvement
Participate in orientation and cross-training for consistent access workflows across centralized, clinic, mobile, and satellite services. Identify confusing instructions or access barriers and bring them to the supervisor.

Contribute scheduling, registration, patient contact, and access information to approved reporting and the Rural Primary Care Capacity Index (RPCCI) through designated leaders.

Participate in service improvement activities and document assigned grant-supported work under LRHC procedures. Perform other duties consistent with training and the position.

Working Relationships
Reports to the Manager of Administrative Services or designated Practice Manager, who establishes work priorities, provides direct supervision, and coordinates performance management. Shared coverage and assignments across service locations are coordinated with the responsible managers.

Work with Practice Managers, Administrative Services, the Practice and Mobile Operations Manager, patient access colleagues, providers, nursing, Billing, records staff, referral and diagnostic coordinators, and care coordinators. Support consistent registration, scheduling, patient communication, and administrative handoffs across settings.

Follow assigned responsibilities and promptly escalate unresolved operational needs to the supervising manager. Clinical triage, treatment decisions, and prescription approval remain with authorized clinicians.

Education Experience and Abilities
High school diploma or equivalent required. Certificate, associate degree, or bachelor’s degree in a related field preferred.

Previous healthcare office or healthcare setting experience involving health information technology and customer service.

Excellent communication, patient service, organization, and attention to detail. Ability to prioritize requests and manage interruptions with courtesy and accuracy.

Ability to use EHR registration and scheduling functions, telephone systems, office software, and standard equipment. Ability to handle patient payments and records accurately.

Ability to work independently and with teams, protect confidential information, and communicate respectfully with diverse patients and caregivers.

Indicators of Success
The supervising Manager of Administrative Services or designated Practice Manager will establish priorities and goals for registration and scheduling accuracy, timely telephone and message handling, completed handoffs, patient experience, payment reconciliation, and readiness for assigned RIVER services. Input from clinical and operational leaders will inform improvement needs across assigned service settings.

Working Conditions and Acknowledgment
Work includes computer and telephone duties, patient reception, and occasional travel or coverage at other sites. Evening or weekend assignments may be required for expanded access. Essential communication, record handling, and front office duties may be performed with reasonable accommodation.

Duties may evolve with organizational needs, consistent with training and the role.

Pay: $21.63 - $25.86 per hour
Expected hours: 40.0 per week
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Work Location: In person