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Patient Services Representative

Vera Whole Health Anchorage, AK
  • Posted: July 12, 2019
  • Part-Time


Position Summary:

Vera Whole Health is seeking a part-time / on-call Patient Service Representative to join our Anchorage area clinic. The Patient Services Representative (PSR) is the first face of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a "can do" attitude. Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison with and between other internal and external departments with the goal of fostering an environment that promotes patient comfort and trust.

About Vera:

Vera Whole Health is the leading direct-to-employer primary care provider in the Western United States.We deliver population health management to large and mid-sized employers on-site,in the same building or campus where people work. Our approach to managed care ,which emphasizes behavior change as the only sustainable way to transform one's health, acheives high engagement. And the data shows that the more patients who use Vera, the more savings the employer sees across the entire employee population.

Position Qualifications/Essential Functions:

  • Collaborates in developing team priorities and patient goals & care plans.
  • Prepares for, attends and participates in team meetings and huddles.
  • Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s).
  • Schedules appointments for patients and updates any patient information in the EMR as needed.
  • Answers numerous phone calls using a multi-line system while maintaining a high level of customer service.
  • Performs day-to-day administrative functions and general office duties including but not limited to word processing, copying, filing, faxing, and data entry.
  • Must exercise utmost diplomacy and tact to provide excellent customer service for patients; practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements.
  • Maintains patient waiting areas, office files, and front-desk areas in a manner that is organized and neat.
  • Calls patients daily to confirm next day's appointments and prepares charts and accounts on a daily basis as applicable.
  • Verifies patient eligibility for clinical services and insurance.
  • Contacts insurance companies or other associated companies as needed for patient care.
  • Collects patient copay when appropriate.
  • Provides information to callers according to the organization's policies and procedures; transfers calls as needed; works with the team to ensure adequate phone coverage at all times.
  • Prepares for, attends and participates in team meetings and huddles.
  • Completes team outreach assignments including but not limited to follow-up phone contact, appointment scheduling, and letters.
  • Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality.
  • Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed.
  • Attends scheduled clinic and company meetings.
  • Performs all duties in support of successful EHR/EPM implementation.
  • Must be able to work flexible hours with shifts on Monday-Friday.
  • Regular and reliable attendance at the assigned Vera clinic or clinics; punctuality.
  • Performs other duties as assigned.
Additional Qualifications Preferred: 
  • Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner.
  • Additional language (Spanish) abilities a bonus.
  • Willingness to work a variety of shifts, including early mornings, evenings
  • Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
  • Intermediate computer knowledge and skills.


  • High School diploma or GED required.
  • Associate Degree or higher is preferred.
  • 1-2 years' experience working in a customer service setting, medical office preferred.
  • Answering multiple phone line system in highly confidential environment.
  • Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM.
  • Documentation of Hep B vaccination or proof of immunity (titer). 
  • Documentation of proof of a negative TB test in the last 90 days before start-date. 
  • Must show proof of current CPR certification or be CPR certified within 60 days of hire.
Demonstrated Attributes:  
  • Exceptional interpersonal customer service skills.
  • Exceptional verbal and written communication skills.
  • Must have the ability to exercise a high degree of diplomacy and tact; excellent customer service and interpersonal communication skills; cultural sensitivity and demonstrated ability to work with diverse people groups.
  • Ability to work well under pressure with minimal supervision.
  • High attention to detail.
  • Must be flexible and accommodate the changing needs of the clinic.
  • Demonstrate an understanding of and commitment to The Vera Way by practicing its key components of mindfulness, continuous learning, a coach approach, innovation, adaptability and resilience with all members of Vera's staff, clients and patients. 
Physical Demands: 
  • Includes full range of body motion, manual and finger dexterity and eye-hand coordination.
  • Requires standing, walking and sitting for extended periods of time.

Vera Whole Health


Anchorage, AK

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