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The Opportunity 

Looking to make a real difference in healthcare while building a rewarding career? As a Patient Services Coordinator in our Clinic Support Center, you'll be the first friendly face patients encounter when they reach out for virtual care. You'll work closely with our clinical team to ensure smooth, efficient patient interactions. From registering new patients and updating records to collecting payments and assisting those in need, your role is essential in delivering exceptional care.  

In addition to serving our virtual patients, you'll support in-person Medical Receptionists, helping them manage patient flow during busy times. Whether you're just starting your career in healthcare or looking to grow in customer service, this is an ideal role for someone who enjoys working with people, staying organized, and multi-tasking in a fast-paced environment.  

Please note that this position is an in-office role. Our new office is located in Portsmouth, NH and offers free parking, a gym with Pelton bikes and showers, tea and coffee stations, as well as standing desks for each employee. 

Why You'll Love This Role  

• Kickstart Your Career: Perfect entry point for those looking to grow in healthcare or customer service. 
• Collaborative Environment: Be a vital part of a supportive team that values clear communication and patient care. 
• Variety & Impact: Engage with patients virtually, manage registration, payments, and work alongside healthcare professionals to ensure a seamless experience. 

Your Impact 

• Patient Interaction: Engage with patients in a welcoming and professional manner, addressing inquiries and providing assistance over the phone.
  • Serve as first touchpoint for patients seeing care, greet patients with a friendly and professional demeanor.
  • Register patients efficiently, ensuring completion of all required virtual forms with accurate information.
  • Assign patients to the correct virtual Provider.
  • Handle insurance and billing inquiries, providing clear and concise information to patients.
  • Aid ill or distraught patients as necessary and with available resources.   

• Payment Collection: Collect payments, insurance co-pays, and prescription charges following clinic financial policies.
  • Proactively and confidently request a card on file, follow-up on patient balances, and ensure timely patient payments.
• Virtual Flow & Coordination: Collaborate with the healthcare team to ensure seamless patient flow and efficient operations, contributing to a positive and organized experience.
  • Answer and direct phone calls in a professional and timely manner.
  • Manage patient reservations and registration, optimizing patient satisfaction and provider schedules.
  • Work with attention to detail in all tasks, navigating between multiple software systems to follow protocols established by our occupational health partners in support of our Employer Services team.
• Communication Hub & Support for Clinics: Act as a central communication hub between virtual and in-person receptionists, promoting a cohesive and coordinated patient care experience.
  • Monitor and proactively provide support to in-person Medical Receptionist in shared Teams channel.
  • Liaise between clinic and VUC, providing load balancing support, ultimately ensuring patient wait time remains low both virtually and in-person.
• CMD Technology & Offerings Expert:
  • Support remote Providers with logistics and technical difficulties.
  • Become familiar with scope of services provided at CMD and costs affiliated with all services.
  • Navigate and utilize various software systems for reservation scheduling and electronic medical records. 

Required Availability

• Our Virtual Urgent Care is open from 6:00am-8:00pm EST. Shifts begin at 6:00am, 7:00am, and 7:45am.
• Must be able to work 12-hour shifts in consecutive and or non-consecutive days.
• Flexibility to work nights, weekends, holidays. 

Who You Are 

• Education: High School Diploma required. 
• Proactive and confident communicator (written and verbal). Foreshadows and elevates concerns as they arise, unafraid of professional directness both with colleagues and patients.
• Detail-oriented with excellent organizational skills. Ability to juggle and prioritize multiple high-priority tasks and handle a fast-paced work environment.
• Compassionate, authentic, and patient focused. Supports patients through kindness; demonstrating understanding for others and contributing to the creating a community of belonging.
• Technically savvy: Proficient with Microsoft Office Suite or related software as well as Zoom, which is used for virtual visits.
• Effective communicator and cross collaborator: Ability to establish and maintain positive relationships with patients, team members, and stakeholders across the organization.
• Excellent team player: You enjoy collaborating with others and being a part of a strong team dynamic.
• Driven and self-motivated: Capable of working independently, possess a level of initiative and enthusiasm to help drive results. Actively identifying better ways of working. Uses resourceful to achieve the best outcomes for patients, the team, and the organization.
• Strong analytical and problem-solving skills: Able to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Trustworthy: Ability to maintain confidentiality and handle all patient information in accordance with HIPAA regulations. 

Bonus Qualifications 

• Medical Receptionist certification
• Previous experience in a medical receptionist role or similar customer service position
• Familiarity with medical terminology and basic knowledge of insurance processes
• Experience using electronic records data management software and other related programs used for medical registration and collection of HIPAA documentation
• Experience working with insurance billing and coding information

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