CCS Medical

New Patient Services Representative

Position Status
Regular Full-Time
Position Schedule
9 am - 6 pm


Position Summary: Handles inbound and outbound patient calls to explain benefits, troubleshoot, add services and ensure patient satisfaction and retention. Qualifies potential patients’ insurance coverage in order to determine its compatibility with the CCS Medical program and establish the best benefit for the patient.


Essential Duties:

  • Handles inbound and outbound calls from patients, physicians and referral sources to ensure patient satisfaction, troubleshoot new and existing patient concerns, add services, verify and explain insurance coverage to patients, ecucate patient on use of supplies, and obtain verbal authorization on reorder cards
  • Achieves stated revenue goals, production, and performance objectives
  • Initial intake and accurate processing and entry of new patient records to begin the workflow
  • Ensures all medical documents, patient accounts and files are updated, consistent and complete
  • Verifies, reviews, documents and ensures for complete and accurate insurance verifications
  • Assesses patients’ needs and coordinates with physicians’ orders and insurance plans
  • Escalates recurring problem accounts or physician groups or other trends to the management appropriately and in a timely manner to reduce reimbursement issues
  • Maintains a high degree of confidentiality at all times due to access to sensitive information
  • Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
  • Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
  • Abides by all regulations, policies, procedures and standards

Performance Responsibilities:

  • Exercises appropriate cost control measures
  • Maintains positive internal and external customer service relationships
  • Maintains open lines of communication
  • Plans and organizes work effectively and ensures its completion
  • Meets all productivity requirements
  • Demonstrates team behavior and promotes a team-oriented environment
  • Actively participates in Continuous Quality Improvement
  • Represents the organization professionally at all times



Position Requirements & Competencies:

  • High School diploma
  • One year of customer service experience preferably in a call center environment
  • Bachelor’s degree preferred
  • Proficient in Microsoft Outlook, Word, Excel, PowerPoint and computer literacy
  • Ability to understand Medical Records documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Position may require evening and weekend availability
  • Multi-tasking, communication, and organizational skills are essential
  • Demonstrated ability to accurately perform data entry and pay close attention to detail

                                                                                            Equal Opportunity Employer/Veterans/Disabled



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