Customer Relations Representative

EHS Overview:

Episcopal Health Services Inc. (EHS) is a health system located on the Rockaway Peninsula in Queens, New York. EHS provides inpatient, outpatient, and emergency care to the diverse populations of the Rockaways, Five Towns, South Nassau, and beyond. The system offers comprehensive preventive, diagnostic, and rehabilitative services to people of all faiths.

St. John’s Episcopal Hospital is accredited by The Joint Commission’s Health Facilities Accreditation Program and is approved by the New York State Department of Health. The hospital is a recipient of the Gold-Plus Get with the Guidelines®-Stroke Quality Achievement Award and the Gold-Plus Get with the Guidelines®-Heart Failure Quality Achievement Award from the American Heart Association. Additionally, St. John's is proud to be redesignated as a Baby-Friendly® Hospital by Baby-Friendly USA – the accrediting body and national authority for the Baby-Friendly Hospital Initiative (BFHI) in the United States.

Come Grow With Us!

Type: Full-Time 75 Hours Bi-Weekly

Shift: Days

Hours: Varies

Pay: $29.56 - $31.03

Job Description:

The Customer Relations representative (CRR) is responsible for delivering exceptional service to patients, ensuring smooth operational processes, and contributing to a positive patient experience. This role performs administrative and clerical duties that support clinical operations, including appointment scheduling, insurance verification, registration, and patient communication. The CRR completes assigned work in a timely and professional manner with attention to detail, patient satisfaction, and operational efficiency.

Core/Operational Responsibilities:

• Coordinates patient appointments and provider schedules.
• schedules, reschedules, and cancels patient appointments based on provider schedules and documents appointment activity in Athena and Meditech.
• Reviews provider schedules in advance to optimize appointment flow, identify conflicts, and reduce scheduling inefficiencies.
• monitors appointment ticklers, workflow dashboards, and scheduling queues in Athena and completes required follow-up.
• Completes patient registration, pre-registration, eligibility, and authorization workflows.
• Collects and updates demographic and insurance information and verifies referral authorizations.
• Verifies patient insurance eligibility and updates insurance information to support accurate billing and timely reimbursement.
• Manages telephone, voicemail, paging, and call-routing responsibilities.
• Answers incoming calls, retrieves voicemail messages, determines the nature of each call, and routes callers to the appropriate individual or department.
• Operates paging and telephone systems as required.
• Performs appointment-reminder and no-show follow up
• Places appointments-reminder calls in accordance with established protocols.
• Contacts patients after missed appointments and issues no-show letters to prevent loss to follow-up.
• Supports patient arrival, check-in, check-out, and waiting-room service.
• Greets patients, visitors, and guests courteously, professionally, and respectfully and directs them to the appropriate office or examination room.
• Manages waiting areas by providing prompt updates about wait times or delays and addressing concerns.
• Completes patient check-in and check-out, verifies and updates demographic and insurance information at each visit, and refers patients to nursing or clinical staff for education and required screening questionnaires as appropriate.
• Promotes patient-portal enrollment and accurate electronic documentation.
• Proactively enrolls patients in the patient portal.
• Documents patient declinations in the electronic medical record as required.
• Collects and reconciles patient payments.
• Collects co-payments and other patient payments, explains service charges, and performs cashiering duties.
• Balances daily transactions and forwards daily cash collections to the hospital's main cashier office.
• Prepares medical records and the practice for upcoming patient visits.
• Reviews schedules in advance and ensures required documentation is available in Athena, Meditech, and related systems.
• Prepares the practice for the next workday through management of the workflow dashboard.
• Creates and follows patient case forms and transportation requests.
• Creates, manages, and follows up on patient cases; documents actions; tracks outstanding items; and coordinates next steps to support continuity of care.
• Processes request forms, including work and school forms, and coordinates patient transportation needs with timely follow-up.
• Maintains receipts, eligibility verification, and payment-justification documentation for the Medicaid and Medicare transportation reimbursement program.
• Performs document, mail, fax, filing, and supply-support functions.
• Prints, scans, faxes, files, and distributes documents and receives, sorts, and distributes mail and faxes.
• Monitors office supply inventory and requests replenishment in accordance with established procedures.
• Prioritizes patient experience, privacy, confidentiality, and continuity of care.
• Addresses patient inquiries and concerns and takes ownership of patient interactions through appropriate follow-up.
• Supports continuity of care while maintaining patient privacy and confidentiality at all times.
• Performs related and other assigned duties and follows downtime procedures.
• Performs all related duties and other duties requested.
• Follows downtime procedures during emergencies and other demanding situations.

Requirements:

• High School diploma or GED required, Associate's degree preferred
• 1-3 years of experience in customer service or administrative roles, preferably in a healthcare setting.
• Familiarity with patient scheduling, insurance verification, and registration processes
• Basic proficiency in Google Suite.
• Strong customer service and communication skills with patients, families, and staff.
• Excellent organization skills, multitasking, and attention to detail.
• Ability to manage high volume of calls and tasks efficiently while maintaining professionalism