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Southwest Montana Community Health Center Patient Services Representative in Butte, Montana

Patient Services Representative

Full-time, benefits eligible

FLSA Non-exempt

Wage DOE $12.34-$13.31 entry (up to $3/hr differential paid for weekend

Position open through 4/16/2021

Southwest Montana Community Health Center Core Competencies, Mission,
and Vision

Integrity and Trust

Is widely trusted; is seen as a direct and truthful individual; can
present the unvarnished truth in an appropriate and helpful manner;
keeps confidences; admits mistakes; doesn’t misrepresent themselves for
personal gain.


Maintains confidentiality of others’ personal information; can be
trusted to represent the SWMTCHC outside the organization; meets and
complies with all medical, regulatory, and licensing standards; takes
ownership of their own actions and is accountable for their own
mistakes; follows through on what they say they will do.

Mission and Vision Integration

Adheres to the Mission and Vision of the SWMTCHC during both good and
bad times; is dedicated to meeting the expectations and requirements of
the SWMTCHC mission and vision; acts in line with the values of the


To inspire hope and empower wellness by providing access to
comprehensive healthcare


A stronger Montana through community and wellness


Articulates and sincerely demonstrates the mission consistently through
examples such as: treats all people (patients/staff/other agencies,
etc.) equally; exercises non-judgmental behavior; listens to others
without making assumptions, uses eye contact and acknowledges others;
makes decisions that are focused on the patient/staff. Demonstrates
strong emotional intelligence attributes.

Team Relations

Understands and supports the team approach; is seen as team player and
is cooperative; easily gains the trust and support of peers; encourages
collaboration; can be candid with peers; fosters open dialogue; creates
a feeling of belonging to the team.


Effectively able to communicate (can give and receive both positive and
constructive feedback) with peer group and other staff to get the
message across; knows appropriate team members to consult relative to
the issue or situation; willingly shares knowledge and information with
appropriate team members; actively seeks opportunities to help the team.

Position Summary

Under the general direction of the Patient Representative Supervisor,
the Patient Services Representative performs non-clinical duties in our
phone center and at our front desk as part of the clinic team. Patient
Services Representative performs clerical duties necessary to prepare
patients for a visit, to arrange for payment, and to make appointments
and reappointments when necessary. Patient Services Representative
greets patients, pulls medical charts, gathers third-party payment
information, and collects and records payments at the time of service.

Patient Services Representative answers and triages incoming phone
calls, as well as delivers messages to departments, clinicians, and
providers. The Patient Services Representative is also responsible to
verify insurance coverage, sliding-fee eligibility, and assist with
system used for providing reminders to patients.

Position Requirements


High School diploma or equivalent required; some higher education
preferred Experience:

Two years prior experience in an office or high-volume customer service
setting required One-year prior health care office experience strongly
preferred Prior experience with Epic preferred

Essential Functions, Roles, and Responsibilities

Responsible for patient registration using the Electronic Health Record
(EHR) system, including verifying demographic, insurance, and financial
information, and organizing encounter and patient face sheet information
for provider Collects and maintains patient registration and utilization
data for the UDS report Schedules appointments and interacts directly
with patients or automatic callback systems Using the EPIC system,
collects upfront payment for SWMTCHC, including insurance co-pay and
time of service payments, and balances receipts daily Communicates
effectively and professionally to the public, patients, peers, other
departments, and providers Requests verification and records patient
demographic change information using the electronic computer system
Scans information into the Electronic Medical Record Participates in
Performance Improvement (PI) and continuous Quality Improvement (QI)
activities Attends regular staff meetings and in-services as directed
Performs work in multiple areas throughout the facility Greets and
interacts with patients in courteous and professional manner Ensures
strict patient confidentiality and provides patients with needed
information. Observes patients in waiting room and reports any apparent
illness or distress to clinical staff Prepares medical charts and
maintains smooth patient flow throughout clinic Gathers third party
payment information for charges for patient billing Establishes that
each patient is advised of the Sliding Fee Scale and makes appropriate
adjustments to patient record Files records accurately and appropriately
Monitors incoming faxes and correspondence when necessary Some members
of this class may respond to records requests related to patient care,
quality review, and audits in a timely manner Maintains strict
confidentiality of all patient related information according to HIPAA
and SWMTCHC policy Maintains a good working relationship within the
department and with other departments Follows established SWMTCHC policy
and procedure Other duties as assigned

Knowledge, Skills and Abilities

Competent in dealing with diverse populations Ability to operate
personal computer and software including internal EHR, Microsoft Office
Suite, etc. Ability to operate a variety of office machines such as
multi-line telephones, printers, copiers, scanners Knowledge of health
information management services Strong organizational and interpersonal
skills Ability to exercise good judgment and solve problems in complex
situations Ability to work independently and as part of a team Very
strong attention to detail and accuracy Ability to maintain a positive
attitude under pressure Ability to manage multiple and simultaneous
responsibilities and to prioritize scheduling of work Working knowledge
of clinical operations and HIPAA Ability to maintain confidentiality of
all medical, financial, and legal information Ability to complete work
assignments accurately and in a timely manner Ability to communicate
effectively, both orally and in writing Ability to handle difficult
situations involving patients, providers, or others in a professional
manner Ability to show consistent attendance, and flexibility to work
varying days and hours according to clinic needs

Supervision: This position has no supervisory responsibilities

Immediate Supervisor: Patient Services Supervisor; in their absence, COO

Physical Demands/Working Conditions:

General office/clinic conditions are pleasant; good, clean working
conditions where accident and hazards are negligible. Clear diction and
acute hearing are necessary for effective communication with the staff
and public. Work is scheduled and performed during clinic hours of M-F
8am-7pm and Sat-Sun 8-5. Schedules require rotating occasional weekends
according to the needs of the clinic. Differential is paid for hours
worked on weekends. Work in varying degrees of temperature (heated or
air conditioned). Work under extreme pressures. With or without
accommodation, position generally requires sitting for approximately 4-6
hours per day and walking for 2 hours per day, light to moderate work
with 20 pounds maximum weight to lift and carry, reaching, bending,
stooping, and handling objects with hands and/or fingers, talking and/or
hearing, and seeing.

This job description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required of
the employee. Duties, responsibilities, and activities may change, or
new ones may be assigned at any time with or without notice.

Benefits: Southwest Montana Community Health Center is a dynamic,
multi-site organization that is a leader in providing integrated
healthcare to supportive, dedicated communities. We offer a robust
selection of services including primary medical, dental, behavioral
health, pharmacy, and care management in a 4-county area. We are a
community-minded, mission-driven organization delivering quality care
using a true team-based, collaborative model. Eligible employees are
offered a competitive wage; full benefits package including health,
dental, vision, voluntary life/ADD benefits; company paid life/ADD
benefit; retirement plan with company match after one year; paid
vacation, sick, and holidays; great work/life balance; employee
discounts on services; and more, in a pleasant and professional