PATIENT SERVICE REPRESENTATIVE
Job Description
About Christ Community Health Services
Since 1995, Christ Community Health Services (CCHS) has provided high-quality healthcare to the underserved in the context of distinctively Christian service. As a faith based Federally Qualified Health Center (FQHC), we serve approximately 60,000 patients each year across our Memphis health centers, offering primary care, dental, behavioral health, pharmacy, and specialty services to the communities that need them most.
About the Role
The Patient Service Representative (PSR) is the first point of contact for patients, providers, and community partners, delivering high-quality customer service in a fast-paced clinical environment. This role manages inbound and outbound calls, schedules appointments, verifies insurance information, and addresses patient inquiries related to services, medical records, and care coordination. The PSR ensures compliance with HIPAA and organizational policies while maintaining strict confidentiality of patient information, relying on strong communication skills, attention to detail, and electronic health record (EHR) systems to support efficient, patient-centered care.
Our Core Values — and What They Look Like in This Role
As a faith based Federally Qualified Health Center, CCHS expects every team member to embody our core values in daily practice. These values are explicit, measurable performance expectations — how the work is done matters as much as what is done. Here is what they mean for a Patient Service Representative:
- Intentional Love — Extending compassion, whole-person care to every patient, family member, and colleague. In this role it means greeting every caller with warmth and patience, even when the line is busy or a patient is frustrated.
- Devoted Service — Approaching every responsibility with humility, reliability, and a servant's heart. In this role it means following through on every scheduling request and inquiry and never letting a patient's need go unanswered because it wasn't “your job.”
- Humble Excellence — Pursuing the highest standard of clinical and professional quality while remaining teachable and Christ-centered. In this role it means accurate documentation and scheduling on every call, and a steady pursuit of excellence — while welcoming feedback and asking for help before something breaks.
Employees in this role are expected to model these values in patient interactions, team collaboration, and community engagement, in support of CCHS's healing ministry.
What You'll Do
- Serve as the primary point of contact for patients, providers, and community partners via inbound and outbound telephone communications.
- Schedule, reschedule, and cancel appointments for medical, dental, and behavioral health services in accordance with clinic protocols and provider availability.
- Verify patient demographics, insurance coverage, and sliding fee scale eligibility, and update information accurately in the EHR.
- Provide clear, accurate information about services, clinic locations, hours of operation, and eligibility requirements.
- Triage patient needs appropriately, routing urgent or clinical calls to nursing staff or providers following established protocols.
- Maintain strict compliance with HIPAA and organizational policies to protect the confidentiality and security of patient information.
- Use EHR and call management systems to document all interactions thoroughly and in a timely manner.
- Assist patients experiencing access barriers with cultural sensitivity, empathy, and professionalism, using interpreter services when needed.
- Meet established performance metrics, including call quality, average handle time, scheduling accuracy, patient satisfaction, and call volume expectations.
- Help reduce no-show rates by confirming appointments, providing reminders, and educating patients on appointment policies.
- Identify and escalate patient concerns, service issues, or trends to supervisors for resolution and quality improvement.
- Participate in training initiatives and continuous improvement efforts to enhance patient access and experience.
What You'll Bring
- High school diploma or equivalent required.
- Six to 12 months of customer service experience, with working knowledge of computer systems and telephone etiquette; experience in healthcare operations, insurance, or scheduling preferred.
- Bilingual or multilingual abilities to support patients with limited English proficiency preferred.
- Strong verbal and listening skills, with the ability to convey information clearly, professionally, and with empathy.
- Cultural competency and a commitment to health equity when working with diverse patient populations.
- Working knowledge of medical, dental, and behavioral health scheduling workflows, terminology, and care coordination processes.
- Proficiency with EHR, practice management systems, and call center platforms, with accurate data entry skills.
- Strong attention to detail and a solid understanding of HIPAA, patient privacy, and regulatory compliance requirements.
- Basic knowledge of Medicaid, Medicare, commercial insurance, and sliding fee discount programs.
- Ability to assess patient needs, triage appropriately, and resolve issues efficiently within established protocols.
- Skill in managing difficult conversations and de-escalating urgent situations with professionalism and composure.
- Strong ability to collaborate with clinical teams, front desk staff, care coordinators, and leadership.
- No licenses or certifications required.
What We Offer
- Competitive salary and comprehensive benefits, including medical, dental, and vision coverage.
- Generous Paid Time Off (120 hours in your first year) plus paid holidays.
- 401(k) retirement plan.
- Annual paid Restorative Day supporting wellness and work-life balance.
- Mission-driven culture, employee recognition programs, and the opportunity to do work that directly expands healthcare access in Memphis.
