Clin Svc Representative I- College of Nursing Archer Family Health Care

The CSR I is responsible for a variety of front-office functions that support patient access and clinic operations, including answering and routing telephone calls, scheduling and confirming appointments, welcoming and checking in patients, and maintaining accurate patient demographic, insurance, and registration information. The position ensures registration and intake processes are completed accurately and in compliance with organizational policies, payer requirements, and applicable regulations.

Working closely with providers, clinical staff, and billing personnel, the CSR I supports efficient patient flow and continuity of care by verifying insurance eligibility and benefits, obtaining required authorizations and documentation, collecting co-payments and other patient balances, and assisting patients with questions related to appointments, registration, and billing. The incumbent also supports medical record management, maintains the confidentiality and security of patient information, and performs a variety of administrative and clerical duties essential to daily clinic operations.

The successful candidate will demonstrate outstanding customer service, strong communication and interpersonal skills, attention to detail, and the ability to effectively manage multiple priorities in a fast-paced healthcare environment. This position plays a vital role in supporting the College of Nursing's mission to provide high-quality, accessible healthcare services and improve health outcomes for rural and underserved communities.

Patient Access, Registration, Scheduling, and Customer Service
Serve as the primary point of contact for patients, families, and visitors, ensuring a professional, welcoming, and patient-centered experience. Perform patient check-in and check-out functions, including verifying demographic information, insurance coverage, and patient eligibility. Obtain, review, copy, and maintain required registration documents such as identification, insurance cards, proof of income, and other applicable forms. Update patient records and maintain accurate information within the electronic health record (EHR).
Answer and manage a multiline telephone system, respond to patient inquiries, route calls appropriately, take accurate messages, and facilitate communication between patients and clinical staff. Schedule, reschedule, and confirm patient appointments while ensuring efficient provider scheduling and clinic workflow. Collect, post, and reconcile patient co-payments, self-pay fees, and outstanding balances in accordance with clinic policies. Verify insurance eligibility and benefits, obtain prior authorizations and referral approvals, and communicate authorization requirements to patients and providers. Utilize EHR, scheduling, billing, email, and other software systems to support patient access and clinic operations. Establish and maintain effective working relationships with patients, providers, staff, community partners, and the public while maintaining patient confidentiality and compliance with applicable privacy regulations.

Health Record Management and Administrative Support
Manage incoming and outgoing correspondence, including faxes, electronic communications, and patient documentation. Scan, index, and upload patient records, insurance documents, referrals, and other clinical information into the EHR to ensure accurate and timely record maintenance. Operate and maintain standard office equipment, including copiers, scanners, multiline telephone systems, voicemail systems, printers, and credit card processing equipment. Assist clinical and administrative staff with document retrieval, record requests, and administrative support functions that promote efficient clinic operations.

Registration Documentation, Financial Transactions, and Records Maintenance
Prepare, maintain, and distribute patient registration packets, consent forms, authorization documents, financial assistance forms, and other materials related to patient care and clinic operations. Ensure all required paperwork is completed accurately and filed appropriately. Process patient payments and maintain accurate financial records. Balance and reconcile the daily cash drawer and payment transactions in accordance with established financial procedures and internal controls. Assist with billing-related activities and work collaboratively with the billing department to ensure accurate patient account management.

Office Operations and Patient Experience Support
Collect, distribute, and organize incoming and outgoing mail and deliveries. Assist with medical records management activities, including retention, purging, archiving, and preparation of records for secure destruction in accordance with regulatory and organizational requirements. Maintain a clean, organized, and welcoming reception and waiting area by arranging seating, educational materials, children's activity areas, bulletin boards, and informational displays. Ensure patient education materials and clinic literature remain current, stocked, and readily available. Respond to patient portal (MyChart) messages related to appointment requests and other non-clinical inquiries in a timely and professional manner.

Team Collaboration and Other Duties as Assigned
Participate in staff meetings, training programs, workflow improvement initiatives, and other clinic activities designed to enhance patient service and operational efficiency. Support quality improvement efforts and maintain knowledge of clinic policies, procedures, and regulatory requirements. Perform additional administrative and operational duties as assigned to support the mission of Archer Family Health Care and the College of Nursing.

The clinic is open Monday through Friday from 8:00 a.m. to 8:30 p.m., Saturday from 9:00 a.m. to 5:00 p.m., and Sunday from 1:00 p.m. to 5:00 p.m. This position requires flexibility to work assigned shifts during the clinic's operating hours, including days, evenings, and weekends.

Employees are expected to work 40 hours per week. Work schedules may vary and are subject to adjustment based on patient care needs, clinic operations, staffing requirements, and coverage needs. Candidates must be willing to participate in schedule changes, shift exchanges, and other staffing arrangements necessary to support continuous, high-quality patient care and efficient clinic operations.