Finger Lakes Community Health

Patient Service Representative

• Provide quality customer service and serve as a resource and guide for Finger Lakes Community Health patients.
• Complete and document patient scheduling, check-in, check-out, and payment collection duties.
• Greet patients, verify personal and insurance information, update records, collect payments, provide receipts, schedule follow-up appointments, and assist with forms and office policies.
• Schedule, reschedule, and confirm appointments by phone, online systems, or in person.
• Coordinate provider availability and optimize scheduling to minimize wait times.
• Document no-shows, cancellations, rescheduled appointments, telephone encounters, and actions in the electronic health record system.
• Attend morning huddles with the patient care team to address scheduling concerns.
• Identify additional Finger Lakes Community Health services that may benefit patients.
• Verify insurance eligibility and benefits, explain billing statements and payment assistance options, and resolve insurance discrepancies and patient inquiries with billing staff.
• Reconcile daily payments and cashbox.
• Open and/or close the building, clean the waiting room, and provide prompt and courteous service.
• Handle patient complaints professionally and escalate issues as needed.
• Perform other related duties assigned by the supervisor.

Virtual Patient Service Representative

Call Center Representative

• Greet callers with the appropriate call center contact script
• Verify patient account information
• Answer questions and provide general information about Finger Lakes Community Health services
• Route calls to the appropriate department
• Handle requests including appointment scheduling, prescription refills, acute symptoms, new-patient registration, and outside provider, hospital, or pharmacy calls
• Prioritize patient needs with provider availability when scheduling according to guidelines
• Escalate calls to ensure emergency and acute requests are handled promptly
• Contact patients to schedule appointments and provide information as directed
• Perform tasks efficiently to achieve call center metrics
• Review call center metrics to identify concerns or improvement areas
• Assist with call center coverage at various Finger Lakes Community Health sites as needed
• Maintain comprehensive records of caller interactions in the electronic health record system
• Address telephone encounters and actions in the electronic health record system according to policies and procedures
• Perform other duties as assigned

Health Coordinator

• Oversee HHUNY and Geriatric Care Manager staff
• Manage daily operations, staff scheduling, workflow efficiency, and quality of patient support services
• Ensure delivery of Health Home core services, including comprehensive care management, care coordination and health promotion, transitional care, individual and family support, community referrals, and use of Health Information Technology
• Provide accurate information, patient education, and assistance accessing programs and services
• Address complex or escalated patient concerns and coordinate solutions with clinical or operational teams
• Oversee appointment coordination, referrals, follow-up workflows, and patient transportation services
• Maintain Care Management workflows, patient education processes, documentation standards, and accurate EHR documentation
• Monitor departmental performance metrics and support quality improvement initiatives
• Identify workflow gaps and help develop and implement improved processes
• Ensure staff adherence to organizational policies, procedures, and service standards
• Partner with clinical teams, call center staff, outreach programs, and external vendors to improve patient access
• Participate in care coordination and operational improvement meetings
• Serve as a resource to staff regarding patient access barriers and navigation best practices
• Supervise HHUNY and Geriatric Care Manager staff, including evaluations, documentation and data-entry audits, counseling, training, and disciplinary actions
• Coordinate schedules to ensure coverage and efficient patient flow
• Provide HHUNY Care Management services to up to 20 patients following billing standards
• Perform other related duties as assigned

Virtual Patient Service Representative

Call Center Representative

Health Homes Coordinator