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Patient Service Representative

$15.00 - $18.00 an hour


Health insurance
Dental insurance
Vision insurance
Paid time off
401(k) matching
Life insurance
Disability insurance
Mileage reimbursement
Free parking

About Us

Kumukahi Health + Wellness (KHW) is a company on the rise. Every day we combine our passion to serve with our exceptional skillset to reach Hawai'i’s most vulnerable populations. In this difficult work, we inspire one another to be the best possible agents of change for our community. Here, innovation is not about the latest app, but about transforming the ways in which people reach better health outcomes and overall wellness. Join our ‘ohana and embark on an exciting career in a field very few ever get to experience.

Job Description

Kumukahi Health + Wellness seeking to hire a full-time Patient Service Representative (PSR) to join our dynamic team of health advocates. The PSR is part of the administrative call center team and answers all in-coming agency phone calls from patients, insurance providers, referral agencies and any other calls directed to the agency. The PSR reports to the Clinic Manager and is responsible for providing excellent and accurate customer service in a friendly manner. The PSR helps to maintain efficient workflow in administering day to day patient scheduling, appointment reminder confirmations, plus other duties as assigned by the Clinic Manager including checking voicemail messages, returning customer calls, verifying patient insurance and home address, and confirming PCP designation.

Duties and Responsibilities

  1. Provides superior customer service to patients and associates in person and on the telephone.

  2. Operates at assigned function(s) in accordance with prescribed procedures.

    • Assist patients with our new patient portal system

    • Maintains and always upholds patient confidentiality.

    • Provide customer service of high-standard professional level to patients and associates in person or on the telephone.

  3. Uses the agency ATHENA System and Electronic Medical Records system to do the following:

    • Schedule appointments.

    • Offer patient portal

    • Confirm Provider Appointments

    • Complete No show’s

    • Create patient case as needed to providers

    • Work on appointment Ticklers

    • Work on PSR buckets

    • Confirm Patient Insurance

    • Reschedule missed appointment via phone or mail.

    • Documents all conversations and communications with patients and other medical offices in the Health Centers ATHENA system.

    • Submit accurate patient cases and prescription requests, etc.

    • Answer all incoming calls

    • Return phone messages by the following workday.

    • Forward all appropriate patient cases to the appropriate provider[s]

    • Forward appropriate phone calls to correct department and or staff

  4. Verify patient’s demographic information including:

    • Address

    • Telephone Number

    • Date of Birth

    • Insurance

    • Patient Occupation

    • Patient Portal

    • Patient e-mail

    • Any other info needed to update patients’ chart:

    • Service Eligibility

    • Update Primary Care Provider

    • Update location of care

  5. Maintains high quality of service even during peak calling times.

  6. Assist with productivity and working with the clinical staff and medical providers.

  7. Continually work with the clinical team to identify ways to provide efficient and effective care.

  8. Maintain an effective and efficient work environment to include:

    1. Report any unusual or inappropriate interactions between patients and personnel.

    2. Maintain professional competence.

  9. Maintains clean, presentable, and safe/clutter-free working area, including patient areas (reception area, waiting room, walk areas).

  10. Other duties as assigned.


  • High School graduate or equivalent.

  • Some post-secondary education is preferred.

  • One year working in a medical office with knowledge of medical terminology and basic knowledge of common medications and billing procedures preferred.

  • Strong ability to work with clients from diverse ethnic backgrounds

  • Ability to communicate both verbally and in writing being culturally competent

  • Knowledge of HIV/AIDS, STI’s, and healthy sexual behaviors to effectively and comfortably discuss those topics with individuals

  • Strong attention to detail involving forms & paperwork

  • Ability to set and maintain appropriate boundaries

  • Ability to follow up on multi-level assignments with accuracy and efficiency

  • Valid Hawai`i Driver’s License and reliable transportation required

  • Proficient computer skills.

Knowledge and Skills

Demonstrated ability to organize and coordinate work within schedule constraints and handle emergent requirements.
Demonstrated ability to monitor important and complex projects concurrently, staying calm and professional at all times.
Knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
Employee must be very well organized, able to work independently, and sometimes under pressure from incoming calls.
Effective oral and written skills are required, plus the ability to talk in low tones to customers on the phone.
Ability to respond to common inquiries or complaints from consumers, regulatory agencies, or members of the HIV, mental health, substance abuse, and social service communities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit at desk or chair; use hands to handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch or climb stairs. The employee must occasionally lift and/or move up to 10 pounds.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Working Conditions/Environment

  • Equipment Use: Frequent use of telephone system and office equipment including but not limited to computer, printer, facsimile machine, copier and general office supplies. Good computer and communication skills are required.

  • Work Hours: Days and hours worked are generally 35 hours per week, Monday through Friday, between the hours of 8:30 AM and 4:30 PM with a 1 hour of unpaid lunch. Overtime may be required, but is normally not needed to complete a 35/hour per week schedule.

  • Mental Demands: Duties require attention to detail, alertness, problem solving, tolerance to stress and exercising sound judgment. Sound stress reduction skills are essential.

  • Communication Demands: Talking on telephone (in low tones), giving instructions, receiving instructions and composing written language patient cases and/or text/email messaging (English).

Kumukahi Health + Wellness Expectation of the Employee

  • Adheres to KHW Policy and Procedures

  • Acts as a role model within and outside KHW

  • Performs duties as workload necessitates

  • Maintains a positive and respectful attitude

  • Communicates regularly with direct supervisor about department issues

  • Demonstrates flexible and efficient time management and ability to prioritize workload

  • Consistently reports to work on time, dressed professionally and prepared to perform duties of position with a positive attitude

  • Meets department productivity standards

Confidential and Sensitive Information

Because the employee has access to personal and professional data regarding individual employees and their families, personal data regarding individual patients and their families, and/or sensitive company financial data, an essential job result is the maintenance of a high level of confidentiality of the information processed by the employee. Violation of this confidence may result in disciplinary action, up to and including termination of employment.

This position description is not all-inclusive of the duties that may be assigned to the employee. To ensure maximum flexibility and efficiency and to encourage cross-training, employees will be assigned additional duties as deemed necessary or desirable by KHW

Application Process

Submit resume and cover letter via email or USPS to:

Cindy Medeiros

Director of Operations

101 Aupuni Street, PH 1014C

Hilo, HI 96720

DEADLINE: August 11, 2023

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