Opportunity Overview

North Shore Community Health (NSCH) is an industry leader in exceptional delivery of community healthcare. We have a full-time opening for a Central Patient Service Representatives who is bilingual (English and Portuguese or Spanish). The Central PSR works as a member of the Operations Team and supports the Practice Managers and Director of Patient Access in managing all aspects of the pre and post stages of the patient visit. The Central PSR prepares the patient for the visit by verifying insurance, scrubbing charts and clinical schedules to make sure patients have the best experience when accessing services at North Shore Community Health. Additionally, they support the patient in any and all follow-up required from their visit to make sure they are connected with the highest level of care. The Central PSR reports to the Director of Patient Access and is assigned providers from all North Shore sites and Telehealth program. In addition to pre-visit work and post-visit follow-up, they are involved in patient engagement activities such as robust appointment confirmation, managing re-call and waiting lists, updating primary care provider of record and other duties as assigned with the purpose of ensuring readily access to care and outstanding patient experience.

The Organization

North Shore Community Health is a high performing community health organization that prides itself on being a compassionate and high performing community health center, serving its surrounding communities with comprehensive and culturally competent care.

NSCH offers comprehensive primary care, dental services, behavioral health care, care management, pharmacy, substance abuse disorder treatment, nurse care management, and insurance enrollment assistance services. NSCH has ten services sites: Gloucester, Peabody and Salem Family Health Centers; the school-based health centers at Salem High School and Peabody Veterans Memorial High School; and behavioral health only services at the Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy. NSCH offers competitive benefit plans and as a community-based safety net healthcare provider, NSCH welcomes staff who mirror the diversity of our communities and continues on its path to furthering its commitment to being an anti-racist organization.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

https://www.nschi.org/wp-content/uploads/2022/03/nsch_eeo-policy-statement-dec-2021.pdf

Responsibilities

• Provides outstanding customer service, both to internal and external customers with a focus on healthcare access and patient experience.
• Works with assigned providers to manage all aspects of the pre and post medical visit including insurance verification, scrubbing and patient engagement initiatives.
• Scrubs schedules to ensure patients are scheduled in the right appointment types and leads patient engagement efforts for appointment confirmation and further care coordination.
• Manages re-call, waiting lists and actively participates in continuity of care initiatives to ensure patients have readily and continuous access to care.
• Registers patients in the portal and encourages the use of the portal for patient self-management and communication with the care team.
• Informs the Care Team and the Director of Patient Access on trends with patient access and unmet access needs for the Health Centers and Telehealth.
• Liaises with patients on behalf of the Operations Team to obtain information needed for care and billing purposes.
• Supports the Practice Managers and Director of Patient Access on operational and performance improvement efforts.

• High school diploma or equivalent
• A minimum of two (2) years of customer service experience, preferably in a medical setting.
• Bilingual English and Portuguese or Spanish required
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook, etc.) required. Experience with electronic medical records systems, preferred.
• Excellent verbal and written communication skills, attention to detail and overall organizational skills.
• Proven ability to prioritize and execute tasks in a fast-paced environment, while working collaboratively with medical staff and other clinical operations partners.
• Demonstrated effective analytical and creative problem solver.
• Demonstrated ability to build relationships and lead in a matrixed organization.
• Need to be available 8:00 AM to 6:00 PM Eastern standard time.
• Must work in a private space. Will be working with high level of confidential medical information.

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings each year. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID19, including providing proof of having received the COVID19 vaccine, unless a religious or medical exception is granted. All prospective employees are required to be vaccinated before their first day of employment, and proof of vaccination record must be provided with prehire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please contact the Human Resources Department at hr@nschi.org.

At North Shore Community Health, we are dedicated to building a diverse workforce. Are you excited about this role but feel that your past experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm, while being just thirty minutes outside of Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact:

Ella Mae Kaba

Talent Acquisition Program Manager

North Shore Community Health

(857) 320-6761

ella.kaba@nschi.org