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Merakey · 18 hours ago

Patient Experience & Billing Representative II

Philadelphia, PA

Full-time

Onsite

Mid Level

$24/hr - $28/hr

Merakey Total Health is a non-profit community health center focused on providing whole person care. The Patient Experience Representative II plays a key role in delivering a seamless, patient-centered front office experience, serving as a liaison with the organization’s external billing partner to resolve front desk-related billing issues.

EducationHealth CareNon Profit

Responsibilities

Welcome and check in all patients, maintaining a courteous and professional environment

Guide patients through kiosk check-in and navigation of the EMR patient portal (e.g., Healow)

Verify demographics and insurance; collect co-pays and outstanding balances

Schedule and manage appointments in alignment with clinic flow and provider preferences

Provide accurate information regarding clinic services, billing policies, and sliding fee programs

Manage incoming calls, messages, and paperwork with a focus on timely resolution

Assist with insurance verification and prior authorizations as needed

Maintain compliance with HIPAA and all privacy/confidentiality protocols

Participate in outreach events or site-based initiatives to support patient access

Monitor scheduling of appointments for special Merakey initiatives and community organization programs, ensuring coordination, tracking, and communication across departments

Train front office staff on Electronic Health Record (EHR) systems

Generate daily and weekly performance reports

Schedule pharmaceutical meetings

Coordinate special appointment scheduling with internal and external program partners

Partner with billing company to resolve front desk errors (e.g., authorizations, insurance, demographics)

Track recurring issues and escalate systemic problems

Review claim edits and rejections tied to front desk data

Share updates with staff to improve processes

Ensure documentation accuracy for audit readiness

Train new front desk staff on EHR workflows and billing protocols

Conduct refresher sessions to maintain compliance

Act as point person for minor EHR troubleshooting and escalate complex issues

Generate and distribute daily check-in, copay, and no-show reports

Support weekly reporting for front office metrics and patient access KPIs

Maintain outreach and appointment tracking lists for quality initiatives

Schedule and confirm pharmaceutical representative visits per policy

Maintain vendor meeting calendar and ensure compliance with protocols

Communicate meeting details to providers and coordinate materials

Other Duties As Assigned

Qualification

Electronic Health Record (EHR)Billing coordinationInsurance verificationPatient schedulingHIPAA complianceTraining staffCommunication skillsProblem-solving