Shape Your Future. Serve Your Community. Build Your Career with Palms!
What Life Working at Palms Looks Like:
Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful.
Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!
Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc. – So working here gives exposure to different patient populations, conditions and settings.
Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc.
Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment. There is pride among the staff in giving back to the community.
Perks:
Competitive Wages
Comprehensive Health Coverage: Medical, Dental and Vision Insurance
Professional Development Opportunities
Employee Assistance Programs
Company Paid Life Insurance
401k with 5% Match
11 Paid Holidays
20 Days PTO
Recognition and Rewards
Community Impact
The Patient Services Representative (PSR) serves as the first point of contact for patients and other stakeholders seeking access to care at Palms Medical Group (PMG). This role is responsible for scheduling appointments, verifying patient information, and providing accurate and timely communication regarding PMG services. The PSR ensures a high standard of customer service and contributes to the overall efficiency and effectiveness of the patient’s experience.
of Primary Responsibilities
1) Schedule appointments for patients:
a) Answer incoming calls promptly and professionally.
b) Accurately enter and update demographic information into the PMG electronic health record (address, telephone number, email, etc.).
c) Schedule patient appointments according to Palms Medical Group guidelines and protocols.
d) Inform patients of required documentation for appointments (eg: identification, insurance card, medications, office visit fee, hospital discharge records and verification of income - if applicable).
e) Monitor and respond to voicemails for assigned offices.
f) Provide clear, supportive responses to patient inquiries.
2) Act as a liaison for the patients:
a) Direct calls to appropriate departments or personnel as needed.
b) Exercise sound judgment and discretion in all interactions.
c) Escalate calls appropriately according to procedures.
d) Maintain accurate documentation of all communication and activities.
e) Meet or exceed performance expectations based on established metric requirements.
3) Patient Outreach and Follow Up:
a) Make outbound calls to cancel and reschedule patient appointments.
b) Contact patients for follow up after ER referrals to schedule hospital follow up appointments.
c) Review Quality portals to schedule hospital follow-up appointments.
4)Pre-visit workflow and Insurance Verification:
a) Update copay and insurance fields to ensure accurate pre-visit communication.
b) Verify insurance coverage using EHR system tools or external portals.
c) Prepare the patient chart by updating information from check-in software into EHR on assigned days, to include updated insurance, scanned cards, demographics, fees, etc.
d) Send pre-visit communications and alerts to patients and patient advocates.
e) Maintain knowledge of insurance types, including deductibles, premiums, PPOs, HMOs, and provider charges.
5)Responsible for Administrative duties:
a) Assist with special projects as call volume permits.
b) Perform other duties as assigned by Patient Services Coordinator, Patient Services Manager, EVP of Patient Services or CEO.
Requirements
of Primary Attributes
General Development:
1) Must demonstrate excellent customer service
2) Must exercise good judgement to handle calls appropriately
3) Must be organized, a self-starter and detailed oriented
4) Must be able to work independently and as part of a team
5) Must be able to handle call center environment, work quickly and multitask
6) Must be able to handle confidential and sensitive information
7) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.
Professional & Technical Knowledge:
1) Employee will have a working knowledge of the following office equipment:
2) Employee will be expected to navigate and operate, Microsoft Office suite products, including Word, Excel and Teams
3) Expected to become proficient in navigating Nextgen, LUMA, QueueMetrics and other systems required for the optimal performance of job duties
Education & Experience:
1) High School Diploma or Equivalent
2) Prior customer service experience preferred, especially in a healthcare or call center environment
Communications Skills:
1) Must be able to effectively communicate complex and/or technical information to co-workers, patients and/or vendors
Physical/Mental/Emotional Demands:
Palms Medical Group is a not-for-profit health care provider committed to bringing quality, accessible primary care and preventative services to you. We take great pride in offering our patients a full range of evidence-based, healthcare services for all the stages of life. With multiple locations throughout North Florida, same-day scheduling, flexible hours, and bilingual staff, Palms Medical Group gives patients the care they need, when and where they need it.
