Patient Experience & Billing Representative II - Philadelphia, PA

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Full-Time

1st Shift - no week-ends

MON 8am to 4:30 TUE 8am TO 4:30PM WED 8am TO 6:30PM THRU8AM TO 4:30PM FRI 7am TO 1:30pm

The ideal candidate will possess the following skills and experience:

• High school diploma or equivalent required, associate degree or higher preferred.
• Minimum of 5 years of experience in a healthcare front office and customer services.
• Experience with EHRs (preferably eClinicalWorks) and patient scheduling systems.
• Demonstrated experience in peer training, EHR use, and reporting functions.
• Strong working knowledge of front-end billing workflows and insurance coordination.
• Proficient in Office 365 and reporting tools for tracking patient and billing data.

Ideal Candidate Profile

• Strong leadership, technical proficiency, and organizational skills
• Ability to serve as a vital link between clinical, administrative, and billing operations
• Excellent communication and organizational skills; detail-oriented with a focus on problem-solving.

This is a full-time, on-site role.

The schedule is MON/TUES 8am-4:30, WED 8am-6:30PM, THUR 8AM-4:30PM, FRI 7am-1:30pm.

Are you looking for an opportunity to advance your career while working with an extraordinary team?

At Merakey Total Health, we aim to be the first choice in health care for the communities we serve!

The Patient Experience Representative II plays a key role in delivering a seamless, patient-centered front office experience. This advanced position also serves as a liaison with the organization's external billing partner to resolve front desk-related billing issues.

Key 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

Billing Coordination & Error Resolution

• 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

Training & System Support

• 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

Reporting & Administrative Support

• 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

Pharmaceutical & Vendor Coordination

• 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.

Earn $24-$28 per hour based on experience.

Benefits

Merakey Total Health offers Medical, Dental and Vision insurance plans as well as competitive compensation plans.

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan -- both pre-tax and Roth (after-tax) options available for employee contributions.
• DailyPay -- access your pay when you need it!
• On the Goga well-being platform, featuring self-care tools and resources.
• Access Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

Learn more about our full benefits package - https://www.merakey.org/careers/benefits

About Merakey Total Health:

Merakey Total Health is a new, non-profit community health center, focused on providing whole person care. We believe all people deserve access to high-quality, comprehensive care, and that collaboration is the best way to serve our communities. Merakey Total Health provides comprehensive primary care, preventative care, behavioral health support, and wellness services. At Merakey Total Health, we care about each other and are committed to providing the very best care to those we serve.

Learn more about Merakey Total Health!

Merakey Total Health strictly follows a zero-tolerance policy for abuse.

Merakey Total Health is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply.

Merakey Total Health welcomes all Veterans to apply!