Mission Driven: A Spotlight on Our Patient Service Representatives

At the Charles B. Wang Community Health Center (CBWCHC), our mission is to provide high-quality and affordable health care to all. Central to this mission are our Patient Service Representatives, or PSRs, who are often the first point of contact for our patients. PSRs play a vital role in ensuring that our services are accessible, our patients are well-informed, and our operations run smoothly.

“Before patients even meet their provider, they are greeted by the welcoming face of one of our dedicated PSRs,” said Dr. Hyoseong Nuna Kim, Chief Medical Officer at the Charles B. Wang Community Health Center. “Our PSRs play a crucial role in ensuring that patients have a smooth and positive experience from start to finish, including any future care they receive at CBWCHC.”

To showcase how our PSRs positively affect our patients every day, we’re highlighting six outstanding staff members: Zoe Hu (Pediatrics), Jessie Jiang (Mental Health), Lisa Kong (Dental, Manhattan), Jocelyn Ly (OB/GYN), Dana Parrales (Dental, Queens), and Josephine Villegas (Internal Medicine). Here’s a look at their essential work as part of our “Mission Driven” series.

What does a typical day look like for you in your work at CBWCHC?

Zoe Hu: I help patients check in for their appointments, schedule or reschedule their upcoming appointments, and answer any questions they have. It’s a fast-paced environment, but I enjoy helping patients feel comfortable and informed.

Jocelyn Ly: My day is usually spent assisting patients with the check-in process, handling their insurance information, and making sure they are ready for their appointments. I also help out with scheduling and any other tasks that need attention.

Josephine Villegas: I focus on ensuring that all patient records are up to date, checking in with patients to confirm their appointments, and handling any immediate concerns they might have. It’s all about making sure everything runs smoothly.

How do you feel your work as a PSR is connected to the Health Center’s mission of providing high-quality and affordable health care to all?

Jessie Jiang: My work directly supports the mission by ensuring that patients have a seamless experience from the moment they walk in. By helping them navigate their appointments and understand their health care options, I contribute to the overall quality of care they receive.

Lisa Kong: By being the first point of contact for patients, I help set the tone for their visit. It’s important to me that every patient feels welcomed and valued, which aligns with our mission to provide high-quality and compassionate care.

Dana Parrales: I believe that by assisting patients with their needs efficiently and with care, I help make health care more accessible and less stressful, which is a big part of our mission.

What are some of your professional goals as a PSR at CBWCHC?

Zoe Hu: I aim to continue developing my skills in patient communication and administration. I also strive to stay up-to-date with what’s happening in different departments within the Health Center to better assist our patients.

Jocelyn Ly: I want to further enhance my expertise of the different health insurance plans our patients have. Understanding them better will allow me to provide even more effective support to our patients.

Josephine Villegas: My goal is to take on more responsibilities, such as training new PSRs, and to become a mentor for others in the department. I believe this will help improve our overall service quality.

What makes you most proud about your work as a PSR at CBWCHC?

Jocelyn Ly: I’m proud to be part of a team that genuinely cares about the community we serve. Our work directly contributes to the well-being of our patients, which is something I value deeply.

Josephine Villegas: I’m proud of the positive impact I have on patients’ experiences. Knowing that I can make their visit smoother and less stressful is incredibly fulfilling.

Zoe Hu: I’m proud of the relationships I’ve built with both patients and colleagues. Being able to provide consistent and compassionate care is something that gives me great satisfaction.

What’s one thing you’d like people to know about PSRs at CBWCHC?

Lisa Kong: I’d like people to know that we are here to support them in any way we can. We’re not just here to check them in; we’re here to help them navigate their health care journey.

Dana Parrales: PSRs play a crucial role in the patient experience. We are the first and last point of contact, and we strive to make every interaction a positive one.

Jessie Jiang: We are deeply committed to our work and to making sure that each patient feels cared for and respected. It’s more than just a job; it’s about making a difference in people’s lives.

What do you like most about working for the Health Center?

Zoe Hu: I love the sense of community at CBWCHC. It’s a place where everyone is working toward the same goal—providing excellent care to our patients.

Josephine Villegas: I appreciate the supportive environment. Everyone at the Health Center is dedicated to helping each other succeed, which makes it a great place to work.

Jocelyn Ly: I enjoy the opportunity to learn and grow in a supportive setting. The Health Center provides many opportunities for professional development, and I feel encouraged to continually improve my skills.