Patient Service Representative (PSR)

Description

We are seeking a dedicated and compassionate Patient Service Representative to join our healthcare team. The ideal candidate will serve as the primary point of contact for patients, ensuring a positive experience by providing exceptional customer service. This role involves scheduling appointments, managing patient records, answering inquiries, and facilitating effective communication between patients and healthcare providers.

Requirements

Patient Service Representative-l

Responsibilities

• Greets patients as they arrive and manages 20-minute wait time.
• Assists patient with intake processes including copying required documents.
• Collects co-payments, co-insurance and deductibles and issues receipts.
• Manages cashier box and daily deposits according to company policies.
• Processes walk-in patients and visitors.
• Answers phones and schedules appointments (special focus on physician requested return visits).
• Schedules referrals as indicated. 
• Assists with patient outreach as applicable (e.g., next-day reminders).
• Manages medical records (maintains, files/scans, prepares for schedule).
• Ensures all correspondence is scanned and/or filed in timely manner. 
• Performs all other related duties as assigned

Education, Experience and Skills

• High school graduate or GED required.
• One year of related work experience including data entry. 
• Working knowledge of medical office procedures and medical terminology.
• Ability to accurately sort and file materials by alphabetic or numeric systems 
• Effective communication and customer service skills required (AIDET).
• Successful initial competency assessment, following rotational training.
• Excellent interpersonal skills
• Ability to always communicate clearly and effectively with patients and other external parties in a courteous and friendly manner
• Must be detail-oriented and highly organized
• Firm grasp on administrative processes, and organizational policies
• Knowledge of patient care and examination procedures
• Must be able to maintain confidentiality at all times
• Microsoft Office Suite
• ICD-10 and CPT experience preferred
• Proficient in patient check in, check out and referral process.

Patient Service Representative-II

Responsibilities

• Perform all responsibilities for PSR-I
• Assist in training and evaluation of new hires
• Assisting other PSRs and providers in need
• Assisting PSR-Team Lead as directed
• Solves issues of moderate complexity
• Assists in training of new PSR’s
• Performs all other related duties as assigned

Patient Service Representative-lll

Responsibilities

• Performs all responsibilities for PSR-II
• Informs patients about delays and wait times
• Maintain confidentiality pf Patient PHI and other related information according to Practice practices and HIPPA
• Reviews end of day reporting and confirms that all Medicare patients are scheduled for MCAWE. Answers any questions patients may have.
• Assist with achievement of new patient goals by discussing positive qualities of the practice during check out.   
• Understands practice goals and new patient process
• Assist in re-evaluation and retraining process for PSRs on PIP or other competency improvement plans
• Make sure early and late PSRs schedules are set
• Assist practice manager on clinical tasks as directed
• Assist with patient complaints as needed
• Guide patients and clinical staff to the proper authority for any issues
• Assist with clinic scheduling problem solving, patient wait times, and other areas of concern to increase efficient and quality services
• Performs all other related duties as assigned

Patient Service Representative- Senior

Responsibilities 

• Performs all responsibilities of a PSR-III.
• Serves as a subject-matter expert and point of contact for colleagues, assisting with questions, troubleshooting processes, and resolving moderately complex issues.
• Supports a collaborative work environment by sharing organizational knowledge, best practices, and procedural updates with PSR staff.
• Serves as a mentor and resource for junior PSRs to enhance team learning and development (non-supervisory).
• Assists in the re-evaluation and retraining of staff for competency improvement plans.
• Ensures efficient clinic operations by assisting with problem-solving in areas such as scheduling concerns, patient flow, and wait times.
• Monitors adherence to office protocols and organizational policies while escalating unresolved issues to the practice manager.
• Facilitates process improvement