Patient Services Representative

Job Description Summary

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The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude.

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How will you make an impact & Requirements

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Patient Service Representative 

 

The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude. Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison between internal / external departments and the care center, with the goal of fostering an environment that promotes patient comfort and trust.

Position Qualifications/Essential Functions:  

• Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s) 

•  Maintains great customer service at all times and resolves conflict and issues at the time they occur 

• Schedules appointments for patients and updates any patient information in the EMR as needed  

• Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership   

• Performs day-to-day administrative functions and general office duties 

• Collects and processes payments at time of service 

• Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a multi-line system while maintaining a high level of customer service 

• Contacts insurance companies or other associated companies as needed for patient care. Verifies patient eligibility for clinical services and insurance, collects patient copay when appropriate 

• Attends and participates in team meetings and huddles. Collaborates in developing team priorities 

• Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed 

• Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality 

• Must exercise the utmost diplomacy and tact to provide excellent customer service to patients  

• Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements 

• Manages office supplies while being fiscally responsible 

• Performs other duties as assigned 

 

Additional Qualifications:  

• Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner 

• Additional language abilities are preferred. 

• Willingness to work a variety of shifts, including early mornings, evenings and weekends 

• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards 

• Intermediate computer knowledge and skills  

 

Education/Experience:  

• High School diploma or GED required 

• Associate Degree or higher is preferred 

• Minimum 1-2 years’ experience working in a customer service setting, medical office preferred