About this role
POSITION SUMMARY:
The Patient Services Representative (PSR) serves as the first point of contact for patients-both in person and over the phone-and is responsible for delivering a seamless, compassionate, and efficient patient experience. This role combines front desk responsibilities with call center functions, including appointment scheduling, insurance verification, and patient intake support. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment that requires excellent communication and problem-solving skills.
QUALIFICATIONS AND SKILLS:
- High School Diploma or equivalent required
- 6 months of experience in a medical office or call center environment, preferably in a healthcare setting.
- Knowledge of EHR systems and medical terminology is highly desirable.
- Strong communication and interpersonal skills.
- Ability to multitask and work independently in a fast-paced environment.
- Proficiency in Microsoft Office and other relevant software platforms.
- Exceptional attention to detail and organizational skills.
ESSENTIAL RESPONSIBILITIES:
Patient Communication & Customer Service
- Answer incoming calls promptly and courteously in a high-volume call center environment.
- Greet patients and visitors warmly and professionally at the front desk.
- Respond to patient questions and concerns regarding services, appointments, billing, and referrals.
- Maintain a positive and compassionate approach in all interactions with patients, families, staff, and providers.
Scheduling & Coordination
- Schedule appointments for new and established patients using electronic scheduling software.
- Confirm and update appointments and insurance eligibility.
- Coordinate patient referrals and ensure referral documentation is complete.
- Obtain prior authorizations and pre-certifications when required.
Patient Intake & Documentation
- Accurately collect, verify, and input patient demographic and insurance information into the Electronic Health Records (EHR) system.
- Create and maintain patient charts with up-to-date contact, pharmacy, and physician information.
- Distribute and collect appropriate pre-visit documents and ensure they are completed and scanned into patient charts.
Front Desk Operations
- Check patients in and out with accuracy and efficiency.
- Collect copays and outstanding balances; issue receipts and maintain accurate financial records.
- Monitor and prepare the daily appointment schedule.
- Maintain the cleanliness and organization of the front desk and lobby areas.
- Ensure forms, supplies, and patient-facing materials are stocked and available.
Insurance & Referral Management
- Verify insurance coverage and obtain necessary referrals from primary or referring providers.
- Communicate with insurance companies to facilitate eligibility checks and pre-authorizations.
- Escalate urgent or unresolved issues appropriately to ensure timely patient care.
WORK ENVIROMENT:
- This position operates in both a clinical front office and a call center setting.
- Requires sitting, standing, and walking for extended periods.
- Must be able to lift up to 25 lbs occasionally (e.g., stocking forms/supplies).
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.