Patient Service Representative - Family Medicine

Position Summary

The Patient Service Representative (PSR) is responsible for a variety of administrative functions including greeting patients and families, scheduling appointments and tests, answering the telephone professionally, collecting payments, issuing receipts, posting payments, and using multiple computer applications daily. The PSR maintains an efficient patient flow through the registration process and provides excellent customer service to patients and families.

• Greets visitors, patients, and families in a friendly, professional manner and directs them appropriately.
• Communicates proactively with co‑workers, physicians, and patients regarding registration information.
• Informs patients of delays in physician schedules.
• Posts all self‑pay charges, collects payments, and provides patients with receipts.
• Accurately reconciles daily payments, opens and closes batches, prepares deposits, and documents corrections.
• Scans insurance cards, processes insurance verifications, and updates patient accounts.
• Obtains, verifies, and updates patient information including demographics, insurance, HIPAA forms, and financial waivers.
• Explains and completes necessary forms, obtains and witnesses signatures.
• Demonstrates a working knowledge of insurance grids for all services performed; explains par and non‑par insurance plans.
• Appropriately refers applicable patients to financial counselors.
• Schedules appointments accurately according to department guidelines, using the waitlist when applicable.
• Schedules and enters orders for diagnostic tests and procedures, following all appropriate workflows.
• Reconciles billing slips to daily schedules.
• Performs various clerical duties such as faxing, photocopying, scanning, filing, and mailings.
• Effectively communicates problems, concerns, or issues to the Office Supervisor/Manager promptly.
• Answers the telephone promptly, directs all calls appropriately, takes accurate messages, and delivers them to the appropriate individual.
• Confirms future appointments as needed and reviews eligibility and phone reports.
• Demonstrates flexibility with various work schedules and covers for other staff when asked.
• Shows working knowledge of workflow dashboards and follows downtime procedures.
• Recognizes and performs duties that are not directly assigned.

• Other duties as assigned.

• High School Graduate, GED, or equivalent required.
• Vocational/Technical School diploma preferred.
• Associate’s Degree preferred.
• 0–1 year of experience preferred; 2–4 years of experience preferred.
• Basic proficiency in computer use and knowledge of medical office terminology required.
• Ability to communicate in English orally and in writing required.
• Ability to organize and perform multiple tasks in a timely manner required.
• Standard office equipment proficiency (phone, fax, copy machine, scanner, e‑mail/voice mail) required.
• Knowledge of Windows-based EHR, practice management, and departmental/ancillary systems preferred.
• Travel:
  Ability to commute to satellite offices as needed required.

Our Company provides equal employment opportunities (EEO) to all employees and applicants without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state and local laws.

• Medical, dental, vision, and life insurance coverages.
• Disability and FSA coverages.
• 401(k) savings plan.