Patient Service Representative

*
* TITLE:

** Ambulatory Access Patient Service Representative
** REPORTS TO POSITION:
** Ambulatory Access Director or Delegate
** DEPARTMENT:
** Patient Access Services
** DATE LAST REVIEWED:
** August 2025
** OUR VISION:
** Creating America’s healthiest community, together
** OUR MISSION:
** In the spirit of love and compassion, better health, better care, better value
** OUR VALUES:
** Accountability, Caring and Teamwork
** DEPARTMENTAL

SUMMARY:

** Patient Access Services is a support services division of St Charles Health System. Patient Access serves as a liaison to inpatient and hospital-based outpatient departments.  Ambulatory Access serves as a liaison to ambulatory outpatient departments by providing scheduling, registration, prior authorization, medical record, population health outreach, and project management support. We encourage collaboration between clinical and non-clinical staff to ensure we are providing our community with comprehensive and compassionate health care.
*
* POSITION OVERVIEW:

** The
** Patient Services Representative (PSR)
** acts as liaison between patients and the clinical staff by facilitating clerical, reception, scheduling, and registration duties. This role will assist with various operational administrative tasks in support of the clinic operational needs. PSRs collaborate with clinical staff to ensure we are providing our community with comprehensive and compassionate health care. This position does not directly manage any other caregivers.
** ESSENTIAL FUNCTIONS AND DUTIES:
** Accurately schedules patients based on department scheduling guidelines, maximumizing patient access and provider utilization.

Performs full registration at the time of scheduling.

Uses electronic health system to maintain department appointment requests, waitlist and follow up reports.

Performs real time eligibility (RTE) for insurance benefits.

Uses RTE information gathered from the EHR or payer portals to accurately route scheduling requests or schedule appointments.

Ensures authorization is linked to all appointments at the time of check in.

Reconciles daily schedules with appointment reports.

Responsible for addressing registration related work queue items that require resolution prior to encounter closure.

Responsible for accurately recording patient demographics, insurance and billing information at the time of scheduling, check in, and check out.

Courteously and confidently requests appropriate patient payments from patients/guardians. Accurately processes all payment types (copays, co-insurance, prepayment, deductible, self-pay balances) and completes daily deposits and batch reports.

At the time of check out, provides patient with printed After Visit Summary upon request, schedules follow up services as needed, collects any copay that remains due for the day’s services.
Maintains patient access related departmental files, programs and lists.

Performs daily readiness activities such as turning on computers, equipment, kiosks, readying patient waiting areas and check in areas, ensuring supplies are fully stocked.

Assists with processing and resolving incoming and outgoing electronic and telephone messages, worklist entries and basic work queue items within the electronic health record in accordance with established protocols.

Responsible for supporting the basic functions of document collection and distribution, locating and distributing patient documents and information to appropriate staff members.

Faxing, scanning, indexing medical records into document management system.

Opening and distributing incoming mail and paper faxes.

Supports project-based patient outreach intiatives.  Engages with creation of standard work and patient-centered protocols.

Delivers customer service and/or patient care…