Patient Services Representative

Job Description Summary

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.

PSR

Position Title:

Patient Services Representative (PSR)

Reports To:

Practice Manager

FLSA Status:
Non-Exempt

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.

• 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

• 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

• High School diploma or GED required
• Associate Degree or higher is preferred
• 1-2 years’ experience working in a customer service setting, medical office preferred
• Answering multiple phone line system in highly confidential environment
• Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM

• Exceptional interpersonal customer service skills
• Exceptional verbal and written communication skills
• Ability to maintain professionalism at all times when working with staff, patients, and clients
• Must…