Patient Services Rep; PSR & Scheduler

Job Description

Location: Puget Sound Ear Nose & Throat Clinic Edmonds, 21911 76th Ave W, Edmonds, Washington, United States of America

Schedule: Monday - Friday, 8:30am - 5:00pm

Overview:
Support a busy ENT clinic with both Patient Services Representative (PSR) and scheduling duties.

• Provide exemplary customer service, both in person and on the phone.
• Greet and direct patients, vendors, and visitors.
• Follow established protocols to schedule patient appointments, check in/verify information for established and new patients, confirm insurance/referral, ensure consent forms and all patient information are up to date in practice management software and electronic medical record systems.
• Answer multiline phone system and screen calls; take messages, schedule patient appointments in accordance with office policies, and direct calls/messages to appropriate staff or physicians. Identify payor source, verify insurance eligibility and financial status.
• Enter personal health information and financial information into the practice management system with a high level of accuracy; comply with federal and local laws to ensure patient privacy.
• Assist patients with check-in process and completion of required paperwork or forms as needed.
• Proactively communicate status of appointments, wait times, or cancelled/rescheduled appointments.
• Review records for completeness, print necessary updates, and organize records.
• Review physician clinic schedule for accuracy.
• Collect and post co-pays, coinsurances, pre-payments, and balances due on patient accounts.
• Facilitate flow of patients by coordinating with medical assistants and the clinical team.
• Schedule appointments, conferences, and meetings as requested.
• Schedule interpreters for patient appointments as needed.
• Complete duties and assist others as directed.
• Follow all policies introduced during new associate onboarding and outlined in the Associate Handbook.

• High School Diploma or equivalent
• 1-2 years of relevant experience in public contact, preferably in a medical office environment
• Minimum 1-year front office or reception experience; medical experience preferred
• Practice management experience (desired)

• Strong interpersonal skills; patience, composure, and cooperation when working with patients, physicians, and staff
• Adherence to safety, risk management, and confidentiality procedures (OSHA/WISHA, HIPAA)
• Efficient time management with attention to quality, detail, and accuracy
• Flexible with varied hours and dependable attendance
• Ability to stay objective in challenging situations
• Adaptability to changes, delays, or unexpected events while maintaining a positive mindset
• Clear oral and written communication
• Ability to provide constructive feedback to improve performance
• Self-motivated; able to work independently with minimal supervision
• Ability to prepare records according to detailed instructions
• Type with speed and accuracy

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.