Patient Services Rep - Wilmington Clinic

CA

United States of America

Onsite

Clinics – Ambulatory

Hourly

$22.06 - $34.19

Pay Rate Type

Pay Rate Type Hourly

Salary Range (Depending on Experience)

Salary Range (Depending on Experience) $22.06 - $34.19

The Patient Service Representative (PSR) serves as the first point of contact and ambassador for patients and families entering the clinic. This role is essential in creating a welcoming, patient-centered environment while ensuring the accuracy and integrity of all frontend revenue cycle processes. The PSR is responsible for expertly managing patient registration, eligibility verification, scheduling, and ongoing communication in a high-volume ambulatory setting.

As a key contributor to clinical operations, the PSR maintains accurate provider schedules, supports efficient patient flow, partners with clinical teams to ensure timely care, and upholds service excellence standards during every interaction, both in person on the phone and in writing including Artera text messaging and email. This position requires deep understanding of insurance coverage across federal, state, and commercial programs—including primary/secondary coordination—and contributes directly to the organization's financial performance and patient satisfaction outcomes.

• Serve as the first welcoming point for patients and visitors, using exceptional customer service, professionalism, and cultural sensitivity.
• Create and maintain an inviting, orderly, and patient-centered reception environment.
• Support patients through check-in/check-out processes with accuracy, compassion, and efficiency.
• Respond promptly to patient needs, questions, and concerns—escalating issues when appropriate.
• Maintain confidentiality and uphold patient rights at all times.
• Works constructively and collaboratively with nursing and provider staff to solve problems and create efficiencies to improve the patient experience.
• Encourages patient feedback though promotion of patient satisfaction surveys.

• Perform complete and accurate patient registration, including demographic updates, consent forms, HIPAA documentation, and insurance capture.
• Verify insurance eligibility at every encounter for federal, state, and commercial plans; confirm primary vs. secondary coverage and update payer sequence.
• Validate insurance cards and photo identification to ensure correct coverage assignment and reduce claim errors.
• Collect copayments, self-pay amounts, share of cost, co-insurance, and other patientresponsible balances in accordance with organizational policies.
• Conduct other financial qualifications for patients without insurance coverage including the sliding fee scale (SFS)
• Participate in routine self-audits and revenue cycle audits; close identified gaps promptly.
• Ensure compliance with established workflows, payer rules, scheduling guidelines, and frontend best practices.

• Maintain accurate, up-to-date appointment schedules for all physicians, advanced practice providers, and ancillary services including lab and nursing visits.
• Fill available appointment slots in alignment with scheduling protocols and access standards.
• Support schedule management during provider changes, including patient displacement and rescheduling appointments, and outreach for no-shows.
• Monitor patient flow and notify providers or care teams of delays; extend delays exceeding acceptable thresholds (e.g., >15 minutes).
• Execute outreach calls for post-discharge patients from the Emergency Department and inpatient settings to facilitate appropriate and timely discharge follow-up appointments.

• Answer phones…