Patient Service Representative - Heartland River

Patient Service Representative - Heartland River City

5 days ago Be among the first 25 applicants

Schedule:

Full-time non-exempt (hourly).

A Patient Services Representative (PSR) at Heartland plays a vital role in the health center, ensuring that patients have a positive experience from their first point of contact to their final interaction. This position combines administrative and customer service duties, requiring excellent communication skills, empathy, and attention to detail. At Heartland, we are a people‑centered environment dedicated to providing exceptional care and service to our patients.

This role requires the ability to manage stress and maintain composure in a fast‑paced, sometimes high‑pressure setting. The position requires the ability to handle difficult situations, calm distressed patients, and communicate effectively with medical or dental terminology.

• Patient Interaction & Experience
  • Greet patients and visitors in a friendly and professional manner.
  • Assist patients with check‑in and check‑out processes.
  • Answer phone calls and respond to patient inquiries regarding appointments, services, and general information.
  • Address and resolve patient complaints or concerns promptly and professionally.
  • Provide information about the healthcare facility’s services, policies, and procedures.
  • Facilitate communication between patients and clinical staff to ensure a smooth experience.
  • Ensure that services are accessible to all patients.
  • Use de‑escalation techniques to manage and resolve conflicts calmly and professionally.
  • Respond to crisis phone calls or interactions and connect to crisis services as needed.
  • Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
  • Ensure that information provided to patients is accurate and complete.
• Appointment Scheduling
  • Schedule and confirm patient appointments, ensuring optimal utilization of the provider’s template.
  • Coordinate with clinical staff to accommodate urgent appointments, triage and walk‑ins.
  • Address scheduling conflicts and ensure appointment availability.
• Patient Records Management
  • Maintain and update patient records in the electronic health record (EHR) system upon patient arrival.
  • Ensure accuracy and confidentiality of patient information in compliance with HIPAA regulations.
• Insurance and Billing
  • Verify patient insurance information and assist with pre‑authorization processes.
  • Collect co‑pays, deductibles, and other payments, providing receipts and handling financial transactions.
  • Assist patients with basic billing questions and coordinate with the billing department to resolve discrepancies.
• Administrative Duties
  • Prepare and manage patient paperwork, including consent forms, medical histories, and insurance documentation.
  • Perform general office duties such as filing, faxing, scanning, and mail distribution.
  • Maintain a clean and organized waiting and reception area.
• Confidentiality & Patient Privacy
  • Adhere to HIPAA regulations and protect patients’ rights by maintaining confidentiality of personal and financial information.
  • Limit access to patient information to authorized personnel only.
  • Shred or securely dispose of documents containing patient information when no longer needed.
  • Conduct conversations involving patient information in private areas.
  • Verify the identity of callers before discussing patient information over the phone.
  • Verify patient identity before sharing appointment information.
  • Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
  • Schedule appointments without sharing unnecessary details that could reveal sensitive information.
  • Handle patient complaints with empathy and professionalism.
  • Escalate complex issues to the supervisor or appropriate department for resolution.

• High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
• Previous experience in a healthcare setting or patient service role preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Proficien…