Patient Services Representative

JOB TITLE

PATIENT SERVICES REPRESENTATIVE

AT-WILL/NON-EXEMPT

Reporting to the Directors of Clinical Leadership and Clinical Operations, or the District Manager, the Patient Services Representative (PSR) provides front-line administrative and customer service support to ensure a positive, efficient patient experience. This position is responsible for greeting and scheduling patients, managing communication between patients and providers, processing documentation, and maintaining the integrity of patient information. The PSR plays a key role in supporting clinic operations through professional communication, attention to detail, and a strong commitment to confidentiality and organizational values.

• Greets and assists patients and visitors in a professional, courteous manner.
• Answers incoming calls, screens inquiries, takes messages, and provides accurate information or assistance.
• Schedules, confirms, and adjusts patient appointments according to clinic protocols.
• Communicates effectively with patients regarding scheduling, insurance, and office procedures.
• Collects co-pays, deductibles, or outstanding balances in alignment with financial policy.

• Obtains, verifies, and updates patient demographics and insurance information.
• Requests, receives, and transmits patient medical records in compliance with HIPAA standards.
• Prepares and maintains accurate electronic patient charts and documentation within the electronic health record (EHR) system.
• Prepares correspondence, forms, and other documentation as required.
• Communicates with referring offices and external partners to support continuity of care.
• Accurately posts payments and maintains daily reconciliation of collected funds.

• Assists with ordering and maintaining office and clinical supplies.
• Supports providers and clinical staff with patient flow and administrative tasks.
• Helps maintain organized filing systems and ensures timely record retention.
• Ensures care and maintenance of office equipment and reports issues promptly.

• Adheres to HIPAA, OSHA, and company confidentiality standards.
• Maintains a professional demeanor and a commitment to service excellence.
• Follows all organizational policies, procedures, and safety protocols.

• Collaborates with clinic and administrative staff to maintain efficient daily operations.
• Assists with special projects or additional duties as assigned by clinic leadership.

• High school diploma or equivalent required.
• Prior experience in a medical or healthcare office setting preferred.
• Knowledge of medical terminology and standard office procedures.
• Proficiency with EHR systems, scheduling software, and Microsoft Office applications.
• Strong interpersonal, verbal, and written communication skills.
• Ability to work independently while maintaining a collaborative team approach.
• Excellent attention to detail and ability to manage multiple priorities effectively.

• Must successfully complete a comprehensive background check as a condition of employment, including prior to any transfer or promotion within the organization.
• Demonstrates professionalism, integrity, and cultural competence in all interactions.
• Maintains confidentiality of all patient, employee, and company information.
• Exhibits reliability, flexibility, and accountability in fulfilling assigned duties.
• Contributes to an inclusive, patient-centered workplace environment.

• Prolonged periods of computer-based work, including data entry and communication.
• Ability to stand, sit, and walk for extended periods throughout the workday.
• Requires bending, stooping, stretching, and occasional lifting of up to 30 pounds.
• Manual dexterity sufficient to operate office and clinical equipment (computer, keyboard, telephone, copier, fax).
• Requires normal range of hearing, vision, and speech to communicate effectively in person, by phone, and through digital platforms.
• Ability to maintain focus and composure in a fast-paced clinical environment.