Patient Services Representative

Patient Service Representative

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.

Position Qualifications / Essential Functions :

• 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

Additional Qualifications :

Education / Experience :

Demonstrated Attributes :

Employee Health Requirements :

Compensation : $18 / hr. - $23 / hr. & bonus eligible