Patient Services Representative

POSITION SUMMARY

As a Patient Services Representative (PSR), you will play a critical role in delivering an exceptional experience for patients, visitors, and staff in a fast-paced medical clinic setting. This position supports front-office operations, including patient registration, appointment scheduling, insurance verification, and financial counseling. The ideal candidate is a detail-oriented, empathetic, and organized professional with strong communication and customer service skills.

 ESSENTIAL FUNCTIONS

 Patient Registration & Scheduling

• Greet patients and ensure accurate, efficient registration
• Collect and enter patient demographics, insurance, and eligibility information
• Schedule appointments for clinic providers and ancillary services (e.g., lab, imaging, specialists)

Insurance & Financial Processes

• Verify insurance coverage, obtain authorizations, and confirm referrals prior to service
• Collect co-pays, self-pay amounts, and provide financial guidance to patients
• Accurately post payments and reconcile cash drawers at the point of service

Administrative Support & Communication

• Handle incoming calls and route messages appropriately
• Coordinate patient flow and support clinical staff with timely check-in/check-out
• Maintain confidentiality and release patient information in accordance with HIPAA and organizational policy
• Collaborate with insurance companies, case managers, providers, and internal teams 

Other Duties

• Participate in continuous quality improvement (CQI) initiatives
• Adhere to all clinic and hospital district policies and procedures
• May be required to work at alternate clinic sites as needed 

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent (GED)
• Minimum 1 year of experience in a medical office, customer service, or patient-facing role
• Strong working knowledge of basic insurance terminology and patient financial services
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and electronic health records (EHR) systems
• Ability to handle multiple tasks with speed and accuracy in a high-volume environment
• Professional demeanor with strong verbal and written communication skills 

Preferred

• 2–3 years of experience in a healthcare or hospital setting
• Prior experience with managed care plans and obtaining prior authorizations/referrals
• Familiarity with medical scheduling software and practice management systems
• Bilingual proficiency (English/Spanish) is a plus 

Key Competencies

• Exceptional customer service and interpersonal skills
• High attention to detail and strong organizational abilities
• Ability to remain calm under pressure and handle conflict with professionalism
• Self-motivated, reliable, and team-oriented
• Comfortable working with sensitive patient data and upholding privacy standards 

WORK ENVIRONMENT 

·         Fast-paced clinic environment with frequent patient interaction

·         Exposure to potentially ill patients and typical medical office conditions

·         Requires physical activity including sitting, walking, bending, and keyboarding for extended periods