Patient Service Representative

Summary

The Patient Service Representative (PSR) focuses on the delivery of patient care and facilitates the needs of the physician. The role emphasizes making each patient feel like the most important person in the moment, creating a priority‑focused environment, and providing spectacular service. Administrative duties include answering phones, data entry, patient check‑in/out, scheduling appointments, entering charges, verifying insurance, receiving payments, and issuing receipts. The PSR also supports company initiatives by adopting new approaches, practices, and processes to deliver quality, service, and operational excellence.

Essential Functions

• Answers inbound calls to the Center.
• Provides a friendly and warm greeting to all patients and/or providers.
• Checks scheduled patients in/out and ensures proper documentation is received from the patient.
• Collects co‑pays, co‑insurance, and deductible if necessary.
• Listens and resolves patient, provider, and any customer complaints.
• Communicates to PSR Lead and/or Area Manager as needed.
• Ensures accurate data entry for patient registration.
• Assists with medical records as needed.
• Ensures all queues are processed in a timely and efficient manner while adhering to all process & compliance requirements.
• Manages eRIS Center workflow, including daily schedule, billing complete, priors grid, delinquent exams, waitlist, report delivery queues, and collection of TOS.
• Stays abreast of known carrier‑related issues and identifies carrier‑specific concerns (e.g., out‑of‑network, plan limitations).
• Monitors schedule and ensures all data, attachments, history, etc., are completed before an exam.
• Facilitates no‑show appointments (calling patients, cancelling, rescheduling).
• Reschedules and cancels appointments as needed/directed (receives incoming/outgoing calls to patients).
• Monitors waiting room to avoid extended wait time and assists patients as needed.
• Requests orders and processes new/same‑day requests.
• Requests all patients complete a satisfaction survey after their exam.
• Other duties as assigned.

Competencies

• Communication Proficiency
• Organizational Skills
• Time Management
• Problem Solving/Analysis
• Customer/Client Focus
• Collaboration Skills

Qualifications

• One plus year of experience providing exceptional customer service – healthcare environment preferred.
• Detail‑oriented, self‑motivated, problem solver, and team player.
• Ability to navigate multiple computer screens and browsers quickly and accurately.
• Ability to excel in a very fast‑pace team environment.
• Ability to continuously “exceed” company and customer expectations.
• Strong communication skills and professional demeanor.
• Minimum of High School diploma or equivalent (GED).

Benefits

• Health Benefits: Medical, Dental, Vision, Life Insurance
• Company‑matched 401(k) plan
• Employee Stock Ownership Plan (ESOP)
• Paid Time Off plus Paid Holidays
• Employee Assistance Program

Pay

Position Pay Range: $17.70 – $21.30 per hour

Schedule

Monday – Friday, 1:00 PM – 9:30 PM

Work Environment

This role operates in an outpatient clinical setting and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and to reach with hands and arms. Frequent talking and hearing are required. No travel is expected for this position.