Patient Service Representative

About the role

As a Patient Service Representative (PSR), you will be the first point of contact for patients, visitors, and families, ensuring they feel seen, heard, and guided.

Responsibilities

• Greet patients, visitors, and families using the AIDET framework—acknowledge, introduce, duration, explanation, and thank you—setting a compassionate tone right from the start
• Absorb and provide clear, empathetic information about appointments, services, insurance, and health center policies
• Protect patient privacy in full compliance with HIPAA guidelines
• Join daily huddles as a key voice in ensuring smooth clinic operations
• Act as a communication hub between patients, clinical staff, and care teams
• Adapt on the fly—help adjust appointments or workflows to ensure efficiency in patient care
• Register new and returning patients—updating demographics, verifying insurance, and documenting accurately
• Assess insurance coverage and eligibility; explain sliding fee programs, payment options, and financial responsibilities
• Support patients in understanding and navigating affordable care options

Requirements

• Strong interpersonal and customer service skills—you're a warm, welcoming communicator
• Reliable attention to detail and organizational precision
• Comfort working in a fast-paced, team-oriented clinical environment
• HIPAA familiarity and ability to handle confidential patient data with care
• Bilingual in English/Spanish- required
• Minimum 1 year of experience in admin/front desk role required, preferably in a healthcare setting
• High school diploma or equivalent required; associate degree in healthcare or related field preferred
• Experience with AIDET customer service excellence framework, preferred