Patient Service Representative

Key Responsibilities

• Promptly greet and acknowledge patients; inform Medical Assistants and Providers of patient arrivals.
• Answer incoming calls promptly and courteously, providing information or directing inquiries as appropriate.
• Instruct patients in completing medical history and information forms; review and correct account details as needed.
• Obtain complete and accurate demographic and insurance information, ensuring all required documentation and authorizations are in place.
• Identify and collect co-payments, co-insurances, and outstanding balances; establish payment plans as authorized.
• Explain financial and insurance requirements to patients; refer complex issues to the Billing Department.
• Verify insurance benefits and notify patients or staff of coverage limitations or authorization needs.
• Scan and upload patient documents (photo ID, insurance cards, referrals, forms) into the EMR system.
• Schedule and confirm patient appointments; ensure all necessary referrals and authorizations are received.
• Prepare charts for upcoming appointments and communicate any scheduling delays to patients in the lobby.
• Maintain and balance cash drawers; reconcile daily transactions.
• Protect patient privacy and confidentiality in accordance with HIPAA standards.
• Maintain a clean, organized, and professional front-office environment.
• Perform other duties as assigned

Qualifications

• Education: High school diploma, GED, or equivalent working knowledge preferred
• Licenses & Certifications: None required
• Experience: Minimum of 1–2 years of patient registration or front office experience in a medical or healthcare setting preferred
• Experience with insurance rules and regulations, medical terminology, and EMR systems: Highly preferred (Allscripts Pro Suite a plus)
• Experience collecting payments and explaining financial responsibilities to patients: Preferred
• Knowledge of HIPAA guidelines and office safety protocols: Required
• Ability to communicate effectively with physicians, staff, patients, and the public, and establish positive working relationships with internal and external stakeholders: Required