Patient Service Representative

The Patient Service Representative (PSR) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic.

Responsibilities

• Pre-Visit Scheduling
  • Schedule internal and external incoming department referrals.
  • Schedule in-person appointments, telehealth visits, surgeries, procedures, and/or ancillary services using Epic Cadence decision trees.
  • Maintain extensive knowledge of appointment types, locations, providers, and specialties.
  • Coordinate patient itineraries consisting of multiple appointments.
  • Register patients during scheduling, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning and document preparation, updating documentation, and processing referrals/order/appointment requests.
  • Handle preauthorization of clinic-specific visits and procedures as needed.
  • Assist patients with MyChart activation and support, including completing online check-in prior to appointments.
• During Visit
  • Manage high-volume patient clinic check-in/out and phone reception following health system standards.
  • Secure patient signatures for consent and financial forms.
  • Complete all standard registration documentation and scanning processes in the Health System EMR.
  • Collect point-of-service payments (copay, co-insurance, deductibles) per EMR-generated patient estimates.
  • Assist with MyChart activation and support.
  • Perform outpatient clinic direct rooming.
  • Support patients through self-check-in using MyChart and EMR.
• Post-Visit (Check-out/Follow-Up Scheduling)
  • Schedule follow-up internal and external diagnostic and therapeutic orders, creating a patient itinerary based on provider orders.
  • Assist patients with MyChart activation and support.
  • Ensure proper front desk coverage until the last patient is dismissed from the clinic.
• Standard Responsibilities
  • Attend and participate in department clinic daily huddles and process improvement initiatives.
  • Understand and meet patient experience performance expectations (ease of scheduling, communication of delays, likelihood to recommend, courtesy of front desk, teamwork).
  • Support front desk and scheduling workflows (telephone and MyChart).
  • Establish and maintain productive working relationships with providers and the clinical care team.
  • Maintain working knowledge of patient-related policies, procedures, and Health System services/programs.
  • Follow the Health System standard apparel policy.
  • Communicate Health System policies effectively to patients and advocates.
  • Demonstrate familiarity with insurance coverage types (HMO, PPO, VA, Medicare).
  • Provide coverage at alternate locations to meet critical staffing needs as delegated by management.
  • Support and participate in patient experience initiatives, including marketing campaigns and event registration.
  • Maintain workspace and follow environmental health cleaning guidelines per Health System policy.
  • Adhere to personal protective equipment (PPE) guidelines per Health System policy.
  • Complete necessary training and pass 30-60-90-day quality assessments.
  • Remain in the clinic until the last patient is checked out and follow-up visits are scheduled.
  • Perform the professional, clinical, and/or technical competencies of the assigned unit or department.

Requirements

• High School Graduate or GED.
• 1 or more years of customer service or healthcare experience.
• Ability to maintain patient confidentiality.

Qualifications

• Preferred Education and Experience
  • College coursework completed toward an Associate’s or Bachelor’s Degree.
  • Clerical, registration, and/or customer service experience within a healthcare setting.
  • Bilingual skills with documented proof of competencies via language proficiency assessments.
• Knowledge Requirements
  • Ability to read, write, speak, and understand English.
  • Basic computer skills (Microsoft Excel, Word, Outlook, Teams).
  • High level of customer service skills focusing on problem resolution.

Schedule

Full time, day shift.