Patient Service Representative- Internal Medicine

Position Highlights

The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations.

Essential Duties And Responsibilities

• Greets patients warmly and professionally during check-in, check-out, and appointment scheduling.
• Serves as a key coordinator for provider schedules, optimizing appointment availability and resource capacity to improve patient access, reduce wait times, and support timely follow-ups.
• Utilizes EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and ensure emergency contact information is properly documented.
• Collections copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
• Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
• Clearly communicates information about Duly clinical personnel to patients and other individuals.
• Affords follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
• Participates actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Maintains strict patient confidentiality and adheres to HIPAA standards in all interactions and documentation.
• Maintains patient wait times and communicates delays with empathy and professionalism to enhance the patient experience.
• Performs additional duties and special projects as assigned to support departmental goals and improve service delivery.

EDUCATION AND / OR CERTIFICATION/LICENSURE

• A high school diploma or equivalent required.
• Minimum 1 year of experience in a medical office or clinical setting preferred.
• Prior experience in a receptionist or front desk role strongly preferred.

Knowledge, Skills And Abilities

• Exceptional customer service skills and passion for serving others.
• Outstanding verbal and written communication skills.
• Proficiency in EPIC or similar EMR systems.
• Knowledge of medical office procedures and insurance verification.
• Skilled in operating phones, personal computers, software and other basic IT systems.
• Proficient in Microsoft Office Suite products including Excel, Word and Outlook.
• Detail-oriented with excellent organizational and time management skills.
• Ability to handle sensitive information with discretion.
• Positive, professional, collaborative, and adaptable attitude.

Physical And Mental Demands

• Ability to sit, stand, walk, bend, and stretch for extended periods.
• Vision must be correctable to 20/20; normal hearing required for phone communication.

COMPENSATION

The compensation for this role includes a base pay range of $15.10-$22.70/hour, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.