Patient Service Representative - Pediatrics

Duties And Responsibilities

• Greet patients and visitors in a friendly and professional manner.
• Assist patients with check-in and check-out processes.
• Answer phone calls and respond to patient inquiries regarding appointments, services, and general information.
• Address and resolve patient complaints or concerns promptly and professionally.
• Provide information about the healthcare facility’s services, policies, and procedures.
• Facilitate communication between patients and clinical staff to ensure a smooth experience.
• Ensure that services are accessible to all patients.
• Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
• May respond to crisis phone calls or interactions and will need to connect to crisis services.
• Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
• Ensure that information provided to patients is accurate and complete.
• Schedule and confirm patient appointments, ensuring optimal utilization of the provider’s template.
• Collapse appointment scheduling responsibilities.
• Collapse coordination with clinical staff to accommodate urgent appointments, triage and walk-ins.
• Collapse coordination with clinical staff to ensure appointment availability and manage scheduling conflicts.
• Maintain and update patient records in the electronic health record (EHR) system upon patients arrival.
• Ensure accuracy and confidentiality of patient information in compliance with HIPAA regulations.
• Verify patient insurance information and assist with pre-authorization processes.
• Collect co-pays, deductibles, and other payments, providing receipts and handling financial transactions.
• Absorb patient records management responsibilities.
• Absorb insurance and billing responsibilities.
• Prepare and manage patient paperwork, including consent forms, medical histories, and insurance documentation.
• Perform general office duties such as filing, faxing, scanning, and mail distribution.
• Keep the waiting and reception areas clean and organized.

Qualifications

• High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
• Previous experience in a healthcare setting or patient service role preferred.
• Previous experience in a call center, customer service, or healthcare setting preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Excellent verbal communication and listening skills.
• Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
• Strong organizational skills and attention to detail.
• Ability to handle sensitive and confidential information.
• Problem-solving skills and the ability to work under pressure.