Patient Service Representative (PSR) II

About the role

We are seeking a dedicated and compassionate Patient Service Representative to join our healthcare team. The ideal candidate will serve as the primary point of contact for patients, ensuring a positive experience by providing exceptional customer service. This role involves scheduling appointments, managing patient records, answering inquiries, and facilitating effective communication between patients and healthcare providers.

Responsibilities

• Greet patients as they arrive and manage 20-minute wait time.
• Assist patients with intake processes, including copying required documents.
• Collect co-payments, co-insurance, and deductibles, and issue receipts.
• Manage cashier box and daily deposits according to company policies.
• Process walk-in patients and visitors.
• Answer phones and schedule appointments, with a special focus on physician-requested return visits.
• Schedule referrals as indicated.
• Assist with patient outreach as applicable (e.g., next-day reminders, Annual Wellness Visit support).
• Manage medical records (maintain, file/scan, prepare for schedule).
• Ensure all correspondence is scanned and/or filed in a timely manner.
• Perform all other related duties as assigned.

Patient Service Representative-II Responsibilities:

• Perform all responsibilities for PSR-I.
• Assist in training and evaluation of new hires.
• Assist other PSRs and providers in need.
• Support the PSR-Team Lead as directed.
• Solve issues of moderate complexity.
• Assist in training new PSRs.

Requirements

• High school graduate or GED required.
• One year of related work experience, including data entry.
• Working knowledge of medical office procedures and medical terminology.
• Ability to accurately sort and file materials by alphabetic or numeric systems.
• Effective communication and customer service skills (AIDET framework).
• Successful initial competency assessment following rotational training.
• Excellent interpersonal skills and ability to communicate clearly and courteously with patients and external parties.
• Detail-oriented and highly organized.
• Firm grasp of administrative processes and organizational policies.
• Knowledge of patient care and examination procedures.
• Ability to maintain confidentiality at all times.
• Proficiency in Microsoft Office Suite.
• ICD-10 and CPT experience preferred.
• Proficient in patient check-in, check-out, and referral processes.

Key Physical and Mental Requirements

• Ability to lift up to 50 pounds.
• Ability to push or pull heavy objects using up to 50 pounds of force.
• Ability to sit or stand for extended periods of time.
• Ability to use fine motor skills to operate office equipment and/or machinery.
• Ability to receive and comprehend instructions verbally and/or in writing.
• Ability to use logical reasoning for simple and complex problem-solving.
• Ability to travel to multiple locations to support business needs as required.

FLSA Classification: Non-exempt