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

Patient Service Representative-I

• Greets patients as they arrive and manages 20-minute wait time.
• Assists patient with intake processes including copying required documents.
• Collects co-payments, co-insurance and deductibles and issues receipts.
• Manages cashier box and daily deposits according to company policies.
• Processes walk-in patients and visitors.
• Answers phones and schedules appointments (special focus on physician requested return visits).
• Schedules referrals as indicated.
• Assists with patient outreach as applicable (e.g., next-day reminders, AWV support).
• Manages medical records (maintains, files/scans, prepares for schedule).
• Ensures all correspondence is scanned and/or filed in timely manner.
• Performs all other related duties as assigned.

Patient Service Representative-II

• Perform all responsibilities for PSR-I.
• Assist in training and evaluation of new hires.
• Assisting other PSRs and providers in need.
• Assisting PSR-Team Lead as directed.
• Solves issues of moderate complexity.
• Assists in training of new PSR's.
• Performs all other related duties as assigned.

Qualifications

• 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 required (AIDET).
• Successful initial competency assessment, following rotational training.
• Excellent interpersonal skills.
• Ability to always communicate clearly and effectively with patients and other external parties in a courteous and friendly manner.
• Must be detail-oriented and highly organized.
• Firm grasp on administrative processes, and organizational policies.
• Knowledge of patient care and examination procedures.
• Must be able to maintain confidentiality at all times.
• Microsoft Office Suite.
• ICD-10 and CPT experience preferred.
• Proficient in patient check in, check out and referral process.

Physical 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 for extended periods of time.
• Ability to 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