Patient Services Representative

About the Role

The Patient Services Representative provides customer service and administrative support to patients, serving as the initial point of contact. This role ensures a positive patient experience by handling inquiries, scheduling, insurance verification, payment processing, and paperwork assistance.

Responsibilities

• Patient Registration and Information
  • Greets patients, verifies identity, and ensures accurate demographic information is recorded.
  • Assists patients with completion of necessary paperwork (e.g., consent forms and medical history forms).
  • Updates and maintains patient records in the electronic health record (EHR) system.
  • Complies with organizational and HIPAA policies to ensure patient confidentiality.
• Appointment Scheduling and Management
  • Schedules and manages patient appointments, including follow-ups and reminder calls.
  • Handles appointment cancellations, rescheduling requests, and resolves scheduling conflicts.
  • Assists Clinic Schedulers during peak volume times by taking inbound and outbound calls.
• Insurance and Billing
  • Verifies insurance benefits and assists with patient insurance correspondence.
  • Collects and processes co-payments, deductibles, and other payments at check-in.
  • Refers patients to the Billing department for assistance with billing inquiries and payment plans.
• Customer Service and Communication
  • Answers patient phone calls, emails, and other inquiries.
  • Addresses patient questions, complaints, or concerns professionally and promptly.
  • Provides clear information about services, procedures, and policies.
• Administrative Tasks
  • Maintains organized and accurate patient charts and files.
  • Gathers, enters, and updates data to maintain clinic records and databases.
  • Files paperwork and processes mail, faxes, and scans.
  • Provides clerical and administrative support to medical staff.
  • Maintains a clean, organized, and functional reception area.
  • Performs miscellaneous job-related duties as assigned.

Qualifications

• High School Diploma or GED required; post-secondary education or prior healthcare experience strongly preferred.
• Minimum of one year of proven strong customer service and phone skills.
• Experience in a medical/healthcare setting or insurance environment preferred.

Skills & Abilities

• Strong communication and interpersonal skills.
• Ability to follow oral and written instructions.
• Problem-solving skills.
• Ability to manage multiple tasks and prioritize duties.
• Attention to detail.
• Proficiency with standard office equipment and strong computer skills, including Microsoft Office and EHR software.
• Familiarity with basic medical terminology.
• Ability to work independently or as part of a team.
• Knowledge of principles and practices of basic office management and organization.

Work Environment

This position operates in a clinic setting and is 100% in-office due to the nature of the responsibilities.

Physical Demands

• Occasionally required to walk, sit, use hands to grasp or handle objects, reach with hands and arms, stoop, kneel, or crouch.
• Must be able to sit for approximately 80% of the time and stand for up to 20% of the time.
• Occasionally lifts or moves up to 20 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Pay & Schedule

• Schedule: Full-time, 40 hours/week. Day Shift: Monday - Friday, 7:30 AM - 4:00 PM. No evenings or weekends.

Benefits

• Competitive benefits package including medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan.
• Paid time off (PTO) and paid holidays.
• Health Savings Account (HSA) plan.

All applicants must be legally authorized to work in the United States at the time of hire. This position does not provide employment visa sponsorship.