Patient Services Representative (PSR)

Department: Patient Services | Reports To: Lead Patient Services Representative | Effective Date: November 1, 2025

Position Summary

The Patient Services Representative (PSR) provides administrative services to patients throughout the care cycle, including pre‑registration, registration, verification, and processing of patient demographic and financial information. The PSR ensures that all patient insurance and financial benefits and transactions are accurately updated, understood, and interpreted, and promotes departmental objectives through collaboration and quality performance.

Essential Duties and Responsibilities

• Oversees waiting area, coordinates patient movement, and reports problems or irregularities.
• Provides excellent customer service and greets patients and/or visitors promptly, courteously, and helpfully.
• Answers questions about services, appointments, and policies.
• Provides assistance with the patient portal.
• Contacts patients who appear on the daily no‑show report.
• Schedules, reschedules, or cancels appointments as needed.
• Communicates with patients prior to medical appointments regarding financial responsibilities (co‑pays, deductibles, etc.) and insurance benefits.
• Checks in patients, verifies, and updates necessary insurance information in the patient accounting system.
• Obtains signatures on all registration forms and required documents.
• Uses the electronic health record (EHR) to document patient registration, pre‑certification, check‑in, check‑out, charge capture, and follow‑ups.
• Scans, uploads, and files documents accurately into the electronic medical record.
• Updates data for all patients, ensuring completeness and accuracy.
• Completes sliding fee applications for new and returning patients annually.
• Posts all payments and balances with computer reports at day end.
• Arranges for patient pre‑payments and enforces financial agreements prior to providing service.
• Performs daily cashiering functions, including monitoring and balancing the cash drawer.
• Acts as liaison between patients and medical support staff.
• Supports clinical staff with non‑medical tasks.
• Performs other related duties as assigned by management.

Qualifications

• High school diploma or equivalent (required).
• Minimum of 1 year experience in healthcare information services and/or customer service (required).
• Experience with EMR, Microsoft Word, Excel, and Outlook (required).
• Excellent written and verbal communication and customer service skills (required).
• Bilingual in English and Spanish (preferred).