Patient Services Representative (PSR)

Home Department: Patient Services • Reports to: Lead Patient Services Representative

About the role

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. This position ensures that all patient insurance and financial benefits and transactions are appropriately updated, understood, and interpreted, while promoting departmental objectives through collaboration and quality performance.

Responsibilities

• Oversees waiting area, coordinates patient movement, and reports problems or irregularities.
• Provides excellent customer service, greeting patients and visitors promptly and courteously.
• Answers questions about services, appointments, and policies.
• Assists patients with the patient portal.
• Contacts patients on the daily no-show report.
• Schedules, reschedules, or cancels appointments as needed.
• Communicates with patients prior to appointments regarding financial responsibilities (co-pays, deductibles, etc.) and insurance benefits.
• Checks in patients, verifies and updates insurance information in the patient accounting system.
• Obtains signatures on all required registration forms and 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 patient data to ensure 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 a liaison between patients and medical support staff.
• Supports clinical staff with non-medical tasks.
• Performs other related duties as assigned by management.

Requirements

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