Call Center Patient Services Representative

JOB TITLE: CALL CENTER PATIENT SERVICES REPRESENTATIVE

STATUS: AT-WILL/NON-EXEMPT

JOB SUMMARY

Reporting to the Directors of Clinical Leadership and Clinical Operations, the Call Center Patient Services Representative provides front-line administrative and customer service support to ensure a positive, efficient patient experience. This position is responsible for scheduling patients, managing communication between patients and providers, processing documentation, and maintaining the integrity of patient information. The Call Center PSR plays a key role in supporting clinic operations through professional communication, attention to detail, and a strong commitment to confidentiality and organizational values.

 ESSENTIAL FUNCTIONS

Patient Interaction & Communication

• Greets and assists patients and visitors in a professional, courteous manner.
• Answers incoming calls, screens inquiries, takes messages, and provides accurate information or assistance.
• Schedules, confirms, and adjusts patient appointments according to clinic protocols.
• Communicates effectively with patients regarding scheduling, insurance, and office procedures.
• Collects co-pays, deductibles, or outstanding balances in alignment with financial policy.

Documentation & Records Management

• Obtains, verifies, and updates patient demographics and insurance information.
• Requests, receives, and transmits patient medical records in compliance with HIPAA standards.
• Prepares and maintains accurate electronic patient charts and documentation within the electronic health record (EHR) system.
• Prepares correspondence, forms, and other documentation as required.
• Communicates with referring offices and external partners to support continuity of care.
• Accurately posts payments and maintains daily reconciliation of collected funds.  

Administrative & Office Support

• Assists with ordering and maintaining office and clinical supplies.
• Supports providers and clinical staff with patient flow and administrative tasks.
• Helps maintain organized filing systems and ensures timely record retention.
• Ensures care and maintenance of office equipment and reports issues promptly.

Compliance & Professionalism

• Adheres to HIPAA, OSHA, and company confidentiality standards.
• Maintains a professional demeanor and a commitment to service excellence.
• Follows all organizational policies, procedures, and safety protocols.

Team Support

• Collaborates with clinic and administrative staff to maintain efficient daily operations.
• Assists with special projects or additional duties as assigned by clinic leadership.
• Provides coverage for clinical staff as needed. 

 MINIMUM REQUIRED EDUCATION AND EXPERIENCE

1. High school diploma or equivalent required.
2. Prior experience in a medical or healthcare office setting preferred.
3. Knowledge of medical terminology and standard office procedures.
4. Proficiency with EHR systems, scheduling software, and Microsoft Office applications.
5. Strong interpersonal, verbal, and written communication skills.
6. Ability to work independently while maintaining a collaborative team approach.
7. Excellent attention to detail and ability to manage multiple priorities effectively.

POSITION REQUIREMENTS

1. Must successfully complete a comprehensive background check as a condition of employment, including prior to any transfer or promotion within the organization.
2. Demonstrates professionalism, integrity, and cultural competence in all interactions.
3. Maintains confidentiality of all patient, employee, and company information.
4. Exhibits reliability, flexibility, and accountability in fulfilling assigned duties.
5. Contributes to an inclusive, patient-centered workplace environment.

PHYSICAL REQUIREMENTS

1. Prolonged periods of computer-based work, including data entry and communication.
2. Ability to stand, sit, and walk for extended periods throughout the workday.
3. Requires bending, stooping, stretching, and occasional lifting of up to 30 pounds.
4. Manual dexterity sufficient to operate office and clinical equipment (computer, keyboard, telephone, copier, fax).
5. Requires normal range of hearing, vision, and speech to communicate effectively in person, by phone, and through digital platforms.
6. Ability to maintain focus and composure in a fast-paced clinical environment.