Patient Service Rep

Patient Services Representative

The Patient Services Representative (PSR) serves as the first point of contact for all visitors and patients. Stationed primarily at the front desk, PSR plays a critical role in delivering a welcoming experience while ensuring smooth administrative operations. This position is responsible for greeting patients and visitors, answering incoming calls, managing appointments, verifying insurance, and supporting billing functions.

Key Responsibilities:

Patient and Visitor Support:

• Warmly greet and welcome all patients and visitors; determine the purpose of their visit and direct them accordingly.


• Provide general information about clinic services and community resources.


• Answer and route incoming telephone calls and messages to appropriate staff members or clinicians.

Patient Check-In/Out and Scheduling:

• Accurately check in/out patients, verify demographics and insurance coverage, and collect co-pays.


• Schedule, reschedule, and cancel appointments in Epic EMR, ensuring provider schedules are optimized and no-show rates minimized.


• Schedule lab work, immunizations, or other procedures as ordered by clinicians.

Patient Communication and Coordination:

• Respond to patient inquiries via phone and patient portal regarding appointments, billing, and general clinic information.


• Relay internal and external messages to staff and assist with coordination between departments.


• Collaborate with clinical teams to ensure seamless communication and patient care.

Insurance, Billing, and Collections Support:

• Verify insurance eligibility and coverage prior to appointments.


• Obtain prior authorizations and assist patients with understanding their insurance benefits.


• Process patient payments, explain billing procedures, and follow up on outstanding balances.


• Maintain organized medical records and ensure accurate data entry in accordance with HIPAA and FQHC guidelines.


• Prepare letters, medical documents, and financial statements as needed.

Qualifications:

Required:

• High school diploma or equivalent.


• 2–3 years of experience in a medical front desk or Patient Services Representative role.


• Proficiency with Epic EMR or similar electronic medical records systems.


• Strong computer skills, including Microsoft Office.


• Excellent communication and interpersonal skills.


• Ability to handle confidential information in compliance with HIPAA regulations.

Preferred:

• Proficiency in additional languages (e.g., Arabic, Urdu, Rohingya, Hindi, Malay, Burmese, Spanish, etc.).