Patient Services Representative

Summary of Role

The Patient Services Representative (PSR) is responsible for greeting and assisting patients and visitors, ensuring a welcoming and efficient experience in the orthopedic clinic. The PSR provides clear instructions, manages scheduling, and serves as a vital link between patients and the orthopedic care team to support seamless communication and high-quality care.

Key Responsibilities

• Greets and checks in patients arriving for their appointments
• Collects patient responsibility as identified in the pre-registration process
• Verifies and/or updates patient demographic and insurance information if changes or additions have occurred
• Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner
• Performs visit closure, including checking out patients and scheduling future visits as needed
• Maintains work area and lobby in neat and orderly manner
• Maintains a comprehensive awareness of all insurance company updates including Federal and State guidelines.
• Meets productivity goals assigned by the Billing Manager.
• Completes special projects as assigned.

An individual in this position must be able to perform the essential duties and responsibilities listed above successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Education

• High School Diploma or equivalent

Required

• One year work experience, preferably in a medical office setting
• Ability to speak effectively to patients maintaining a pleasant, professional demeanor.
• Ability to handle sensitive and confidential information according to internal policies.
• Ability to problem solve in a high stress, face paced work environment
• Experience with Microsoft Office

Preferred

• Knowledge of EPIC preferred

Physical and Mental Demands

Requires manual dexterity sufficient to operate a keyboard, operate a telephone, copier and such other office equipment as necessary. It is necessary to type and view on computer screens for long periods and to work in an environment which can be very stressful.

Communication Skills

Strong interpersonal skills to handle patient inquiries and resolve issues in a professional and empathetic manner.

Judgement and Decision Making

Prioritizing tasks based on urgency and importance, maintaining patient confidentiality, and handling sensitive information responsibly. Ability to work under pressure, meet deadlines, and handle multiple tasks simultaneously.

Software and Technology

Proficiency in using office software for documentation and reporting.

Work Environment

Shifts are Monday - Friday between 8:30 AM – 5:00 PM. This position will report to the OAW Clinic locations. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

OAW provides equal employment opportunity to all applicants and employees. OAW disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.