Patient Services Representative

About the position

The Patient Services Representative (PSR) plays a crucial role in managing patient interactions and ensuring a smooth patient experience within the healthcare setting. This position involves handling inbound and outbound communications, scheduling appointments, and executing daily workflows related to patient registration and revenue cycle management. The PSR is responsible for maintaining patient confidentiality, verifying insurance information, and providing financial counseling to patients, all while adhering to company policies and HIPAA standards.

Responsibilities

• Manage inbound and outbound patient interactions via telephone, internet, or in-person.
• Schedule patient appointments and manage logistics effectively.
• Execute daily workflows including cancellations, missed visits, and recall deployments.
• Perform full registration for patients requesting appointments, ensuring accuracy and adherence to policies.
• Initiate the pre-registration process and verify all demographic and insurance information.
• Collect and validate legal photo identification and insurance cards before services are rendered.
• Provide patients with information regarding appointments and payment policies.
• Offer upfront financial counseling and establish payment plans for patients.
• Act as a liaison between patients, physicians, and staff to facilitate care.
• Identify and resolve issues in the provision of care and notify appropriate parties of requirements.
• Train other patient services representatives and provide excellent customer service.

Requirements

• High School Graduate or General Education Degree (GED).
• 2+ years of experience in a patient-facing healthcare function or customer service role preferred.
• Excellent verbal and written communication skills in English; bilingual is a plus.
• Strong critical thinking, analytical, troubleshooting, and problem resolution skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills to work effectively with diverse groups.
• Ability to work as part of a team under minimal supervision in a fast-paced environment.
• Sensitivity and tolerance in stressful situations, safeguarding confidential information.
• Proficient in Microsoft Office Suite and ability to use multiple electronic systems.

Nice-to-haves

• Bilingual skills are a plus.