Job Title: Patient Service Representative
Job Classification: Full-Time, Non-exempt
Work Schedule: Monday through Friday, 8:00 am to 5:00 pm
Reporting Relationship: Supervisor of Clinic Operations
Location: On-site, Atlanta GA
Primary Accountability (Job Purpose):
The Patient Service Representative (PSR) supports HEAL’s front-desk and patient access operations. Serving as the first point of contact for patients, this role provides a welcoming and efficient experience by greeting patients, managing check-ins and check-outs, verifying insurance and demographic information, and coordinating appointments across multiple clinical departments. The PSR plays a key role in advancing our mission to deliver accessible, equitable, and patient-centered care to the community.
Essential Functions:
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Greets and assists patients in person and by phone, providing courteous, professional service in accordance with clinic protocols.
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Coordinates patient appointments—including scheduling, rescheduling, and cancellations—across multiple departments within the ECW electronic health record (EHR) system.
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Supports patient check-in and check-out processes, ensuring accurate verification of demographics, insurance coverage, and required documentation.
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Communicates clear and timely information regarding clinic services, provider availability, insurance requirements, and appointment instructions.
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Identifies and promptly escalates urgent concerns, clinical questions, or complex issues to appropriate clinical or administrative staff.
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Maintains accurate and complete patient records within ECW and other tracking systems in compliance with documentation standards.
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Protects patient privacy and confidentiality in accordance with HIPAA regulations and organizational policies.
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Provides general administrative and patient support, including reminder calls, follow-ups, and coordination of necessary paperwork.
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Performs additional duties as assigned.
Qualifications:
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Education: High school diploma or GED required; associate degree or college coursework preferred.
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Experience: One (1) or more years of experience in a medical office, clinic, or customer service role involving direct client interaction.
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Experience: Familiarity with insurance verification, co-pay collection, and basic medical terminology.
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Bilingual proficiency in Spanish and English is preferred but not mandatory, preferred.
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Understanding of Federally Qualified Health Center (FQHC) operations and the needs of underserved populations, preferred.
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Strong customer service orientation with excellent organizational and verbal communication skills.
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Proven ability to work collaboratively in a team environment and resolve conflicts effectively.
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Demonstrated commitment to understanding and meeting the needs of patients served by the HEALing Community Health.
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Demonstrated cultural competence and ability to work effectively with diverse populations.
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Strong organizational skills with the ability to prioritize tasks effectively.
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Ability to perform under pressure and meet quality criteria.
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Ability to organize, multi-task, plan and set priorities with minimal supervision.
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Demonstrate poise, tact, and diplomacy with the ability to handle sensitive and confidential information and situations.
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Punctual work attendance, adhering to regular schedule unless approved by supervisor.
Physical Demands:
- Ability to remain in a stationary position (e.g., seated at a desk or workstation) for extended periods of time.
- Ability to operate a computer and other office equipment, including telephone and headset, with manual dexterity.
- Consistent ability to speak clearly, hear, and communicate with patients, staff, and providers.
- Frequent standing, walking, bending, and reaching as needed to assist patients at the front desk and move throughout the clinic.
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Occasional lifting, carrying, pushing, or pulling of objects up to twenty-five (25) pounds.
Work Environment:
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The role is situated within a fast-paced call center environment, requiring frequent engagement with patients, clinical staff, and administrative teams.
- Candidates should be comfortable working in a dynamic setting that demands multitasking, attention to detail, and a high level of professionalism.
Additional Duties:
Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.
