Empire Therapy is seeking a Patient Services Representative to join our therapist-owned practice in Spokane. This role is well suited for someone who enjoys frequent communication, problem-solving, and helping patients stay engaged in their care.
This position is phone-call heavy and communication driven. Much of the workday is spent speaking with patients, coordinating schedules, and actively guiding patients to reschedule appointments rather than cancel. For someone who enjoys meaningful conversation and a fast-paced environment, this role can be both rewarding and impactful.
Job description
The Patient Services Representative supports daily clinic operations by managing patient communication, coordinating schedules, and assisting therapists and leadership with administrative needs. This role requires strong verbal communication, adaptability, and confidence handling frequent phone interactions in a fast-paced environment.
Our team is guided by the belief:
"We trust God to guide our staff and lead our patients toward greater function."
This position is well suited for someone who values teamwork, brings a positive and professional presence to the workplace, and approaches patient interactions with compassion, care, and a willingness to learn.
Who Thrives in This Role
This role is a strong fit for someone who:
- Enjoys talking with people and is comfortable being on the phone most of the day
- Feels confident encouraging patients to reschedule appointments instead of canceling
- Is comfortable with persuasive, solution-focused conversations
- Remains organized and calm in a busy, fast-moving environment
- Takes pride in keeping schedules full and operations running smoothly
- Prefers interactive work over long periods of quiet desk tasks
What You Will Be Doing
- Manage a high volume of incoming and outgoing phone calls
- Proactively reschedule appointments and fill last-minute openings
- Explain the importance of consistent attendance and continuity of care
- Offer alternative appointment options that meet patient and clinic needs
- Schedule appointments and manage provider calendars
- Make outbound calls to patients, insurance companies, and providers
- Enter patient information and prior authorizations into EMR systems in compliance with HIPAA
- Track cancellations, no-shows, and reschedules accurately
- Collaborate closely with therapists and leadership to optimize scheduling
- Maintain a professional, welcoming, and organized front desk
- Provide exceptional customer service in every interaction
- Provide administrative support to our management and executive teams
- Process referrals and chart note requests
Requirements
- Proven experience in a front desk or receptionist role is preferred but not mandatory.
- Proficiency in technology and a willingness to learn online scheduling systems
- Some knowledge of Billing and Prior Auth protocols
- Excellent customer service skills with the ability to communicate effectively
- Demonstrated clerical skills with attention to detail and accuracy in data entry tasks.
- Multitasking and the ability to quickly learn.
- Familiarity with office equipment such as printers, scanners, copiers, and phone systems.
- Strong organizational skills with the ability to prioritize tasks effectively.
Qualifications
- Prior experience in a front desk, receptionist, customer service, or administrative role is preferred but not required
- High school diploma or equivalent required
- Valid driver’s license
Benefits
Part-time:
- Competitive pay of $18.00 to $20.00 per hour
- No Weekends or Nights
- Therapist-owned clinic with open-door leadership and a collaborative culture
- Employee discounts
- On-site childcare
Full-time:
- COR Wellness Gold Membership
- 401(k) and 401(k) matching
- Paid time off
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Paid time off
Ability to Commute:
- Spokane, WA 99204 (Required)
Ability to Relocate:
- Spokane, WA 99204: Relocate before starting work (Required)
Work Location: In person
