NOVUS HEALTH
Patient Service Representative (PSR)
Position Summary
The Patient Service Representative (PSR) serves as the first point of contact for patients and visitors at Novus Health. This role is responsible for creating a welcoming and professional experience while supporting efficient clinic operations through appointment scheduling, patient registration, insurance verification, communication coordination, and administrative support.
The PSR plays a critical role in ensuring a positive patient experience, facilitating access to care, and maintaining accurate patient information. The PSR demonstrates exceptional customer service skills, strong attention to detail, and the ability to thrive in a fast-paced healthcare environment.
Essential Responsibilities
Patient Experience & Front Desk Operations
- Greet patients, visitors, and vendors in a professional and courteous manner.
- Provide exceptional customer service and create a positive patient experience.
- Answer incoming phone calls and respond to patient inquiries promptly and professionally.
- Manage patient check-in and check-out processes.
- Maintain patient confidentiality and privacy in accordance with HIPAA regulations.
- Address patient concerns and escalate issues appropriately when necessary.
- Ensure waiting and reception areas remain organized and welcoming.
Scheduling & Access to Care
- Schedule, reschedule, and confirm patient appointments.
- Coordinate provider schedules to maximize efficiency and patient access.
- Manage appointment reminders and follow-up communications.
- Assist patients with telehealth appointment preparation and access.
- Monitor cancellations and waitlists to optimize clinic scheduling.
Registration & Insurance Verification
- Collect and verify patient demographic and insurance information.
- Obtain required registration forms and patient consents.
- Verify insurance eligibility and benefits prior to appointments.
- Review and explain financial policies, copayments, and patient responsibilities.
- Maintain accurate patient records within the Electronic Health Record (EHR) system.
- Identify and resolve registration and insurance discrepancies.
Administrative Support
- Process incoming and outgoing correspondence, faxes, and medical records requests.
- Scan, upload, and maintain electronic patient documents.
- Support providers and clinical staff with administrative requests.
- Manage incoming patient forms and ensure timely completion.
- Assist with patient portal enrollment and utilization.
- Perform general office duties including filing, data entry, and document management.
- Travel to other locations to support administrative needs.
Revenue Cycle Support
- Collect copayments, deductibles, and outstanding balances according to organizational policies.
- Process payments accurately and maintain proper documentation.
- Support claim resolution activities through accurate demographic and insurance data collection.
Team Collaboration
- Collaborate with providers, nurses, care coordinators, and administrative staff to support patient care.
- Participate in staff meetings and organizational initiatives.
- Assist with workflow improvement efforts to enhance patient satisfaction and operational efficiency.
- Promote a positive, team-oriented work environment.
- Coordinate lunches with pharmaceutical representatives
Quality & Compliance Responsibilities
- Adhere to all HIPAA, OSHA, and organizational policies and procedures.
- Maintain confidentiality of patient and organizational information.
- Ensure accurate and timely documentation of patient interactions.
- Follow established protocols for patient identification and registration.
- Support patient safety and quality improvement initiatives.
- Maintain compliance with all applicable healthcare regulations.
Required Qualifications:
- High School Diploma/GED
- 1 year of medical insurance verification experience
Preferred Qualifications:
- Experience with eClinicalWorks is a major plus
- 1 year of front desk experience
