Job Overview: The Patient Service Associate (PSA) works under the direct supervision of Physicians/Providers and with the guidance of the Office Manager to ensure the highest quality of patient-centered care and maximize patient satisfaction with HMG’s services. The PSA plays a key role in the reception area of HMG Health Care and HMG Community Clinic Inc., supporting patients, providers, and staff by ensuring smooth front office operations, accurate documentation, and compassionate service.
Essential Duties & Responsibilities
Patient Interaction & Reception
- Greet all patients professionally, both in person and by phone.
- Answer questions promptly or refer them to the appropriate department.
- Notify Medical Assistants and Providers of patient arrivals verbally and through the EHR (Compass).
- Provide reassurance and comfort by anticipating patient needs and addressing concerns.
- Ensure privacy and confidentiality by adhering to HIPAA guidelines.
Scheduling & Appointments
- Efficiently schedule appointments to optimize provider availability and meet patient needs in line with HMG policies.
- Offer telehealth visits to patients who no-show, cancel, or reschedule to reduce missed appointments and ensure continuity of care.
- Perform appointment confirmations at least 24 hours prior and complete “missed appointment” documentation daily.
- Reschedule cancellations and no-shows after collecting applicable fees.
Eligibility, Records, & Financials
- Verify insurance eligibility daily for all patients (new, established, and same-day).
- Update demographic, insurance, and contact information at each visit.
- Collect insurance cards, verify financial records, and process payments, co-pays, and outstanding balances.
- Retrieve, scan, and maintain complete patient records, including IDs, insurance, HIPAA releases, and other legal documents.
- Coordinate prior authorizations through Regal/Lakeside portal and maintain communication with billing companies on financial concerns.
Compliance & Documentation
- Ensure all patient documentation is complete and legally compliant.
- Provide HIPAA-compliant medical release forms, privacy notices, and advance directive forms (POLSTs).
- Maintain regulatory requirements, policies & procedures, and professional standards of conduct.
- Complete end-of-day tasks such as batching and maintaining waiting room cleanliness.
Team & Professional Development
- Communicate effectively with patients, families, and all clinical staff.
- Attend all staff meetings and participate in training/webinars (minimum 3 annually) related to the role.
- Demonstrate initiative, responsibility, and professionalism in all interactions.
- Support clinic operations with all other duties as assigned.
Job Qualifications
- Education: Completion of a Certified Medical Assisting program through an accredited institution, or a certificate of proficiency in a related healthcare field.
- Experience: 1–2 years of relevant experience preferred, or equivalent education and experience.
- Licenses/Certifications: CPR and First Aid required; Certified Medical Assistant (CMA) preferred.
- Language: Must be able to read, write, and communicate effectively in English. Bilingual Spanish strongly preferred.
Skills
- Knowledge of medical terminology.
- Proficiency in Outlook and Microsoft Office Suite
- Experience with insurance eligibility platforms (Availity, UHC, Cigna, Noridian, etc.).
- Strong organizational and multitasking abilities.
- Excellent communication (verbal and written).
- Bilingual in Spanish.
- Professional appearance and office etiquette.
- Social perceptiveness and customer service focus.
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- AD&D insurance
- Dental insurance
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Vision insurance
Work Location: In person
