A Patient Service Representative (PSR) ensures a professional, efficient, and welcoming experience for all patients and visitors. Key responsibilities include patient check-in/out, scheduling, verifying insurance, and handling inquiries. Excellent customer service is essential, along with strong communication, attention to detail, and the ability to multitask in a fast-paced environment.
Essential Functions & Responsibilities:
Patient Check-In
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Greeting all patients and visitors warmly, ensuring a welcoming environment.
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Maintain a clean and organized reception area.
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Register new patients and update existing patient demographics, including insurance and financial details.
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Verify insurance eligibility and inform patients of any pending balances or copays.
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Manage patient flow by communicating delays and assisting with inquiries.
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Ensure all necessary forms (consents, financial agreements, etc.) are completed and scanned into charts by the end of the day.
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Protect patient confidentiality at all times.
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Inform patients of monthly specials and upcoming events.
Patient Check-Out
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Provide a friendly farewell, ensuring patient satisfaction.
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Address any remaining patient questions or concerns.
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Schedule follow-up appointments.
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Bill for services rendered and collect payments.
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Reconcile financial transactions and end-of-day reports.
Phone & Communication
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Answer and manage multi-line phones efficiently (within three rings, with minimal hold times).
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Route calls accurately and provide coworkers with detailed patient requests/concerns.
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Take and relay messages with full detail.
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Schedule appointments according to provider templates to optimize patient satisfaction.
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Maintain professional phone etiquette and uphold patient confidentiality.
General Duties
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Maintain a comfortable environment by addressing patient concerns and anxieties.
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Manage office inventory, place supply orders, and coordinate equipment maintenance.
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Assist patients in distress and respond to questions, concerns, or emergencies as needed.
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Ensure compliance with office policies and procedures, reporting any necessary updates.
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Contribute to a positive team environment and assist with additional tasks as needed.
Patient Engagement & Education
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Educate patients on products, skincare treatments, and post-care instructions, promoting sales where applicable.
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Assist in marketing efforts and patient education initiatives.
Workplace Expectations
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Leadership – Maintain a positive, upbeat role, promote and exemplify Company values and represents departmental objectives and interests to internal and external customers
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Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner
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Teamwork - Develop and promote teamwork and cooperation among co-workers
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Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
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Completion of all other duties as assigned by Management
Skills & Abilities:
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Proficiency in EHR systems
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Excellent patient communication and customer service skills.
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Ability to work in a fast-paced environment
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Knowledge of administrative and clerical procedures
Qualifications & Experience Preferred:
- High school diploma, GED, or equivalent experience
- 2 years of customer service experience
Wage Range: $19/hr - $22/hr DOE
