Description:
JOB TITLE: PATIENT SERVICES REPRESENTATIVE
STATUS: AT-WILL/NON-EXEMPT
JOB SUMMARY
Reporting to the Directors of Clinical Leadership and Clinical Operations, or the District Manager, the Patient Services Representative (PSR) provides front-line administrative and customer service support to ensure a positive, efficient patient experience. This position is responsible for greeting and scheduling patients, managing communication between patients and providers, processing documentation, and maintaining the integrity of patient information. The PSR plays a key role in supporting clinic operations through professional communication, attention to detail, and a strong commitment to confidentiality and organizational values.
ESSENTIAL FUNCTIONS
Patient Interaction & Communication
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Greets and assists patients and visitors in a professional, courteous manner.
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Answers incoming calls, screens inquiries, takes messages, and provides accurate information or assistance.
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Schedules, confirms, and adjusts patient appointments according to clinic protocols.
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Communicates effectively with patients regarding scheduling, insurance, and office procedures.
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Collects co-pays, deductibles, or outstanding balances in alignment with financial policy.
Documentation & Records Management
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Obtains, verifies, and updates patient demographics and insurance information.
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Requests, receives, and transmits patient medical records in compliance with HIPAA standards.
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Prepares and maintains accurate electronic patient charts and documentation within the electronic health record (EHR) system.
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Prepares correspondence, forms, and other documentation as required.
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Communicates with referring offices and external partners to support continuity of care.
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Accurately posts payments and maintains daily reconciliation of collected funds.
Administrative & Office Support
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Assists with ordering and maintaining office and clinical supplies.
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Supports providers and clinical staff with patient flow and administrative tasks.
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Helps maintain organized filing systems and ensures timely record retention.
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Ensures care and maintenance of office equipment and reports issues promptly.
Compliance & Professionalism
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Adheres to HIPAA, OSHA, and company confidentiality standards.
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Maintains a professional demeanor and a commitment to service excellence.
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Follows all organizational policies, procedures, and safety protocols.
Team Support
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Collaborates with clinic and administrative staff to maintain efficient daily operations.
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Assists with special projects or additional duties as assigned by clinic leadership.
Requirements:
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
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High school diploma or equivalent required.
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Prior experience in a medical or healthcare office setting preferred.
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Knowledge of medical terminology and standard office procedures.
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Proficiency with EHR systems, scheduling software, and Microsoft Office applications.
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Strong interpersonal, verbal, and written communication skills.
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Ability to work independently while maintaining a collaborative team approach.
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Excellent attention to detail and ability to manage multiple priorities effectively.
POSITION REQUIREMENTS
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Must successfully complete a comprehensive background check as a condition of employment, including prior to any transfer or promotion within the organization.
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Demonstrates professionalism, integrity, and cultural competence in all interactions.
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Maintains confidentiality of all patient, employee, and company information.
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Exhibits reliability, flexibility, and accountability in fulfilling assigned duties.
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Contributes to an inclusive, patient-centered workplace environment.
PHYSICAL REQUIREMENTS
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Prolonged periods of computer-based work, including data entry and communication.
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Ability to stand, sit, and walk for extended periods throughout the workday.
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Requires bending, stooping, stretching, and occasional lifting of up to 30 pounds.
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Manual dexterity sufficient to operate office and clinical equipment (computer, keyboard, telephone, copier, fax).
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Requires normal range of hearing, vision, and speech to communicate effectively in person, by phone, and through digital platforms.
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Ability to maintain focus and composure in a fast-paced clinical environment.
