Description:

What is the specific title of the position?

Patient Services Representative (PSR)

Where is the work to be performed?

• The role is performed in a patient-centered medical home (PCMH)/primary care clinic setting
• address listed on posting .

What does the ideal candidate background look like?

The ideal candidate should have experience in:

• Healthcare, preferably in a primary care, family medicine, or outpatient clinic
• Medical front office or patient access
• Electronic Medical Records (EMR/EHR)
• Customer service in a healthcare environment
• Working with multidisciplinary care teams
• Patient registration, scheduling, and insurance verification

The Patient Services Representative works alongside a multidisciplinary care team consisting of:

• Physician
• Nurse Practitioner (NP)
• Registered Nurse (RN) Care Manager
• Social Worker
• Clinic Manager
• Licensed Practical Nurse (LPN)

Top 5–10 Responsibilities

a.

Provide exceptional customer service by greeting patients, checking them in/out, and answering questions.

b.

Answer incoming phone calls, triage calls appropriately, document messages in the EMR, and route them to the appropriate clinical staff.

c.

Schedule, confirm, cancel, and reschedule patient appointments while conducting outbound reminder calls.

d.

Maintain accurate patient demographic and clinical information within the EMR, including HIPAA acknowledgments, advance directives, and alerts.

e.

Collect co-pays and fees, balance cash drawers, and maintain accurate financial records.

f.

Prepare and mail new patient packets.

g.

Verify and update insurance and demographic information.

h.

Maintain an organized reception area and lobby.

i.

Create spreadsheets and documents as needed.

j.

• Maintain patient confidentiality and comply with HIPAA and organizational policies Medical Assistant (MA)

While years of experience are not specified, a competitive candidate would likely have:

• 1–2+ years of medical front office or patient services experience
• 1+ year using an EMR/EHR system
• Strong customer service and patient relations skills
• Excellent verbal and written communication
• Ability to multitask in a fast-paced clinic
• Strong organizational and time management skills
• Accurate data entry and documentation skills
• Basic computer proficiency (Microsoft Office, spreadsheets, email)
• Cash handling and payment collection experience
• Knowledge of HIPAA and patient confidentiality
• Professional demeanor with difficult or emotional patients
• Team-oriented mindset with the ability to collaborate across disciplines

What skills/attributes are nice to have?

• Experience in a Patient-Centered Medical Home (PCMH)
• Experience with quality metrics or population health initiatives
• Insurance verification knowledge
• Bilingual or multilingual communication skills
• Familiarity with advance directives and healthcare documentation
• Experience creating reports or spreadsheets
• Experience supporting care coordination activities

What does the interview process look like?

The interview process is not outlined in the job description.

A typical hiring process for this type of role may include:

• Initial phone screening with HR or recruiter
• One interview with the hiring manager/clinic manager
• Possible panel interview with clinic leadership or team members

One to two rounds of interviews will be required, no weekends or holidays and clinic hours are Mon- Thurs 8am-5pm Fri- 8am- 230pm

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