Patient Service Representative (PSR)

About This Role

The Patient Services Representative is the first line of quality service to patients and the community, responsible for processing patient registration, verifying demographics, obtaining insurance cards, and patient identification. This position also handles scheduling appointments, transcribing orders, explaining financial options to patients, and updating medical records accurately and efficiently. The role provides excellent customer service and may occasionally cover other physician practice locations as needed.

Responsibilities

• Serve as the primary point of contact between patients and physician practices
• Provide strong communication and excellent customer service skills by greeting patients and the community in a respectful manner
• Answer internal and external calls in a friendly and helpful manner, route calls, schedule patients, and enter necessary information for patient scheduling into the computer system in a timely and accurate manner
• Process patients in practice as they present for their appointments
• Possess the ability to troubleshoot and resolve problems promptly, ensuring patient flow is maintained and inform supervisor of any department and patient issues immediately
• Process admission paperwork, including basic insurance verification
• Secure, complete and verify all pertinent patient demographic and insurance information as part of the registration process
• Correct registration errors as needed
• Record time indicators for lobby wait times
• Calculate patient liabilities and actively collect and process patient payments
• Reconcile cash drawer at the close of the day
• Perform charge entry for external services (i.e. nursing homes) as necessary
• Schedule referrals or follow-up appointments and/or assist with scheduling, rescheduling or canceling other services for patients
• Assist patients with online scheduling and MyChart as necessary
• Assist patients in obtaining necessary referrals for follow-up services and record referrals on tracking tool (referral/consults)
• Be responsible for and/or assist in obtaining proper authorizations and pre-certifications if applicable for all procedures scheduled through the physician practice
• Pull patient charts as needed per office policy, file and maintain information as appropriate in chart per policy, and route charts to clinical staff as indicated in office per policy
• Verify RX benefits in electronic health record, per protocol
• Refer patients to financial counselors when additional financial counseling or payment arrangements are needed
• Complete accounts in revenue cycle software

Requirements

• High School Diploma or GED (required)