Patient Service Representative

The Patient Service Representative (PSR) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. This work role is responsible for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for their daily patient appointments. May assist with checking patients out and scheduling follow up activities as needed.

Responsibilities

Pre-Visit Scheduling: schedule internal and external incoming department referrals; schedule in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees; maintain knowledge of appointment types, locations, providers, and specialties; coordinate patient itinerary; register patients including demographics, insurance verification, MSPQ, scanning and document preparation, updating documentation and processing referrals/orders/appointment requests; preauthorization of clinic specific visits and procedures; assist patients with MyChart activation and support. During Visit Standard Check-In: high volume patient clinic check in/out and phone reception; secure patient signatures for consent and financial forms; complete standard registration documentation and scanning; collect point of service collections including copay, co-insurance, and deductibles; assist with MyChart activation; outpatient clinic direct rooming; support self-check-in utilizing MyChart and EMR. Post-Visit: schedule follow up internal and external diagnostic and therapeutic orders; assist patient with MyChart activation; ensure proper front desk coverage until last patient is dismissed. Standard Responsibilities: attend daily huddles and process improvement initiatives; understand patient experience performance expectations; support front desk and scheduling workflows; maintain productive working relationships; have working knowledge of patient policies and health system services; follow standard apparel policy; communicate health system policies; familiarity with insurance coverage types (HMO, PPO, VA, Medicare); provide coverage at alternate locations; support patient experience initiatives; maintain workspace; follow PPE guidelines; complete necessary training and pass 30-60-90-day quality assessments; remain in clinic until last patient is checked out

Requirements

High School Graduate or GED; 1 or more years customer service or health care experience; Ability to maintain patient confidentiality; Ability to read, write, speak, and understand English; Basic computer skills including Microsoft Excel, Word, Outlook, and Teams; High level of customer service skills focusing on problem resolution

Nice to have

College coursework completed towards an Associate’s or Bachelor’s Degree; Clerical, registration and/or customer service experience within a health care setting; If bilingual - documented proof of competencies via language proficiency assessments