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

Schedule internal and external referrals and in-person appointments, telehealth visits, surgeries, procedures and ancillary services using Epic Cadence decision trees; Coordinate patient itineraries; Register patients, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire, scanning and document preparation; Obtain preauthorization for clinic-specific visits and procedures as needed; Assist patients with MyChart activation and support, including online check-in; Manage high-volume patient check-in/check-out and phone reception; Secure patient signatures for consent and financial forms; Collect point-of-service payments per the EMR patient estimate (copay, co-insurance, deductibles); Perform outpatient clinic direct rooming; Schedule follow-up diagnostic and therapeutic orders; Ensure front desk coverage until the last patient is dismissed; Attend daily clinic huddles and process improvement initiatives; Communicate health system policies to patients and patient advocates; Provide coverage at alternate locations as delegated by management; Maintain workspace and follow environmental health cleaning and PPE guidelines; Complete required training and 30-60-90-day quality assessments

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; Documented proof of competencies via language proficiency assessments (if bilingual)