Patient Service Representative

About This Role

Serve as the primary point of contact for patients, managing front office operations, patient registration, and scheduling to ensure high levels of customer service and efficient clinic flow.

Responsibilities

• Greet and register all incoming patients professionally.
• Handle incoming and outgoing communications concisely and in a pleasant manner.
• Prioritize appointment urgency following company standard operating procedures.
• Schedule all patient appointments in the EMR according to standard operating procedure.
• Obtain complete and accurate demographic and insurance information for each patient.
• Document all patient encounters in the appropriate section within the patient’s electronic medical record.
• Collect patient accounts and/or co-payments, maintaining accurate accounting of daily collections.
• Respond to patient inquiries regarding basic insurance or billing questions.
• Answer telephone promptly and courteously, taking complete messages and routing callers properly.
• Check phone messages hourly and return all calls throughout the day.
• Restock and maintain assigned workstation and equipment in a neat and orderly fashion.
• Send appropriate records, calls, and messages to the physician.
• Sort and route incoming faxes, including images, record requests, and refill requests.
• Check and proceed accordingly with incoming referral faxes, classifying as top priority.
• Create new patient charts, ensuring referral and all records are present prior to appointment.
• Provide courteous customer service and maintain composure when dealing with angry or irritated patients.
• Problem solve and anticipate issues.
• Maintain referral platform.

Requirements

• High school diploma or equivalent
• Word processing and computer experience
• Ability to answer multi-line phones
• Ability to demonstrate excellent phone etiquette and exceptional customer service skills
• Good organizational skills
• Professional appearance
• Previous electronic medical records experience
• Ability to deal with confidential patient information

Qualifications

• High school diploma or equivalent required
• One year work experience in a medical office setting preferred. Previous electronic medical records experience required.

Nice to Have

• One year work experience in a medical office setting
• Knowledge of medical terminology
• Completion of a recognized medical secretarial program

Skills

* Required skills