Job Summary:
The Patient Service Representative (PSA) plays a crucial role in ensuring a positive patient experience by supporting the practice/department in delivering high-quality care.
The PSA is responsible for managing patient interactions, from the arrival to departure process, handling inquiries, scheduling appointments, updating insurance information, and performing point-of-service activities.
This position may involve working in a physician practice or call center environment, with potential rotation between functions and/or departments.
The PSA helps meet patient satisfaction and operational targets while supporting the overall success of the practice.
Key Responsibilities:

• Greet and assist patients upon arrival, ensuring a positive and welcoming experience.
• Manage patient appointments by scheduling, confirming, and rescheduling appointments as needed.
• Handle incoming patient calls and inquiries, providing accurate and timely information.
• Update and verify patient information, including insurance and billing details, to ensure accuracy.
• Perform point-of-service activities such as co-payment collection and documentation.
• Assist with coordinating and communicating care-related tasks between patients, physicians, and medical staff.
• Maintain patient confidentiality and adhere to privacy standards at all times.
• Contribute to meeting or exceeding patient satisfaction, operational, and financial goals.
• Perform other administrative duties as needed to support the office, practice, or call center.

Required Qualifications:

• Strong customer service skills with a focus on patient care and satisfaction.
• Ability to manage a high volume of patient calls and inquiries in a professional and efficient manner.
• Excellent communication and interpersonal skills, with the ability to work effectively with patients, medical staff, and team members.
• Proficient in handling sensitive and confidential patient information in accordance with HIPAA guidelines.
• Ability to work independently and as part of a team in a fast-paced, patient-centered environment.

Preferred Qualifications:

• Previous experience in a healthcare setting, particularly in a front-office or patient service role.
• Familiarity with electronic medical records (EMR) systems.
• Knowledge of insurance billing and patient financial responsibilities.
• Experience in appointment scheduling and call center environments.

Certifications/Training:

• 4-day, 32-hour EMR training (provided).
• Candidates must pass an assessment test at the end of the training course.

Additional Requirements:

• Ability to rotate between PSA functions and/or departments as needed.
• Flexibility to adapt to different work environments, including physician practices and call center settings.