Patient Services Representative

Patient Services RepresentativeThe Patient Services Representative serves as a primary point of contact for patients calling a medical office. This role is responsible for delivering excellent customer service by professionally handling incoming calls, scheduling appointments, addressing patient inquiries, and supporting clinical and administrative teams. The Patient Services Representative plays a critical role in ensuring a positive patient experience while maintaining accuracy, confidentiality, and efficiency in a fast paced call center environment.Education/TrainingHighschool Diploma or equivalent requiredLicenses/Certification: N/ARequired Qualifications and Skills:Minimum of 1 year of experience in customer service or call center experienceExcellent customer service and patient navigation skillsAbility to professionally interact with patients, families, and healthcare staff with discretion and empathyEffective interpersonal skills and ability to work in a team-oriented environmentStrong verbal and written communication skillsAbility to multitask, manage time effectively, and work in a fast?paced call center environmentProficient in Microsoft Office (Word, Excel, Outlook) and general computer systemsStrong attention to detail with the ability to document accurately and efficientlyAbility to maintain patient confidentiality and comply with HIPAA and organizational privacy standardsPreferred Qualifications and Skills:Prior experience in a healthcare setting, preferably in a medical office or call center environmentPrevious experience scheduling patient appointments and managing high call volumesFamiliarity with electronic health record (EHR) systems and medical scheduling softwareKnowledge of medical terminology and clinical workflowsExperience verifying insurance eligibility, obtaining authorizations, or handling referralsStrong customer service skills with the ability to demonstrate empathy and professionalism when interacting with patientsExcellent verbal communication, active listening, and problem-solving skillsAbility to multitask, prioritize effectively, and work efficiently in a fast?paced environmentStrong attention to detail and accuracy in data entry and documentationEssential Job Functions:Professionally answer and manage a high volume of inbound and outbound patient calls in a timely mannerSchedule, reschedule, and cancel patient appointments accurately according to provider availability and office protocolsAnswer patient inquiries in a professional, empathetic, and patient-centered mannerAssist patients with questions related to medications, refills, and general care coordinationVerify insurance information and support authorization processesDocument all patient interactions accurately and thoroughly in the electronic health record (EHR) systemProvide appointment confirmations, directions, and pre-visit instructions (including labs or imaging requirements)Collaborate effectively with clinical and administrative teams to support patient care and office operationsEscalate complex issues appropriately to ensure timely resolutionIdentify opportunities for process improvement and contribute to enhancing the patient experienceParticipate in training sessions, team meetings, and onboarding of new staffOther Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Age and Diversity Related Criteria:Consistently treats patients, colleagues, and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics, and cultures.Ability to Fulfill Job Expectations:Must have the ability to perform the essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.Physical Demands:Ability to sit for extended periods of time while working at a computer workstationAbility to frequently use hands and fingers for typing, data entry, and handling phonesAbility to speak clearly and hear effectively to communicate with patients and staff by phoneAbility to view computer screens for prolonged periodsAbility to occasionally stand, walk, bend, or reach within the work areaAbility to lift or move light office materials (up to approximately 10 pounds) as needed