Patient Services Representative

Job Description

Job Description

The Patient Service Representative (PSR) is responsible for providing professional, compassionate, and respectful front-desk support to patients receiving services through an Opioid Treatment Program (OTP). The PSR serves as one of the first points of contact for patients, visitors, and members of the community and plays an important role in creating a welcoming, organized, and recovery-focused clinic environment.

This position is responsible for patient check-in and check-out, appointment scheduling, maintaining accurate demographic and administrative information, answering phones, assisting with patient questions, collecting payments when applicable, and supporting the clinical and administrative teams with day-to-day operations.

The Patient Service Representative must maintain strict confidentiality and follow all applicable federal and state laws, regulations, clinic policies, and privacy requirements, including HIPAA and applicable opioid treatment program requirements.

Essential Duties and Responsibilities

Patient Reception and Customer Service

• Greet patients and visitors in a professional, respectful, and welcoming manner.
• Provide excellent customer service while maintaining appropriate professional boundaries.
• Assist patients with the check-in and check-out process.
• Verify patient identity according to clinic policy.
• Assist patients with completing required forms and administrative paperwork.
• Answer general questions regarding clinic procedures, hours, appointments, and services.
• Provide information within the scope of the PSR's role and refer clinical questions to appropriate clinical staff.
• Maintain a calm and professional demeanor when interacting with patients who may be experiencing frustration, anxiety, or other difficult circumstances.
• Treat every patient with dignity and respect without judgment or discrimination.

Scheduling and Appointment Support

• Schedule, reschedule, and cancel appointments according to clinic procedures.
• Coordinate appointments between patients and appropriate clinical staff.
• Maintain accurate appointment schedules.
• Notify patients of appointments, changes, cancellations, or other administrative information.
• Assist with coordinating intake and admission appointments for new patients.
• Help ensure patients are directed to the appropriate department or staff member.

Patient Records and Documentation

• Maintain accurate patient demographic and administrative information in the electronic medical record (EMR) system.
• Enter and update patient information accurately and promptly.
• Scan, upload, and organize required documentation.
• Verify that required administrative forms and documentation are completed.
• Assist with obtaining signatures and other required documentation.
• Maintain organized and accurate electronic and paper records as required.
• Follow established procedures for correcting documentation and maintaining record integrity.

OTP / Methadone Clinic Support

• Support the daily administrative operations of the medication-assisted treatment program.
• Assist with patient flow through the clinic while maintaining privacy and confidentiality.
• Follow established procedures related to dosing, take-home medication appointments, observed services, and other OTP administrative processes.
• Direct medication-related questions to nursing or clinical staff.
• Never provide clinical advice or make decisions regarding medication, dosing, take-home medication, or treatment plans unless specifically authorized within the employee's scope of practice.
• Assist clinical staff with administrative tasks related to patient admissions, transfers, appointments, and treatment documentation.
• Follow all clinic procedures designed to maintain patient safety and medication security.

Telephone and Communication Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Direct calls to the appropriate department or staff member.
• Take accurate messages and ensure messages are routed appropriately.
• Return calls when assigned and within the scope of the position.
• Communicate clinic policies and administrative information clearly.
• Maintain professional communication with patients, families, referral sources, probation/parole personnel, courts, treatment providers, and other authorized parties when appropriate and permitted.

Insurance, Payments, and Financial Responsibilities

When applicable to the clinic, the Patient Service Representative may:

• Verify insurance eligibility and patient demographic information.
• Collect copayments, fees, or other authorized patient payments.
• Provide receipts for payments.
• Assist patients with understanding basic billing procedures.
• Refer billing questions or financial concerns to the appropriate department.
• Maintain accurate payment documentation.
• Follow all clinic procedures regarding cash handling and financial transactions.

Confidentiality and Compliance

The Patient Service Representative is required to maintain strict confidentiality regarding all patient information.

Responsibilities include:

• Comply with HIPAA and all applicable federal and state confidentiality requirements.
• Follow applicable 42 CFR Part 2requirements governing the confidentiality of substance use disorder patient records.
• Protect patient information from unauthorized access or disclosure.
• Discuss patient information only with individuals who are authorized to receive it.
• Verify authorization before releasing patient information.
• Maintain privacy when speaking with patients by telephone or in person.
• Secure computer systems, documents, and other confidential information.
• Follow the clinic's policies regarding passwords, electronic records, medical records, and release of information.
• Immediately report suspected privacy violations or security concerns to the appropriate supervisor.

Safety and Clinic Environment

• Maintain a professional and orderly reception area.
• Monitor the waiting area and notify appropriate staff of safety concerns.
• Follow clinic procedures for emergencies, disruptive behavior, medical emergencies, and other safety situations.
• Maintain appropriate professional boundaries with patients.
• Never engage in confrontational or inappropriate interactions with patients.
• Seek assistance from clinical, supervisory, or security personnel when a situation exceeds the PSR's role or authority.
• Follow infection-control and workplace-safety procedures.

Professional Boundaries

Because this position works directly with individuals receiving substance use disorder treatment, the Patient Service Representative must maintain appropriate professional boundaries at all times.

Employees are expected to:

• Avoid dual relationships with patients.
• Avoid accepting inappropriate gifts, money, or favors from patients.
• Maintain appropriate communication with patients outside of the workplace.
• Avoid discussing personal information unnecessarily.
• Maintain professional conduct on social media and other communication platforms.
• Follow all clinic policies regarding patient relationships and professional boundaries.

Required Qualifications

• High school diploma or GED required.
• Previous experience in healthcare, behavioral health, substance use treatment, medical reception, customer service, or a related field preferred.
• Previous experience working in an Opioid Treatment Program, medication-assisted treatment program, behavioral health setting, or other healthcare environment is preferred but not required.
• Strong computer and data-entry skills.
• Ability to learn and accurately use Methasoft.
• Strong verbal and written communication skills.
• Ability to maintain confidentiality.
• Ability to work effectively with individuals from diverse backgrounds.
• Ability to remain calm and professional in stressful situations.

Preferred Qualifications

• One or more years of front-desk or healthcare administrative experience.
• Experience with Methasoft.
• Experience working with individuals receiving substance use or behavioral health services.
• Knowledge of HIPAA and patient confidentiality requirements.
• Familiarity with OTP or medication-assisted treatment environments.
• Experience with insurance verification, scheduling, or medical billing.

Essential Skills and Competencies

The successful candidate should demonstrate:

• Compassion and empathy
• Professionalism
• Reliability and punctuality
• Strong attention to detail
• Organization and time-management skills
• Excellent communication skills
• Ability to maintain confidentiality
• Ability to work as part of a multidisciplinary team
• Ability to handle confidential and sensitive information
• Conflict-resolution skills
• Ability to maintain appropriate professional boundaries
• Ability to work effectively in a fast-paced environment
• Cultural awareness and respect for individuals in recovery

Physical Requirements

The position may require:

• Ability to sit and stand for extended periods.
• Ability to communicate effectively in person and by telephone.
• Ability to use a computer, keyboard, telephone, scanner, and other office equipment.
• Ability to occasionally lift or move office materials weighing up to 5 pounds.
• Ability to move throughout the clinic as needed.

Reasonable accommodations may be made for qualified individuals with disabilities.

Work Environment

The Patient Service Representative works in a healthcare environment serving individuals receiving substance use disorder treatment. The position may involve frequent interaction with patients, family members, healthcare professionals, and outside agencies.

The employee must be able to maintain professionalism and confidentiality in a busy environment and appropriately respond to unexpected or stressful situations.

Confidentiality Statement

All patient information is confidential. Employees are expected to comply with HIPAA, 42 CFR Part 2, applicable federal and state laws, and all organizational policies concerning the privacy and security of patient information. Unauthorized disclosure of confidential information may result in disciplinary action, up to and including termination of employment.

Scope of Authority

The Patient Service Representative is an administrative/front -office position and does not independently provide medical, nursing, counseling, psychiatric, or medication-management services.

The PSR must refer clinical, medication, dosing, withdrawal, medical, psychiatric, or treatment-related questions to the appropriate licensed or qualified clinical staff.

Performance Expectations

The Patient Service Representative is expected to:

1. Provide respectful and professional service to every patient.
2. Maintain accurate and timely documentation.
3. Protect patient confidentiality at all times.
4. Follow clinic policies and procedures.
5. Maintain appropriate professional boundaries.
6. Communicate effectively with patients and staff.
7. Arrive on time and maintain reliable attendance.
8. Demonstrate teamwork and cooperation.
9. Maintain a clean, organized, and professional front-desk environment.
10. Immediately report safety, privacy, compliance, or patient-care concerns to the appropriate supervisor.