Patient Services Representative

Job Description

Job Description

Description:

Shape Your Future. Serve Your Community. Build Your Career with Palms!

What Life Working at Palms Looks Like:

Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful.

Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!

Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc.–so working here gives exposure to different patient populations, conditions and settings. 

Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc. 

Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment. There is pride among the staff in giving back to the community. 

Perks:

Competitive Wages

Comprehensive Health Coverage: Medical, Dental and Vision Insurance

Professional Development Opportunities

Employee Assistance Programs

Company Paid Life Insurance

401k with 5% Match

11 Paid Holidays

20 Days PTO

Recognition and Rewards

Community Impact 

Position Summary

The Patient Services Representative (PSR) serves as the first point of contact for patients and other stakeholders seeking access to care at Palms Medical Group (PMG). This role is responsible for scheduling appointments, verifying patient information, and providing accurate and timely communication regarding PMG services. The PSR ensures a high standard of customer service and contributes to the overall efficiency and effectiveness of the patient’s experience.

Description of Primary Responsibilities

1) Schedule appointments for patients:

a) Answer incoming calls promptly and professionally.

b) Accurately enter and update demographic information into the PMG electronic health record (address, telephone number, email, etc.).

c) Schedule patient appointments according to Palms Medical Group guidelines and protocols.

d) Inform patients of required documentation for appointments (e.g.: identification, insurance card, medications, office visit fee, hospital discharge records and verification of income-if applicable).

e) Monitor and respond to voicemails for assigned offices.

f) Provide clear, supportive responses to patient inquiries. 

2) Act as a liaison for the patients:

a) Direct calls to appropriate departments or personnel as needed. 

b) Exercise sound judgment and discretion in all interactions.

c) Escalate calls appropriately according to procedures.

d) Maintain accurate documentation of all communication and activities.

e) Meet or exceed performance expectations based on established metric requirements. 

3) Patient Outreach and Follow-Up:

a) Make outbound calls to cancel and reschedule patient appointments.

b) Contact patients for follow-up after ER referrals to schedule hospital follow-up appointments.

c) Review Quality portals to schedule hospital follow-up appointments.

4) Pre-visit workflow and Insurance Verification:

a) Update copay and insurance fields to ensure accurate pre-visit communication.

b) Verify insurance coverage using EHR system tools or external portals. 

c) Prepare the patient chart by updating information from check-in software into EHR on assigned days, to include updated insurance, scanned cards, demographics, fees, etc.

d) Send pre-visit communications and alerts to patients and patient advocates.

e) Maintain knowledge of insurance types, including deductibles, premiums, PPOs, HMOs and provider charges. 

5) Responsible for Administrative duties:

a) Assist with special projects as call volume permits. 

b) Perform other duties as assigned by Patient Services Coordinator, Patient Services Manager, EVP of Patient Services and/or CEO. 

Description of Primary Attributes

General Development:

1) Must demonstrate excellent customer service

2) Must exercise good judgement to handle calls appropriately

3) Must be organized, a self-starter and detail-oriented

4) Must be able to work independently and as part of a team

5) Must be able to handle call center environment, work quickly and multitask 

6) Must be able to handle confidential and sensitive information

7) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance and supporting skill development.

Professional & Technical Knowledge:

1) Employee will have a working knowledge of the following office equipment:

• Computer
• Multiline Telephone
• Headset
• Copier/Scanner/Fax

2) Employee will be expected to navigate and operate, Microsoft Office suite products, including Word, Excel and Teams

3) Expected to become proficient in navigating Nextgen, LUMA, QueueMetrics and other systems required for the optimal performance of job duties 

Education & Experience:

1) High School Diploma or Equivalent

2) Prior customer service experience preferred, especially in a healthcare or call center environment

Communications Skills:

1) Must be able to effectively communicate complex and/or technical information to co-workers, patients and/or vendors

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time
• Bending
• Stretching/Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Reading forms/Instructions/Patients Charts 
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Exposure to potentially violent/irate patients
• Making decisions with little guidance

Health/Safety Consideration of Position:

• Exposure to chemical infectious/contagious illness
• Exposure to chemical and inhalation of antibiotics during reconstitution
• Exposure to X-Ray radiation 
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal, state and local guidelines and/or laws