Patient Services Associate

Responsibilities

• Coordinate and provide patient support services such as answering phones, directing calls, and greeting patients and visitors.
• Maintain patient medical records via EMR or paper charts.
• Assist with patient scheduling, perform office functions, and handle patient payments.
• Register and check‑in patients.
• Update patient demographics and insurance coverage in the computer system.
• Answer patient calls, take and relay messages or scripted care directions.
• Respond to patient and staff inquiries and communicate with referring physician offices.
• Perform check‑out processes, inclusive but limited to co‑pay collections.
• Ensure that follow‑up tests have been ordered or scheduled where applicable.
• Monitor length of patients’ wait times.
• Notify the appropriate party of excessive wait times.
• Open and route incoming mail, distributing correspondence, reports, and office supplies.
• Track and record patient information or program data where applicable.
• Request and handle referrals and medical records from referring offices for new patient appointments.
• Schedule appointments when directed.
• Maintain the cash drawer, reconcile daily cash, and prepare bank deposits where assigned.
• Contact insurance companies and obtain registration or procedural pre‑certifications as required by patients’ healthcare insurance or managed care providers.

Requirements

• High School diploma or equivalent.
• One year of customer service experience.
• Skill in problem solving and ability to manage multiple priorities.
• Ability to convey information both in writing and verbally.
• High level of interpersonal skills to handle sensitive and confidential situations while providing exceptional customer service.

Hard Skills

• EMR
• Patient scheduling
• Medical records management
• Co‑pay collections
• Cash handling
• Insurance verification
• Data tracking
• Referral management
• Appointment scheduling

Soft Skills

• Customer service
• Problem solving
• Interpersonal skills
• Communication
• Multitasking
• Confidentiality
• Sensitivity