Lead Patient Service Representative

Job Description

Essential Job Functions:

• Responsible for greeting patients/family, scheduling patient appointments, scheduling hospital and ambulatory admissions/procedures. Ensure appropriate action was taken in a timely manner.
• Answer the telephone promptly and dealing with callers needs imperiously. Directs all calls appropriately, takes an accurate message and delivers to the appropriate individual. Demonstrates appropriate telephone etiquette.
• Schedules future appointments, tests, and completes referrals as ordered by the physician.
• Maintains communication resources, i.e. on-call schedule, MD phone numbers and beeper numbers.
• Prepares charts for new patients assuring all required forms are placed appropriately in the chart. Converts from temporary to permanent record before close of the day.
• Requests medical records and performs chart preparation to provide physician with all information needed for visit prior to the actual exam, evaluation, procedure, or treatment. Prints minimal medical records information needed from electronic record if chart is not available
• Reconciles encounters daily according to policy and guidelines.
• Monitors supply inventory, completes and directs requisitions for supplies, forms, equipment or services.
• Performs various clerical duties including faxing, photocopying, filing and mailings.
• Obtains, verifies and updates patient information; maintains confidentiality according to policies
• Accurately completes any/all necessary forms for the patients.
• Respects patient's rights by knocking on the door, calling patient by name and identifying self before entering the patient's room.
• Establishes and maintains a positive working relationship with physicians and nursing staff
• Protects the privacy and confidentiality of patients and employees.
• Communicates any problems, equipment concerns or issues promptly to the Nurse Manager

General Job functions:

• Demonstrates a working knowledge of booking and scheduling inpatient, outpatient and special procedures.
• Arranges for specialty equipment/ services.
• Interacts with outside vendors / contracted services.
• Demonstrates understanding of submission of necessary documents for hospital.
• Verbalizes procedure for collection of pre-admission testing data.
• Demonstrates a working knowledge of insurance and pre-certification requirements.
• Arranges types and distributes schedule.
• Maintains office supplies and equipment.
• Provides training to other office staff.
• Logs surgical procedures.
• Maintains scheduling system. Demonstrates working knowledge for rescheduling and canceling procedures.
• Verbalizes customer service skills to alleviate patient anxiety.
• Demonstrates customer service skills when communicating with peers.
• Collates and submits information.
• Communicates repair orders to appropriate personnel.
• Demonstrates good judgment in scheduling procedure to increase physician productivity.
• Demonstrates understanding of fire safety and emergency procedures.
• Other job duties as required.

Education, Certification, Computer and Training Requirements:

• High School Graduate or GED required. Associate Degree preferred.
• Heartsaver within 30 days of hire.
• Previous PSR experience preferred. Previous office experience preferred.
• Ability to communicate in English, both orally and in writing.
• Must have excellent interpersonal and customer service skills.
• Must have accurate computer data entry skills.
• Must have the ability to organize and perform multiple tasks in a timely manner.
• Knowledge of medical office and terminology preferred.
• Basic proficiency in computer use required. Previous experience with Standard Office Technology in a Window based environment preferred.
• Experience with EHR, Practice Management System and Departmental/Ancillary Systems preferred.

Travel: Ability to commute to satellite offices as needed.

Pay Range: $19.28 - $23.61 Hourly

The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position.

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities ( EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, or file a complaint at