Patient Services Representative

Patient Services RepresentativeThe Patient Services Representative serves as the first point of contact for patients-both in person and over the phone-and is responsible for delivering a seamless, compassionate, and efficient patient experience. This role combines front desk responsibilities with call center functions, including appointment scheduling, insurance verification, and patient intake support. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment that requires excellent communication and problem-solving skills.Qualifications and SkillsHigh School Diploma or equivalent required6 months of experience in a medical office or call center environment, preferably in a healthcare setting.Knowledge of EHR systems and medical terminology is highly desirable.Strong communication and interpersonal skills.Ability to multitask and work independently in a fast-paced environment.Proficiency in Microsoft Office and other relevant software platforms.Exceptional attention to detail and organizational skills.Essential ResponsibilitiesPatient Communication & Customer ServiceAnswer incoming calls promptly and courteously in a high-volume call center environment.Greet patients and visitors warmly and professionally at the front desk.Respond to patient questions and concerns regarding services, appointments, billing, and referrals.Maintain a positive and compassionate approach in all interactions with patients, families, staff, and providers.Scheduling & CoordinationSchedule appointments for new and established patients using electronic scheduling software.Confirm and update appointments and insurance eligibility.Coordinate patient referrals and ensure referral documentation is complete.Obtain prior authorizations and pre-certifications when required.Patient Intake & DocumentationAccurately collect, verify, and input patient demographic and insurance information into the Electronic Health Records (EHR) system.Create and maintain patient charts with up-to-date contact, pharmacy, and physician information.Distribute and collect appropriate pre-visit documents and ensure they are completed and scanned into patient charts.Front Desk OperationsCheck patients in and out with accuracy and efficiency.Collect copays and outstanding balances; issue receipts and maintain accurate financial records.Monitor and prepare the daily appointment schedule.Maintain the cleanliness and organization of the front desk and lobby areas.Ensure forms, supplies, and patient-facing materials are stocked and available.Insurance & Referral ManagementVerify insurance coverage and obtain necessary referrals from primary or referring providers.Communicate with insurance companies to facilitate eligibility checks and pre-authorizations.Escalate urgent or unresolved issues appropriately to ensure timely patient care.Work EnvironmentThis position operates in both a clinical front office and a call center setting.Requires sitting, standing, and walking for extended periods.Must be able to lift up to 25 lbs occasionally (e.g., stocking forms/supplies).Other DutiesPlease 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.