Patient Services Representative

Patient Services Representative

The Patient Services Representative serves as a primary point of contact for patients calling a medical office. This role is responsible for delivering excellent customer service by professionally handling incoming calls, scheduling appointments, addressing patient inquiries, and supporting clinical and administrative teams. The Patient Services Representative plays a critical role in ensuring a positive patient experience while maintaining accuracy, confidentiality, and efficiency in a fast paced call center environment.

Education/Training

Highschool Diploma or equivalent required

Licenses/Certification: N/A

Required Qualifications and Skills:

• Minimum of 1 year of experience in customer service or call center experience
• Excellent customer service and patient navigation skills
• Ability to professionally interact with patients, families, and healthcare staff with discretion and empathy
• Effective interpersonal skills and ability to work in a team-oriented environment
• Strong verbal and written communication skills
• Ability to multitask, manage time effectively, and work in a fast‑paced call center environment
• Proficient in Microsoft Office (Word, Excel, Outlook) and general computer systems
• Strong attention to detail with the ability to document accurately and efficiently
• Ability to maintain patient confidentiality and comply with HIPAA and organizational privacy standards

Preferred Qualifications and Skills:

• Prior experience in a healthcare setting, preferably in a medical office or call center environment
• Previous experience scheduling patient appointments and managing high call volumes
• Familiarity with electronic health record (EHR) systems and medical scheduling software
• Knowledge of medical terminology and clinical workflows
• Experience verifying insurance eligibility, obtaining authorizations, or handling referrals
• Strong customer service skills with the ability to demonstrate empathy and professionalism when interacting with patients
• Excellent verbal communication, active listening, and problem-solving skills
• Ability to multitask, prioritize effectively, and work efficiently in a fast‑paced environment
• Strong attention to detail and accuracy in data entry and documentation

Essential Job Functions:

• Professionally answer and manage a high volume of inbound and outbound patient calls in a timely manner
• Schedule, reschedule, and cancel patient appointments accurately according to provider availability and office protocols
• Answer patient inquiries in a professional, empathetic, and patient-centered manner
• Assist patients with questions related to medications, refills, and general care coordination
• Verify insurance information and support authorization processes
• Document all patient interactions accurately and thoroughly in the electronic health record (EHR) system
• Provide appointment confirmations, directions, and pre-visit instructions (including labs or imaging requirements)
• Collaborate effectively with clinical and administrative teams to support patient care and office operations
• Escalate complex issues appropriately to ensure timely resolution
• Identify opportunities for process improvement and contribute to enhancing the patient experience
• Participate in training sessions, team meetings, and onboarding of new staff

Other Duties:

Please 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.

Age and Diversity Related Criteria:

Consistently treats patients, colleagues, and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics, and cultures.

Ability to Fulfill Job Expectations:

Must have the ability to perform the essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.

Physical Demands:

Ability to sit for extended periods of time while working at a computer workstation

Ability to frequently use hands and fingers for typing, data entry, and handling phones

Ability to speak clearly and hear effectively to communicate with patients and staff by phone

Ability to view computer screens for prolonged periods

Ability to occasionally stand, walk, bend, or reach within the work area

Ability to lift or move light office materials (up to approximately 10 pounds) as needed