Patient Services Representative

Patient Services Representative

The Patient Services Representative (PSR) 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.

High School Diploma or equivalent required. Six 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.

Patient Communication & Customer Service: Answer 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 & Coordination: Schedule 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 & Documentation: Accurately 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 Operations: Check 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 Management: Verify 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.

This 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). 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. You must be able to pass a pre-employment background check and drug test for employment at Southlake Orthopaedics. Any job offer will be contingent on the results of such background check and drug test.