PATIENT SERVICE REP - SB GASTRO CLINIC

Patient Service Representative

Education: High School Diploma or Equivalent

Experience Required: Minimum of 1 year experience in customer service setting. Ability to work independently of others and exercise good judgment. Preferred: 6 months receptionist experience in health care setting

Skills: Conflict Resolution Verbal Communication Written Communication Communication Skills Active Listening Invoice Management File Retrieval Financial Transactions Data Entry

Physical: Normal office environment. Requires frequent sitting and occasional standing, bending, and walking throughout the clinic. Ability to lift/carry up to 50 lbs. Must be able to view computer screens for extended periods. Vision correctable to 20/20; hearing of normal soft tone required. Ability to operate standard office equipment including computer, printer, copier, and fax machine.

Job Summary

The Patient Service Representative (PSR) serves as the first and last point of contact for patients visiting the GI Clinic, playing a critical role in shaping the overall patient experience. This position is responsible for front desk operations including greeting and checking in patients, registering and verifying patient demographic and insurance information, scheduling appointments, collecting copayments, and managing the flow of patients through the clinic. The PSR works in close coordination with the clinical team, the Scheduling Coordinator, and the Patient Account Representative to ensure accurate documentation, seamless communication, and efficient daily operations. This role requires strong customer service instincts, attention to detail, and the ability to manage multiple tasks simultaneously in a fast-paced ambulatory environment. Attendance is an essential function of this position.

Key Responsibilities

• Greet patients and visitors promptly and professionally; determine and address their immediate needs.
• Register patients by verifying and accurately entering demographic, insurance, and medical history information into the EMR.
• Confirm and update patient records at each visit, ensuring all data is current and compliant with HIPAA and clinic policies.
• Collect and post copayments, outstanding balances, and pre-procedure deposits at time of service; provide receipts as appropriate.
• Assist patients with completion of required intake forms, consents, and other necessary paperwork.
• Scan and attach all required documents (insurance cards, IDs, referrals) to the patient record in the EMR.
• Schedule, confirm, reschedule, and cancel patient appointments in accordance with provider preferences and clinic protocols.
• Manage appointment reminders and communicate pre-visit instructions to patients as directed by clinical staff.
• Monitor and facilitate patient flow throughout the clinic; communicate wait times and delays to patients and clinical team.
• Assist with checking patients out following their visit; schedule follow-up appointments and provide referral paperwork as directed.
• Maintain an organized and efficient waiting area; assist visitors with directions and general clinic information.
• Answer and manage a multi-line telephone system; route calls, take messages, and respond to inquiries in a timely and professional manner.
• Respond to all telephone messages within 24 hours.
• Communicate effectively with physicians, nurses, schedulers, and administrative staff to relay patient needs and ensure continuity of care.
• Relay accurate and complete patient information to clinical staff prior to each appointment using designated EMR workflows.
• Communicate a positive, helpful, and professional attitude to all patients, visitors, and coworkers.