Patient Services Rep - Wilmington Clinic

Position Summary The Patient Service Representative (PSR) serves as the first point of contact and ambassador for patients and families entering the clinic. This role is essential in creating a welcoming, patient-centered environment while ensuring the accuracy and integrity of all frontend revenue cycle processes. The PSR is responsible for expertly managing patient registration, eligibility verification, scheduling, and ongoing communication in a high-volume ambulatory setting. As a key contributor to clinical operations, the PSR maintains accurate provider schedules, supports efficient patient flow, partners with clinical teams to ensure timely care, and upholds service excellence standards during every interaction, both in person on the phone and in writing including Artera text messaging and email. This position requires deep understanding of insurance coverage across federal, state, and commercial programs—including primary/secondary coordination—and contributes directly to the organization's financial performance and patient satisfaction outcomes. Essential Duties And Responsibilities Serve as the first welcoming point for patients and visitors, using exceptional customer service, professionalism, and cultural sensitivity. Create and maintain an inviting, orderly, and patient-centered reception environment. Support patients through check-in/check-out processes with accuracy, compassion, and efficiency. Respond promptly to patient needs, questions, and concerns—escalating issues when appropriate. Maintain confidentiality and uphold patient rights at all times. Works constructively and collaboratively with nursing and provider staff to solve problems and create efficiencies to improve the patient experience. Encourages patient feedback though promotion of patient satisfaction surveys. Pay Rate Type Hourly Salary Range (Depending on Experience) $22.06 - $34.19 Position Summary The Patient Service Representative (PSR) serves as the first point of contact and ambassador for patients and families entering the clinic. This role is essential in creating a welcoming, patient-centered environment while ensuring the accuracy and integrity of all frontend revenue cycle processes. The PSR is responsible for expertly managing patient registration, eligibility verification, scheduling, and ongoing communication in a high-volume ambulatory setting. As a key contributor to clinical operations, the PSR maintains accurate provider schedules, supports efficient patient flow, partners with clinical teams to ensure timely care, and upholds service excellence standards during every interaction, both in person on the phone and in writing including Artera text messaging and email. This position requires deep understanding of insurance coverage across federal, state, and commercial programs—including primary/secondary coordination—and contributes directly to the organization's financial performance and patient satisfaction outcomes. Essential Duties And Responsibilities Patient Experience & Front Desk Operations Serve as the first welcoming point for patients and visitors, using exceptional customer service, professionalism, and cultural sensitivity. Create and maintain an inviting, orderly, and patient-centered reception environment. Support patients through check-in/check-out processes with accuracy, compassion, and efficiency. Respond promptly to patient needs, questions, and concerns—escalating issues when appropriate. Maintain confidentiality and uphold patient rights at all times. Works constructively and collaboratively with nursing and provider staff to solve problems and create efficiencies to improve the patient experience. Encourages patient feedback though promotion of patient satisfaction surveys. Registration & Revenue Cycle Integrity Perform complete and accurate patient registration, including demographic updates, consent forms, HIPAA documentation, and insurance capture. Verify insurance eligibility at every encounter for federal, state, and commercial plans; confirm primary vs. secondary coverage and update payer sequence. Validate insurance cards and photo identification to ensure correct coverage assignment and reduce claim errors. Collect copayments, self-pay amounts, share of cost, co-insurance, and other patientresponsible balances in accordance with organizational policies. Conduct other financial qualifications for patients without insurance coverage including the sliding fee scale (SFS) Participate in routine self-audits and revenue cycle audits; close identified gaps promptly. Ensure compliance with established workflows, payer rules, scheduling guidelines, and frontend best practices. Scheduling & Provider Support Maintain accurate, up-to-date appointment schedules for all physicians, advanced practice providers, and ancillary services including lab and nursing visits. Fill available appointment slots in alignment with scheduling protocols and access standards. Support schedule management during provider changes, including patient displacement and rescheduling appointments, and outreach for no-shows. Monitor patient flow and notify providers or care teams of delays; elevate delays exceeding acceptable thresholds (e.g., >15 minutes). Execute outreach calls for post-discharge patients from the Emergency Department and inpatient settings to facilitate appropriate and timely discharge follow-up appointments. Communication & Administrative Support Answer phones promptly and professionally; route calls to appropriate departments or resolve issues when possible. Provide patients with accurate directions, instructions, and clinic information. Prepare, organize, and maintain necessary front desk materials, including new patient packets and downtime documentation. Maintain EMR accuracy by filing, retrieving, and forwarding records as needed, ensuring availability of treatment information. Support clinical and administrative team members with information, communication, and coordination to ensure operational excellence. Respond to emergency situations according to established protocols. Adopts and adheres to established learning activities related to continuous improvement and evolving changes in the medical grous. Compliance, Safety & Organizational Standards Follow all hospital and departmental policies, procedures, and regulatory requirements. Uphold confidentiality standards and HIPAA regulations in all interactions. Maintain a clean, safe working environment; follow all safety and infection-control procedures. Demonstrate behaviors aligned with Standards of Excellence, including ownership, positive attitude, responsiveness, communication, teamwork, and privacy. Completes all trainings and competencies on-time. Participates constructively through feedback and identifying opportunities for improvement to improve patient service operations with the management and training staff. Other Performs rom risk.rpractice or protocol, protecting the organziation y issues to management for assistance if asked go outside of establisother duties as assigned by management. Position Requirements Education High School graduate or equivalent required Front office training education preferred Qualifications/Experience At least one (1) year of experience in a medical front office setting or similar At least one (1) year of experience with direct handling of insurance eligibility/verification At least one (1) year of experience with using electronic medical records, electronic patient registration and scheduling. Medical Assistant front office experience preferred. Special Skills/Knowledge Exceptional customer service and communication skills. Demonstrated ability to multitask in a fast-paced clinical environment. Strong understanding of insurance eligibility, coordination of benefits, and medical office billing workflows. High level of accuracy, organization, and attention to detail. Proficiency with scheduling systems and electronic medical records. Bilingual Spanish skills strongly preferred. MLKCH Video MLKCH Video #J-18808-Ljbffr MLK Community Healthcare