Patient Service Representative Job Description

The Patient Services Representative communicates patients’ questions, complaints, problems and concerns to appropriate staff members. Acts as a liaison between patients, patients’ relatives, and the healthcare organization. Being a Patient Services Representative may require a bachelor’s degree in area of specialty. Explains policies and procedures to patients and refers them to the proper services. In addition, Patient Services Representative typically reports to a manager or head of a unit/department. Working as a Patient Services Representative typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work.

Patient Service Representative Job Description Template

Our company is looking for a Patient Service Representative to join our team.

Responsibilities:

  • Communicate with management all issues that impact the accurate, timely and complete accomplishment of all assigned tasks;
  • Respond to customer issues (intra – departmental, inter – departmental, and public) timely and to the satisfaction of the customer;
  • Customer Focus. Assess customers’ needs and consider customer in all decision – making processes to ensure a positive customer experience;
  • Secure authorization and referral if applicable;
  • Initiative. Readily accepts and incorporates changes into daily activities;
  • Communication. Provide constructive feedback and clearly express ideas;
  • Display dignity and respect in all interactions;
  • Investigate and identify patient – responsibility dollar amounts in order to successfully collect point – of – service payments when appropriate;
  • Authorizations for surgeries/procedures;
  • Referrals;
  • Other duties as assigned;
  • Handles all calls with efficiency and accuracy as well as exceptional customer service;
  • Answers phone calls from patients, guarantors, and insurance companies;
  • Recognizes and resolves insurance and billing errors;
  • Post optical insurance payments in Officemate.

Requirements:

  • Ability to multi – task and prioritize assignments;
  • Knowledge of insurances/benefits;
  • High School diploma or equivalent required; Some college preferred;
  • Experience with multi-line phone systems;
  • Demonstrated ability to work in a fast-paced environment;
  • Previous experience with an electronic health record preferred;
  • Customer service experience strongly preferred;
  • Positive and encouraging attitude;
  • High level of customer service essential;
  • Bilingual is a plus;
  • Three years previous related experience in a large complex healthcare setting;
  • Customer service experience;
  • Extensive knowledge of insurance/benefits, medical terminology and medical billing;
  • Demonstrated ability to work in an interactive environment;
  • Strong communication skills, independent worker, detailed-oriented, computer savvy.