Patient service representative

Patient Services Representative

Position will have to work extended hours) (8-6)

The Patient Service Representative (PSR) will work directly with Premier Community HealthCare Group’s patients on providing best-in-class customer service at the front desk of our health centers.

Will provide daily support for all patient check-in and check-out duties for medical and / or dental specialties.

Care Team Members serving in this role will make a direct impact on patient satisfaction and creating a positive first impression of their appointment experience.

Essential Duties and Responsibilities :

• Provide a best-in-class check-in and check-out experience for PCHG patients. Ensure patients are taken care of in a timely manner and maintain a high level of customer service and professionalism.
• Partner with the clinical staff to create a smooth check-in process and update patient information within all required systems in an appropriate timeframe to drive high patient satisfaction and low wait times.
• Collect and post payments for services not obtained in pre-registration process.
• Answer phones in a prompt, courteous and helpful manner.
• Assist patients with appointment scheduling, registration and general information as needed.
• Responsible for providing and / or issuing referrals. Process preventative care and non-urgent referrals that do not require an authorization as tasked by the provider.
• Utilize resources effectively and build relationships across Premier sites in order to perform their daily duties. Reaches out to Senior PSR, Registration team or Office Manager for guidance.
• Complete full registration process for walk-in patients and same day appointments.
• Escalate patient complaints, process issues and complicated registration and billing concerns to the Office Manager, Registration Supervisor or Billing Manager as appropriate.
• Answer multiple phone lines in a prompt, courteous, and helpful manner. Assist callers with non-clinical issues, appointment scheduling, and general site information and direct calls appropriately.
• Assist other care team members as needed and foster a positive work environment.
• Responsible for individual goals and giving suggestions for process improvement.
• Ensure confidentiality and HIPAA compliance at all times.
• Keep other care team members informed when situations occur that disrupts timely patient flow through site.
• Contribute to community give back initiatives and be an advocate for Premier’s mission
• Adhere to patient care needs and the core values of Premier Community HealthCare to a provide best-in-class patient experience.
• Work towards attaining department goals and drive Quality Improvement / Quality Assurance (QI / QA).
• Other duties as assigned.

Supervisory responsibilities : None

Knowledge, Skills and Abilities :

• Basic understanding of medical terminology and documentation.
• Ability to use basic mathematical skills.
• Able to perform repetitive tasks
• Maintains a professional relationship and positive attitude with co-workers, the public, patients, and the entire organization.
• Maintains the highest professional work ethics.
• Displays enthusiasm toward the work, mission, and vision of the organization.
• Exceptional customer service skills and demonstrating empathy and compassion to a diverse patient population.
• Ability to communicate effectively, verbally and in writing with multiple levels within the organization.
• Excellent grammar, spelling and interpersonal skills.
• Exhibits honesty and ethical conduct, maintaining confidentiality and upholding Premier Community HealthCare's values in all interactions

Qualifications :

• High School Diploma or GED
• CPR / BLS Certification preferred.
• Obtain and maintain Epic certification / annual compliance training throughout employment.

Working conditions and physical requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to lift 20 lbs. regularly and 30 lbs.-50 lbs. occasionally.
• Ability to sit for long periods of time.
• Direct exposure to computer screen.
• May be exposed to contagious / infectious diseases.

PI255024964

Last updated : 2024-11-19