Patient Service Representative

Forefront Dermatology•Goldsboro, NC

About The Position

The Patient Service Representative is a primary point of contact for patients in a dermatology and/or plastics clinic. The role supports a welcoming and efficient patient experience through registration, appointment scheduling, electronic health record and practice-management activities, payment collection, and accurate front-desk operations. The representative also helps coordinate clinic workflow, communicate with patients and staff, and protect confidential information. The position includes opening and closing the clinic; managing patient check-in and check-out; scheduling and appointment outreach; preparing and organizing patient records; handling calls and payments; supporting retail inventory and front-desk reporting; and helping guide front-desk team members when assigned. The representative must maintain patient confidentiality and handle concerns professionally, escalating issues as appropriate.

Requirements

High School Diploma or GED required.
Proficiency with Microsoft Office Suite, electronic health record systems, and scheduling or practice-management systems.
Strong customer service, organizational, communication, and multitasking skills in a fast-paced clinical environment.
Ability to work collaboratively with clinicians, staff, patients, and the public while maintaining a professional and positive demeanor.
Ability to handle sensitive information with discretion and maintain patient confidentiality in accordance with HIPAA.
Meet any applicable state-required credentials or qualifications.

Nice To Haves

Medical office, front-desk, customer service, or comparable administrative experience preferred.

Responsibilities

Open and close the clinic; count, document, and reconcile cash boxes and daily payment totals.
Greet, check in, and check out patients; verify and update demographic, insurance, consent, and other required information in electronic systems.
Collect co-pays, account balances, cosmetic payments, and retail sales payments; issue receipts and maintain accurate payment and cash-log documentation.
Maintain a welcoming waiting-room environment and communicate appointment delays as appropriate.
Schedule, reschedule, and confirm appointments; monitor additions, cancellations, no-shows, recalls, and daily schedule changes.
Complete patient outreach to support scheduling, recalls, insurance or payor verification, and required appointment information.
Prepare upcoming appointments by reviewing charts for required forms, referrals, eligibility, and other documentation.
Scan, organize, and manage records such as referrals, lab results, prior authorizations, and medical-record releases in the electronic health record.
Answer, screen, and route incoming calls; take messages and coordinate appropriate handoffs with billing, the central call center, clinicians, and other teams.
Coordinate referrals and appointment requests according to company procedures and clinician schedule templates.
Process and track retail products and inventory in accordance with standard operating procedures.
Support accurate front-desk documentation, fee-ticket reconciliation, end-of-day reporting, and communication of discrepancies to leadership.
Assist with onboarding and day-to-day guidance for front-desk team members, as assigned.
Handle patient concerns professionally and escalate service-recovery issues or complex questions to the appropriate leader.
Complete required compliance training and meetings and perform other assigned duties.