Patient Service Representative

Summit Health•Murray, KY

12d

About The Position

The Patient Service Representative provides inbound and outbound phone support using telephony and electronic medical record (EMR) systems. The role focuses on delivering empathetic, high-quality service to patients while processing requests accurately. Responsibilities include scheduling appointments, communicating information and solutions across telephone, email, and chat, collecting patient demographic and insurance information, documenting interactions in electronic health records, and helping coordinate care. The representative follows EMR, HIPAA, and patient confidentiality guidelines and uses the Health Information Exchange (HIN) and related systems to support care coordination and keep records current. Experience in a contact center is important; healthcare industry knowledge is preferred but not required.

Requirements

High school diploma or GED.
At least 1 year of experience working in a fast-paced, high-growth call center.
Excellent telephone etiquette.
Basic computer operations and EMR skills.
Service center excellence.
Ability to provide accurate system processing and pay attention to detail.
Ability to troubleshoot and investigate questions or complaints.
Strong verbal and written communication skills.
Ability to adapt to frequent or unexpected changes and work autonomously.

Nice To Haves

Experience in the medical or health insurance field.
Knowledge of clinical terminology, insurance, medical billing processes, and EMR/HIN systems.
Bilingual in English and Spanish.

Responsibilities

Answer phone calls in a patient, empathetic, and communicative manner.
Process requests with a high degree of operational accuracy.
Resolve problems patiently and provide knowledgeable, thoughtful service.
Schedule appointments and listen actively to identify and address patient needs.
Communicate appointment details, insurance information, and medical questions by telephone, email, and chat.
Address barriers to care, including language, transportation restrictions, and financial needs.
Collect and update new patients’ demographic and insurance information.
Document interactions with patients and others acting on patients’ behalf in electronic health records.
Follow organizational EMR guidelines and comply with HIPAA and patient confidentiality standards.
Maintain access to the Health Information Exchange (HIN) and related systems.
Use HIN and related systems to gather information for care coordination and update patient records with care status.
Maintain surveillance ticklers and/or work with Health Information Technology to identify patient care needs proactively.
Navigate patients to care, as assigned.