Patient Service Representative- Privia Imaging

Privia Health • Houston, TX

5h

About The Position

The Patient Service Representative is the primary point of contact for our patients, managing both in-person arrivals and a high volume of telephonic inquiries. This role greets, instructs, and directs patients/visitors while maintaining professional call-handling standards. The PSR ensures clinical schedules are optimized through efficient check-in/out and proactive phone management.

Requirements

• 2+ years of experience in a clinical setting or high-volume medical call center.
• Exceptional verbal communication skills with the ability to convey empathy and clarity over the phone while simultaneously entering data.
• Technical proficiency navigating EHR software
• Strong organizational skills
• High School Graduate or GED

Responsibilities

• Act as the primary responder for inbound calls and manage multiple phone lines with professional etiquette to ensure minimal hold times.
• Manage patient communications via phone, email, and patient portals to confirm appointments and answer non-clinical inquiries.
• Greet in-person visitors and perform "virtual check-ins" over the phone to verify all demographic and insurance information at every touchpoint.
• Navigate Electronic Health Record (EHR) systems to schedule, reschedule, and cancel appointments according to specific provider protocols.
• Collect co-pays, co-insurance, or balances over the phone and in person.
• Direct patients to Patient Financial Specialists (PFS) for complex financial agreements or insurance updates.
• Communicate real-time schedule updates, such as late arrivals or urgent "work-ins," to clinical staff to maintain steady patient flow.
• Monitor call queues and patient wait times, utilizing de-escalation techniques when necessary to ensure a positive patient experience.
• Batch and balance all monies and transactions daily and complete end-of-shift activity reports with 100% accuracy.
• Follow all HIPAA guidelines regarding the protection of Personal Health Information (PHI) in both verbal and digital formats.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED