Patient Service Representative

Prism Vision Group•Rockville, MD

15d•$19 - $32•Onsite

About The Position

The Patient Service Representative (PSR) is a member of the patient access team responsible for delivering customer service throughout the patient care journey. The role manages patient access functions, including inbound and outbound communications by telephone, online platforms, and in-person interactions. The PSR assists patients with scheduling appointments, coordinating visit logistics, and supporting a seamless experience from initial contact through follow-up care. The position is full-time and non-exempt, with hours of 7:30 a.m. to 5 p.m., Monday through Friday. It is based at Retina Group of Washington, a PRISM Vision Group Partner Practice, in Fairfax, Virginia, and requires travel between offices based on office and location needs. Compensation is $18.50–$31.89 per hour, based on experience and qualifications. The work takes place in an office environment with a controlled atmosphere. There may be exposure to staff or patients with communicable diseases and blood-borne pathogens.

Requirements

High school graduate or GED.
At least 2 years of experience in a patient-facing healthcare function or another customer service function is preferred.
Excellent verbal and written communication skills in English.
Strong critical-thinking, analytical, troubleshooting, problem-resolution, and customer-service skills.
Mathematical and cash-management skills.
Excellent interpersonal skills and ability to work effectively with physicians, coworkers, other departments, and patients of varied ages and cultural and socioeconomic backgrounds.
Ability to work as an integral team member with minimal supervision in a fast-paced, complex environment.
Ability to demonstrate tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
Computer literacy and ability to use multiple systems and become proficient in multiple electronic systems.
Proficiency with Microsoft Office Suite.

Nice To Haves

Bilingual ability.

Responsibilities

Schedule appointments and complete patient registration accurately, following appointment-scheduling and registration policies and procedures.
Initiate pre-registration and ensure patient demographic and insurance information is accurate, complete, and up to date in the patient chart.
Verify insurance information, benefits, and referral information.
Obtain legal photo identification and, where applicable, insurance cards; validate patient identity and coverage before services are provided.
Follow HIPAA standards for patient privacy and confidentiality.
Support smooth patient flow through the clinical care process.
Provide appointment and payment-policy information, including details about medical records, parking, cash policies, anticipated charges, and cancellation policies.
Provide upfront financial counseling at check-in, including identifying alternate funding resources and establishing payment plans.
Advise patients of financial obligations and collect funds according to established guidelines.
Act as a liaison and advocate for patients, physicians, and staff to facilitate care; identify and resolve problems and recurring issues in care delivery.
Notify appropriate parties of appointment times, referral criteria, insurance verification, and prior-authorization requirements.
Train other patient services representatives and provide excellent customer service.
Comply with company policies and standards.