Patient Service Representative

Summit Health CityMD•Murray, KY

10d

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 patient service while processing requests accurately and helping patients navigate care. The representative communicates with patients by telephone, email, and chat; schedules appointments; and updates patient records and insurance information. Healthcare-industry knowledge, including clinical terminology, insurance, medical billing, and EMR/HIN systems, 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.
Proficiency in basic computer operations and EMR.
Service center excellence.
Strong communication skills, including clear speaking, active listening, clarification, and effective verbal and written expression.
Ability to troubleshoot and investigate questions or complaints, with attention to detail and confidence using systems.
Adaptability, self-motivation, ability to work autonomously, and comfort navigating ambiguity.
Patient-focused service orientation, empathy, collaboration, and a solution-oriented approach.

Nice To Haves

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

Responsibilities

Answer inbound and outbound 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 use active listening to identify patient needs and provide timely information and solutions.
Communicate appointment details, insurance information, and medical questions by telephone, email, and chat.
Identify and 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 people acting on their behalf in patients’ electronic health records.
Use the EMR in accordance with organizational guidelines, 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 keep patient records current with care status.
Maintain surveillance ticklers and/or work with Health Information Technology to proactively identify patient care needs.
Navigate patients to care as assigned.