Patient Service Representative
About The Position
The Patient Service Representative (PSR) is a member of the patient access team who delivers 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. The PSR helps patients schedule appointments, coordinates visit logistics, and supports 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. Travel between offices is required depending on office and location needs. The practice is Retina Group of Washington, a PRISM Vision Group Partner Practice, in Leesburg, Virginia. Compensation is $18.50–$31.89 per hour, based on experience and qualifications.
Requirements
- High school graduate or GED.
- 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 the 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 under 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.
- Ability to travel between offices as needed.
Nice To Haves
- At least 2 years of experience in a patient-facing healthcare function or another customer service function.
- Bilingual ability.
Responsibilities
- Schedule appointments and complete patient registration accurately in accordance with applicable policies and procedures.
- Initiate pre-registration and ensure patient demographic and insurance information is accurate, complete, and up to date.
- Verify insurance information, benefits, and referral information.
- Obtain and validate legal photo identification and, when applicable, insurance cards to confirm patient identity and coverage before services are rendered.
- Follow HIPAA standards for patient privacy and confidentiality.
- Support smooth patient flow through the clinical care process.
- Provide appointment and payment-policy information, including information about medical records, parking, cash policies, anticipated charges, and cancellations.
- Provide financial counseling at check-in, identify alternate funding resources, and establish 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 trouble spots and recurring problems in care delivery.
- Notify appropriate parties about 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
