Patient Services Rep

Proliance Surgeons•Seattle, WA

3d•Onsite

About The Position

At Proliance Surgeons - Orthopedic Specialists of Seattle, the Patient Services Representative (PSR) is the first point of contact for patients and their loved ones and serves as a liaison for appointments, accommodations, and access to physicians. The role includes booking appointments and follow-ups, greeting patients, verifying eligibility, processing relevant information, and coordinating with physicians and medical assistants to address acute scheduling needs. The position requires travel between the Wallingford and Ballard offices based on business needs. The PSR provides patient-facing and phone customer service, supports check-in and registration, maintains accurate patient information in practice management and electronic medical record systems, verifies insurance and referrals, collects patient payments, and helps coordinate patient flow. The representative also supports clinic schedules, interpreters, records, and other office duties while following organizational policies and privacy requirements.

Requirements

High school diploma or equivalent.
1–2 years of relevant public-contact experience, preferably in a medical office environment.
At least 1 year of front-office or reception experience; medical experience preferred.
Superior customer-service skills.
Strong interpersonal skills, including patience, composure, cooperation, and the ability to work well with patients, physicians, and staff.
Follow safety, risk-management, and precautionary procedures, including OSHA/WISHA requirements and HIPAA confidentiality.
Use time efficiently with attention to quality, detail, accuracy, and completion.
Flexibility to work varied hours and dependable attendance.
Ability to remain objective and separate oneself personally from situations.
Ability to adapt to change, delays, or unexpected events while maintaining a positive mindset.
Clear oral and written communication skills.
Ability to provide feedback to improve performance.
Self-motivated and able to work independently, meet standards of excellence, and overcome challenges with little supervision.
Ability to prepare records according to detailed instructions.
Ability to type with speed and accuracy.

Nice To Haves

Practice management experience.

Responsibilities

Provide exemplary customer service in person and by phone; greet and direct patients, vendors, and visitors.
Schedule patient appointments and follow-ups according to office protocols and scheduling policies.
Check in new and established patients; verify information, insurance, referrals, eligibility, and financial status; ensure consent forms and patient information are up to date in practice management and electronic medical record systems.
Answer and screen calls on a multiline phone system, take messages, schedule appointments, and direct calls and messages to appropriate staff or physicians.
Enter patient health and financial information accurately while protecting patient privacy and complying with applicable laws.
Assist patients with check-in and completion of paperwork or forms as needed.
Communicate appointment status, wait times, and cancellations or rescheduling proactively.
Review records for completeness, print necessary updates, and organize records.
Review physician clinic schedules for accuracy.
Collect and post co-pays, coinsurance, prepayments, and account balances due.
Coordinate patient flow with medical assistants and the clinical team.
Schedule appointments, conferences, and meetings in person as requested.
Arrange interpreters for patient appointments as needed.
Complete other duties and assist others as directed.
Follow policies communicated during onboarding, updated in real time, and outlined in the Associate Handbook.
Travel between the Wallingford and Ballard offices based on business needs.