Patient Services Rep - Front Desk

Proliance Surgeons•Renton, WA

About The Position

The Patient Services Representative (PSR) represents the face of Proliance Surgeons and serves as a first point of contact for patients and their loved ones. The PSR acts as a liaison for patient appointments, accommodations, and access to physicians. The role includes booking appointments and follow-ups, greeting patients, using appropriate medical terminology when verifying eligibility, processing information, and coordinating with physicians and medical assistants on acute scheduling issues. The PSR provides customer service in person and over the phone, manages patient check-in and scheduling, verifies insurance and referrals, maintains accurate patient and financial information in practice management and electronic medical record systems, and supports the flow of patients in coordination with the clinical team. The role requires compliance with privacy, safety, risk-management, and office policies.

Requirements

High school diploma or equivalent.
1–2 years of relevant public-contact experience; medical office experience preferred.
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.
Adherence to safety, risk-management, and precautionary procedures, including OSHA/WISHA and HIPAA confidentiality requirements.
Efficient use of time with attention to quality, detail, accuracy, and completion.
Willingness and ability to work varied hours and maintain dependable attendance.
Ability to remain objective and personally separate from challenging situations.
Ability to adapt to change, delays, and unexpected events while maintaining a positive mindset.
Clear oral and written communication skills.
Ability to provide feedback to improve performance.
Self-motivation and ability to work independently, meet standards of excellence, and overcome obstacles with little supervision.
Ability to prepare records in accordance with detailed instructions.
Ability to type with speed and accuracy.

Nice To Haves

Practice management experience.

Responsibilities

Provide exemplary customer service in person and over the phone.
Greet and direct patients, vendors, and visitors.
Schedule appointments according to established protocols and office policies, including follow-ups.
Check in established and new patients and verify their information, insurance, and referrals.
Ensure consent forms and patient information are current in practice management software and electronic medical record systems.
Answer the multiline phone system, screen calls as needed, take messages, schedule appointments, and direct calls or messages to appropriate staff or physicians.
Identify payor source and verify insurance eligibility and financial status.
Enter personal health and financial information accurately into the practice management system while complying with privacy laws.
Assist patients with check-in and completion of paperwork or forms when necessary.
Communicate proactively about appointment status, wait times, and cancelled or rescheduled appointments.
Review records for completeness, print necessary updates, and put records in order.
Review physician clinic schedules for accuracy.
Collect and post co-pays, coinsurances, pre-payments, and balances due on patient accounts.
Coordinate with medical assistants and the clinical team to facilitate patient flow.
Schedule appointments, conferences, and meetings in person as requested.
Schedule interpreters for patient appointments as needed.
Complete assigned duties and assist others as directed.
Follow policies introduced during associate onboarding, updated in real time, and outlined in the Associate Handbook.