Patient Services Rep (Front Desk)

Proliance Surgeons•Bellevue, WA

About The Position

The Patient Services Representative (PSR) represents Proliance Surgeons and serves as a first point of contact for patients and their loved ones. The role acts as a liaison for patient appointments, accommodations, and access to physicians. It involves booking appointments and follow-ups, greeting patients, using appropriate medical terminology while verifying eligibility, processing related information, and coordinating with physicians and medical assistants to address acute scheduling problems. The PSR provides in-person and telephone customer service, manages patient check-in and records, verifies insurance and referral information, collects payments, and coordinates patient flow with clinical staff. The position requires accurate handling of personal health and financial information, compliance with privacy and safety requirements, and flexibility to assist with other duties as directed.

Requirements

High school diploma or equivalent.
1–2 years of relevant public-contact experience; medical office experience is preferred.
At least 1 year of front-office or reception experience; medical experience is preferred.
Superior customer service and strong interpersonal skills, including patience, composure, and cooperation with patients, physicians, and staff.
Follow safety, risk-management, and precautionary procedures, including OSHA/WISHA requirements, and maintain confidentiality in accordance with HIPAA.
Use time efficiently and demonstrate attention to quality, detail, accuracy, and completion.
Willingness and ability to work varied hours and dependable attendance.
Ability to remain objective and separate oneself personally from 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-motivated and able to work independently, meet standards of excellence, and overcome obstacles with little supervision.
Ability to prepare records according to detailed instructions.
Ability to type with speed and accuracy.

Nice To Haves

Experience with practice management systems.

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 established protocols and office scheduling policies.
Check in new and established patients, verify information, confirm insurance and referrals, and ensure consent forms and patient information are current in practice management and electronic medical record systems.
Answer the multiline phone system, screen and direct calls, take messages, and route messages to appropriate staff or physicians.
Identify payor sources and verify insurance eligibility and financial status.
Enter personal health and financial information accurately into the practice management system while protecting patient privacy in accordance with applicable laws.
Assist patients with check-in and completion of paperwork or forms as needed.
Proactively communicate appointment status, wait times, and cancelled or rescheduled appointments.
Review records for completeness, print necessary updates, and organize records.
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.
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.