Patient Services Rep - Call Center

Proliance Surgeons•Renton, WA

23h•$22 - $32

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 PSR acts as a liaison for patient appointments, accommodations, and access to physicians. The role includes scheduling appointments and follow-ups, greeting patients, using appropriate medical terminology while verifying eligibility, processing information, and coordinating with physicians and medical assistants about acute scheduling issues. The position provides customer service in person and by phone, supports patient check-in and records, verifies insurance and referral information, collects patient payments, and coordinates patient flow with clinical teams. The PSR must follow organizational policies and applicable privacy and safety procedures.

Requirements

High school diploma or equivalent.
1–2 years of relevant public-contact experience.
At least 1 year of front-office or reception experience.
Superior customer service and 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 while maintaining quality, detail, accuracy, and task completion.
Flexibility to work varied hours and dependable attendance.
Ability to remain objective and 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-motivation and ability to work independently with little supervision, measure performance against standards, and overcome challenges.
Ability to prepare records in accordance with detailed instructions.
Ability to type with speed and accuracy.

Nice To Haves

Experience in a medical office environment.
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 up to date in practice management software and electronic medical record systems.
Answer and screen calls on a multiline phone system, take messages, schedule appointments, and direct calls or messages to appropriate staff or physicians.
Identify payor source and verify insurance eligibility and financial status.
Accurately enter personal health and financial information into the practice management system while protecting patient privacy.
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, coinsurances, pre-payments, and outstanding account balances.
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 other duties and assist others as directed.
Follow policies introduced during onboarding, updated in real time, and outlined in the Associate Handbook.