Patient Services Representative

Palms Medical Group•Gainesville, FL

20d

About The Position

The Patient Services Representative (PSR) is the first point of contact for patients and other stakeholders seeking access to care at Palms Medical Group (PMG). The role schedules appointments, verifies patient information, and communicates accurate and timely information about PMG services. The PSR provides a high standard of customer service and supports an efficient, effective patient experience. The position also handles patient outreach and follow-up, insurance verification, pre-visit workflows, documentation, and administrative duties. It requires sound judgment, organization, attention to detail, and the ability to work independently and as part of a team in a fast-paced call center environment while handling confidential information.

Requirements

High school diploma or equivalent.
Excellent customer service skills and sound judgment in handling calls.
Organized, self-starting, and detail-oriented approach to work.
Ability to work independently and as part of a team.
Ability to work quickly, multitask, and handle a call center environment.
Ability to handle confidential and sensitive information.
Working knowledge of computers, multiline telephones, headsets, and copier/scanner/fax equipment.
Ability to navigate and use Microsoft Office products, including Word, Excel, and Teams.
Ability to become proficient with Nextgen, LUMA, QueueMetrics, and other systems required for the job.
Ability to communicate complex or technical information effectively to coworkers, patients, and vendors.
Ability to communicate with people of various ages, educational levels, and cultural backgrounds, in person or by telephone.
Ability to make decisions with little guidance.
Ability to perform the stated physical demands, including standing and sitting for long periods, viewing a computer monitor for long periods, bending, stretching or reaching, walking short distances, and lifting up to 50 pounds.
Ability to work in settings involving exposure to potentially violent or irate patients, infectious or contagious illness, chemicals, inhalation of antibiotics during reconstitution, X-ray radiation, and a variety of scents and odors.

Nice To Haves

Prior customer service experience, especially in a healthcare or call center environment.

Responsibilities

Answer incoming calls promptly and professionally and schedule patient appointments according to PMG guidelines and protocols.
Enter and update patient demographic information in the electronic health record (EHR).
Inform patients about documentation required for appointments, such as identification, insurance cards, medications, fees, hospital discharge records, and income verification when applicable.
Monitor and respond to voicemails for assigned offices and provide clear, supportive responses to patient inquiries.
Direct calls to appropriate departments or personnel, escalate calls according to procedures, and document communications and activities accurately.
Meet or exceed established performance metrics.
Make outbound calls to cancel or reschedule appointments and contact patients after ER referrals to arrange hospital follow-up appointments.
Review quality portals to schedule hospital follow-up appointments.
Update copay and insurance fields and verify coverage through EHR tools or external portals.
Prepare patient charts by transferring updated information from check-in software into the EHR, including insurance, scanned cards, demographics, and fees.
Send pre-visit communications and alerts to patients and patient advocates.
Maintain knowledge of insurance types and related terms, including deductibles, premiums, PPOs, HMOs, and provider charges.
Assist with special projects as call volume permits and perform other duties as assigned by the Patient Services Coordinator, Patient Services Manager, EVP of Patient Services, or CEO.
Assist with training and mentoring coworkers by sharing knowledge, providing guidance, and supporting skill development.
Use universal precautions in clinical or exposure situations as required by applicable guidelines and laws.