Patient Services Rep (Front Desk)

Proliance Surgeons•Bellevue, WA

2d•$20 - $32

About The Position

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 scheduling appointments and follow-ups, greeting patients, using appropriate medical terminology to verify eligibility, processing information, and coordinating with physicians and medical assistants about acute scheduling issues. The PSR provides in-person and telephone customer service, supports patient check-in, maintains accurate and current records in practice management and electronic medical record systems, verifies insurance and referrals, and handles payments due on patient accounts. The position also coordinates patient flow with the clinical team, communicates appointment updates, and follows organizational policies and applicable privacy and safety requirements.

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 and interpersonal skills, including patience, composure, and cooperation.
Ability to work well with patients, physicians, and staff.
Adherence to OSHA/WISHA safety, risk management, and precautionary procedures, and respect for HIPAA confidentiality.
Ability to use time efficiently and maintain 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-motivation and ability to work independently with little supervision and meet standards of excellence.
Ability to prepare records according to detailed instructions.
Ability to type with speed and accuracy.

Nice To Haves

Practice management experience.
Experience in a medical office environment.
Medical front office or reception 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, conferences, and meetings as requested.
Check in established and new patients and verify information, insurance, referrals, and financial status.
Ensure consent forms and patient information are current in practice management and electronic medical record systems.
Answer and screen calls on a multiline phone system, take messages, and direct calls and messages to appropriate staff or physicians.
Enter personal health and financial information accurately while protecting patient privacy in compliance 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 put records in order.
Review physician clinic schedules for accuracy.
Collect and post co-pays, coinsurances, pre-payments, and account balances due.
Coordinate with medical assistants and the clinical team to facilitate patient flow.
Arrange 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.
Follow safety, risk management, precautionary, confidentiality, and patient privacy procedures.