Patient Services Representative
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. Duties include booking appointments and follow-ups, greeting patients, using appropriate medical terminology to verify eligibility, processing information, and coordinating with physicians and medical assistants on acute scheduling issues. The position cross-trains between the call center and front desk and works where the need is greatest. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The position is on-site in the Puyallup/Bonney Lake area.
Requirements
- High school diploma or equivalent.
- 1–2 years of relevant public-contact experience, preferably in a medical office environment.
- 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 requirements and HIPAA confidentiality.
- 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 detached from difficult situations.
- Ability to 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, meet standards of excellence, and overcome challenges with little supervision.
- Ability to prepare records according to detailed instructions.
- Ability to type quickly and accurately.
Nice To Haves
- Practice management experience.
Responsibilities
- Provide exemplary customer service in person and over the phone.
- Greet and direct patients, vendors, and visitors.
- Follow established protocols to schedule appointments; check in established and new patients and verify their information; confirm insurance and referrals; and 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; schedule appointments according to office policies; and direct calls and 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 federal and local privacy laws.
- Assist patients with check-in and completion of paperwork or forms as needed.
- Communicate appointment status, wait times, and cancelled or rescheduled appointments proactively.
- Review records for completeness, print necessary updates, and organize records.
- Review physician clinic schedules for accuracy.
- Collect and post copayments, coinsurance, prepayments, 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 introduced during new associate onboarding, updated in real time, and outlined in the Associate Handbook.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
