Patient Services Representative

Robert C. Byrd Clinic•Lewisburg, WV

4d•Onsite

About The Position

WVSOM Health is seeking a Patient Services Representative (PSR) to serve as the first point of contact for patients who call or visit the clinic. The role focuses on facilitating and enhancing patient access to appointments and services while providing professional, caring customer service to patients, vendors, insurance companies, and medical facilities. The PSR greets and checks in patients, verifies and updates demographic and insurance information, collects payments, obtains required consent forms, assists with paperwork, schedules appointments, and performs administrative and customer-service tasks. The position also supports patient communications and record management, helps medical staff with documentation, and works collaboratively with providers and healthcare teams to improve clinic efficiency. The role may require travel to other work locations to provide coverage and includes other duties as assigned to meet clinic needs. The position reports to the Patient Services Supervisor and is classified as non-exempt. Employees are expected to meet WVSOM Health’s customer service standards, maintain confidentiality and professionalism, and report patient safety concerns and hazardous conditions. Employment is contingent on successful completion of a post-offer drug screen, I-9 documentation, and a background investigation, including review of applicable government-program sanctions or exclusions.

Requirements

High school diploma or equivalent.
One year of administrative or customer service experience.
Excellent verbal and written communication skills.
Ability to work collaboratively with administrative and clinical team members.
Strong organizational and multitasking abilities.
Attention to detail and accuracy.
Problem-solving and critical-thinking skills, including the ability to adjust schedules as needed.
Effective time management and prioritization skills.
Strong patient-care and customer-service orientation, with the ability to be caring and patient.
Ability to work independently and as part of a team.
Flexibility to adapt to change.
Self-motivation and ability to work with minimal supervision.
Good judgment, a positive attitude, and resourcefulness.
Strong computer skills, including Word, Excel, and Outlook.
Active listening skills and the ability to interpret patient needs.
Strict adherence to patient confidentiality and HIPAA regulations.
Knowledge of medical terminology and insurance policies.

Nice To Haves

Previous experience as a receptionist in a medical practice or hospital.
Experience with Athena EHR/PM software.
Experience in a Rural Health Clinic or Federally Qualified Health Center (FQHC).

Responsibilities

Greet and direct patients and visitors promptly, courteously, and professionally.
Verify and update patient demographic and insurance information at each visit.
Collect patient copayments and outstanding balances.
Ensure patients have signed and completed required consent forms before treatment.
Schedule and reschedule appointments in accordance with medical terminology and clinic and provider scheduling guidelines.
Manage and update patient waitlists and call lists.
Contact patients to make and confirm appointments and address service-related issues to help reduce cancellations and no-shows.
Assist patients with paperwork, including work and school excuses.
Assist medical staff with information needed to complete medical documents and verify the accuracy of patient information in the EHR.
Manage initial patient complaints and feedback professionally.
Manage and relay written, verbal, and electronic communications, including patient cases, portal messages, and result notes.
Collaborate with patients, providers, and healthcare teams to improve efficiency.
Scan medical documents and assist with patient record management.
Screen and route patient calls to other departments efficiently.
Assist other members of the medical team as needed.
Print patient care instructions and review the after-visit summary, including upcoming facility appointments and orders placed during the visit.
Print radiology orders and direct patients to the radiology department as appropriate.
Call patients and relay messages that do not require medical decision-making, as needed.
Demonstrate honesty, discretion, confidentiality, and professionalism in all interactions.
Report patient safety concerns and hazardous conditions promptly and appropriately.
Maintain a work area free of clutter that could obstruct patient views or movement.
Serve as a role model of professional behavior.
Assist with quality programs such as PQRS, PCMH, and related care coordination efforts.
Travel to other work locations to provide coverage when required.
Perform other duties as assigned to meet clinic needs.