Patient Service Representative - Heartland River City

Heartland Community Health Center•Lawrence, KS

12d•Onsite

About The Position

A Patient Services Representative (PSR) at Heartland plays a vital role in the health center, ensuring patients have a positive experience from their first point of contact to their final interaction. The role combines administrative and customer service duties and requires excellent communication skills, empathy, attention to detail, and the ability to manage stress and remain composed in a fast-paced, sometimes high-pressure setting. The PSR must be able to handle difficult situations and calm distressed patients to help maintain a safe and supportive atmosphere. A foundational understanding of medical or dental terms is highly preferred. The position supports patient interactions, appointment scheduling, patient records management, insurance and billing tasks, and general office administration. It also requires protecting patient privacy and complying with HIPAA. The role is based at Heartland Community Health Center or Heartland at River City, at 1312 W. 6th Street. The schedule averages 40 hours per week, with shifts typically lasting eight hours; the supervisor may alter the schedule as needed.

Requirements

High school diploma or equivalent.
Complete a Mental Health First Aid Certificate within 90 days of hire.
Excellent interpersonal and communication skills.
Proficiency with EHR systems and basic computer applications, such as MS Office and MS Teams.
Strong organizational skills and attention to detail.
Ability to handle sensitive and confidential information.
Problem-solving skills and the ability to work under pressure.
Ability to read, write, and speak English and exchange accurate information with patients.
Ability to adhere to process protocols and procedures.

Nice To Haves

Additional education or certification in healthcare administration or a related field.
Previous experience in a healthcare setting or patient service role.
A foundational understanding of medical or dental terminology.

Responsibilities

Greet patients and visitors in a friendly and professional manner.
Assist patients with check-in and check-out processes.
Answer phone calls and respond to questions about appointments, services, and general information.
Address and resolve patient complaints or concerns promptly and professionally, escalating complex issues as appropriate.
Provide information about the facility’s services, policies, and procedures.
Facilitate communication between patients and clinical staff and help ensure services are accessible to all patients.
Use de-escalation techniques to manage conflicts and help maintain a safe, supportive atmosphere.
Respond to crisis phone calls or interactions as needed and connect patients with crisis services.
Handle patient inquiries and tasks efficiently, minimize wait times, and provide accurate and complete information.
Schedule and confirm appointments to support optimal use of provider templates.
Coordinate with clinical staff regarding urgent appointments, triage, walk-ins, appointment availability, and scheduling conflicts.
Maintain and update patient records in the electronic health record (EHR) system when patients arrive.
Protect the accuracy and confidentiality of patient information in compliance with HIPAA.
Verify insurance information and assist with pre-authorization processes.
Collect co-pays, deductibles, and other payments; provide receipts and handle financial transactions.
Assist with basic billing questions and connect patients with the billing department to resolve discrepancies.
Prepare and manage patient paperwork, including consent forms, medical histories, and insurance documentation.
Perform general office duties such as filing, faxing, scanning, and mail distribution.
Keep waiting and reception areas clean and organized.
Limit patient-information access to authorized personnel, securely dispose of documents, and discuss sensitive information in private.
Verify caller and patient identities before sharing patient or appointment information.
Use secure channels for electronic communications involving patient information and avoid disclosing unnecessary sensitive details when scheduling.
Operate office equipment and follow process protocols and procedures.