Patient Service Representative (PSR) Position Summary : The Patient Service Representative (PSR) serves as the first point of contact for patients and visitors at Novus Health. This role is responsible for creating a welcoming and professional experience while supporting efficient clinic operations through appointment scheduling, patient registration, insurance verification, communication coordination, and administrative support. The PSR plays a critical role in ensuring a positive patient experience, facilitating access to care, and maintaining accurate patient information. The PSR demonstrates exceptional customer service skills, strong attention to detail, and the ability to thrive in a fast-paced healthcare environment.
**This position works across two NOVUS Health locations, including approximately 1.5 days per week at the NOVUS Health Northside clinic located at Peter & Paul Community Campus, where the PSR provides front desk support for clinic operations** Essential Responsibilities Patient Experience & Front Desk Operations - Greet patients, visitors, and vendors in a professional and courteous manner.
- Provide exceptional customer service and create a positive patient experience.
- Answer incoming phone calls and respond to patient inquiries promptly and professionally.
- Manage patient check-in and check-out processes.
- Maintain patient confidentiality and privacy in accordance with HIPAA regulations.
- Address patient concerns and escalate issues appropriately when necessary.
- Ensure waiting and reception areas remain organized and welcoming.
Scheduling & Access to Care - Schedule, reschedule, and confirm patient appointments.
- Coordinate provider schedules to maximize efficiency and patient access.
- Manage appointment reminders and follow-up communications.
- Assist patients with telehealth appointment preparation and access.
- Monitor cancellations and waitlists to optimize clinic scheduling.
Registration & Insurance Verification - Collect and verify patient demographic and insurance information.
- Obtain required registration forms and patient consents.
- Verify insurance eligibility and benefits prior to appointments.
- Review and explain financial policies, copayments, and patient responsibilities.
- Maintain accurate patient records within the Electronic Health Record (EHR) system.
- Identify and resolve registration and insurance discrepancies.
Administrative Support - Process incoming and outgoing correspondence, faxes, and medical records requests.
- Scan, upload, and maintain electronic patient documents.
- Support providers and clinical staff with administrative requests.
- Manage incoming patient forms and ensure timely completion.
- Assist with patient portal enrollment and utilization.
- Perform general office duties including filing, data entry, and document management.
- Travel to other locations to support administrative needs.
Revenue Cycle Support - Collect copayments, deductibles, and outstanding balances according to organizational policies.
- Process payments accurately and maintain proper documentation.
- Support claim resolution activities through accurate demographic and insurance data collection.
Team Collaboration - Collaborate with providers, nurses, care coordinators, and administrative staff to support patient care.
- Participate in staff meetings and organizational initiatives.
- Assist with workflow improvement efforts to enhance patient satisfaction and operational efficiency.
- Promote a positive, team-oriented work environment.
- Coordinate lunches with pharmaceutical representatives
Quality & Compliance Responsibilities - Adhere to all HIPAA, OSHA, and organizational policies and procedures.
- Maintain confidentiality of patient and organizational information.
- Ensure accurate and timely documentation of patient interactions.
- Follow established protocols for patient identification and registration.
- Support patient safety and quality improvement initiatives.
- Maintain compliance with all applicable healthcare regulations.
Required Qualifications: - High School Diploma/GED
- 1 year of medical insurance verification experience
Preferred Qualifications: - Experience with eClinicalWorks is a major plus
- 1 year of front desk experience
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