Patient Services Representative

Position Summary

The Patient Services Representative serves as the first point of contact for patients, visitors, and callers. This position is responsible for providing exceptional customer service, greeting patients, scheduling appointments, answering and directing phone calls, verifying patient information, and supporting the efficient operation of the health center. The role requires excellent communication skills, professionalism, and the ability to maintain confidentiality in accordance with HIPAA regulations.

Essential Functions

The following duties are fundamental to the position:

(Duties may include, but are not limited to, the following):

Front Desk Operations

• Greet patients and visitors in a courteous and professional manner.
• Check patients in and out for appointments.
• Obtain and update patient demographic and insurance information.
• Confirm insurance eligibility prior to visit
• Collect copayments and process payments as required.
• Ensure patient registration forms and required documentation are completed accurately.
• Maintain an organized and welcoming reception area.
• Answer questions regarding office procedures and services.

Appointment Scheduling and Telephone Support

• Answer incoming calls promptly and professionally.
• Schedule, reschedule, and cancel patient appointments.
• Assist patients in selecting appropriate appointment dates and times.
• Verify provider availability and appointment eligibility.
• Contact patients regarding appointment reminders, changes, or cancellations.
• Route calls and messages to providers and staff as appropriate.
• Respond to patient inquiries and requests while providing excellent customer service.
• Consult with patients regarding relevant social programs and assist with documentation for programs and sliding fee

Administrative Support

• Maintain accurate patient records within the electronic health record (EHR) system.
• Scan and file documents as needed.
• Process incoming and outgoing mail, faxes, and correspondence.
• Assist with patient referrals and authorizations as directed.
• Support clinic staff with administrative projects and tasks.
• Maintain confidentiality of patient information at all times.

Compliance and Customer Service

• Comply with HIPAA and all organizational policies and procedures.
• Provide culturally sensitive and patient-centered service.
• Resolve routine patient concerns and escalate issues when necessary.
• Promote a positive patient experience and professional image of the organization.

Minimum Qualifications

Education:

• High school graduate or equivalent required.
• Medical office or healthcare administration training preferred.

Experience:

• One (1) year of customer service, receptionist, call center, or healthcare office experience preferred.
• Experience with appointment scheduling and multi-line phone systems preferred.
• Experience using electronic health records (EHR) systems is a plus.
• Bi-Lingual in Spanish, Hindi, Punjabi, or other languages represented by our patients is preferred.

Knowledge of:

• Knowledge of basic office procedures and computer applications.
• Proficiency in Microsoft Office and data entry.
• Knowledge of social programs available to patients

Ability to:

• Ability to work in a fast-paced healthcare environment.
• Ability to maintain patient confidentiality and professionalism.
• Ability to multitask and prioritize competing responsibilities.

Skills:

• Stress management sufficient to maintain a professional demeanor while dealing with upset customers.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Strong organizational skills and attention to detail.

Competencies

Customer Service Excellence

• Greet patients and visitors professionally.
• Answer questions regarding office procedures and services.
• Respond to patient inquiries and requests.
• Resolve routine patient concerns.
• Promote a positive patient experience.
• Maintain a welcoming reception area.

Professionalism

• Maintain a professional image of the organization.
• Interact respectfully with patients, visitors, providers, and staff.
• Adhere to organizational policies, procedures, and standards of conduct.
• Maintain confidentiality and exercise discretion when handling sensitive information.

Communication Skills

• Answer incoming calls promptly and professionally.
• Route calls and messages appropriately.
• Contact patients regarding appointment reminders, changes, or cancellations.
• Explain procedures, services, and program requirements.
• Communicate effectively with clinic staff and patients.

Attention to Detail

• Verify insurance eligibility.
• Ensure forms are complete and accurate.
• Maintain accurate patient records.
• Process payments and documentation correctly.

Teamwork

• Route information appropriately.
• Assist clinic staff with projects and tasks.
• Coordinate referrals and authorizations.
• Collaborate with providers and support staff.

Confidentiality

• Comply with HIPAA requirements.
• Maintain confidentiality of patient information.
• Follow organizational policies and procedures.
• Ensure documentation meets compliance standards.

Reliability and Dependability

• Ensure patient registration and scheduling activities are completed accurately.
• Follow established front-desk workflows and procedures.
• Maintain accurate patient records and documentation.
• Complete assigned administrative tasks and projects.
• Consistently comply with attendance, scheduling, and operational requirements.
• Follow through on patient requests, referrals, authorizations, and communications.

Time Management

• Manage patient check-in and check-out activities efficiently.
• Handle multiple incoming calls, appointments, and patient requests simultaneously.
• Prioritize scheduling needs and administrative tasks.
• Meet deadlines for documentation, referrals, and recordkeeping activities.
• Maintain workflow efficiency while providing quality customer service.
• Adapt to fluctuating patient volumes and changing operational needs.

Problem Solving

• Resolve patient concerns.
• Escalate issues appropriately.
• Manage changing schedules and appointment requests.
• Adapt to workflow and operational demands.

Tools, Technology, and Equipment: The following tools and equipment are commonly used to perform the essential functions of this position. The tools and equipment listed are representative of those used in this position. Reasonable accommodation may be provided to enable qualified individuals with disabilities to use required tools and perform essential functions.

• Electronic Health Record (EHR) systems (NextGen)
• Practice management and patient scheduling software
• Microsoft Office Suite (Outlook, Word, Excel, Teams)
• Patient registration and insurance verification systems
• Printers, copiers, fax machines, and other standard office equipment
• Secure email and messaging platforms
• Patient portal applications
• Timekeeping and workforce management systems
• Desktop or laptop computers
• Telephones and headsets
• Scanners and document imaging equipment
• Credit card/payment processing devices

Working Conditions

• Work is performed primarily in a healthcare clinic, community health center, medical office, or outpatient setting.
• Frequent interaction with patients, visitors, healthcare providers, and staff members.
• Regular use of computer screens, telephones, and office equipment throughout the workday.
• Fast-paced environment with frequent interruptions and multiple competing priorities.
• May be required to sit, stand, and walk for extended periods.
• Duties may involve handling confidential patient information and maintaining HIPAA compliance.
• Exposure to patients who may be ill, stressed, or experiencing medical emergencies.
• May occasionally be required to work evenings, weekends, or extended hours based on clinic needs.
• Must maintain a professional appearance and demeanor at all times.
• Requires the ability to remain calm and courteous when addressing patient concerns and challenging situations.
• All employees are required to take meal and rest breaks according to California state law and company policy.

Physical Demands: The physical demands described here are representative of those required to perform the essential functions of this position. Reasonable accommodation will be considered to enable qualified individuals with disabilities to perform these functions.

• Ability to communicate clearly in person and by telephone.
• Frequent keyboarding and data entry.
• Ability to sit and/or stand for extended periods.
• Frequent reaching, bending, and filing.
• Ability to lift and carry up to 20 pounds occasionally.
• Sufficient vision and hearing to perform essential job functions.

EEO Statement

Peach Tree Healthcare is an Equal Opportunity Employer and does not discriminate in employment opportunities or practices on the basis of any characteristic protected by federal, state, or local law. The organization is committed to providing reasonable accommodations to qualified individuals with disabilities and to employees with sincerely held religious beliefs.