The Patient Service Representative (PSR) will work directly with Premier Community HealthCare Group’s patients on providing best-in-class customer service at the front desk of our health centers.

Will provide daily support for all patient check-in and check-out duties for medical and / or dental specialties.

Care Team Members serving in this role will make a direct impact on patient satisfaction and creating a positive first impression of their appointment experience.

Essential Duties and Responsibilities :

• Provide a best-in-class check-in and check-out experience for PCHG patients. Ensure patients are taken care of in a timely manner and maintain a high level of customer service and professionalism.
• Partner with the clinical staff to create a smooth check-in process and update patient information within all required systems in an appropriate timeframe to drive high patient satisfaction and low wait times.
• Collect and post payments for services not obtained in pre-registration process.
• Answer phones in a prompt, courteous and helpful manner.
• Assist patients with appointment scheduling, registration and general information as needed.
• Responsible for providing and / or issuing referrals. Process preventative care and non-urgent referrals that do not require an authorization as tasked by the provider.
• Utilize resources effectively and build relationships across Premier sites in order to perform their daily duties. Reaches out to Senior PSR, Registration team or Office Manager for guidance.
• Complete full registration process for walk-in patients and same day appointments.
• Escalate patient complaints, process issues and complicated registration and billing concerns to the Office Manager, Registration Supervisor or Billing Manager as appropriate.
• Answer multiple phone lines in a prompt, courteous, and helpful manner. Assist callers with non-clinical issues, appointment scheduling, and general site information and direct calls appropriately.
• Assist other care team members as needed and foster a positive work environment.
• Responsible for individual goals and giving suggestions for process improvement.
• Ensure confidentiality and HIPAA compliance at all times.
• Keep other care team members informed when situations occur that disrupts timely patient flow through site.
• Contribute to community give back initiatives and be an advocate for Premier’s mission
• Adhere to patient care needs and the core values of Premier Community HealthCare to a provide best-in-class patient experience.
• Work towards attaining department goals and drive Quality Improvement / Quality Assurance (QI / QA).
• Other duties as assigned.

Supervisory responsibilities : None

Knowledge, Skills and Abilities :

• Basic understanding of medical terminology and documentation.
• Ability to use basic mathematical skills.
• Able to perform repetitive tasks
• Maintains a professional relationship and positive attitude with co-workers, the public, patients, and the entire organization.
• Maintains the highest professional work ethics.
• Displays enthusiasm toward the work, mission, and vision of the organization.
• Exceptional customer service skills and demonstrating empathy and compassion to a diverse patient population.
• Ability to communicate effectively, verbally and in writing with multiple levels within the organization.
• Excellent grammar, spelling and interpersonal skills.

Qualifications :

• High School Diploma or GED
• CPR / BLS Certification preferred.
• Obtain and maintain Epic certification / annual compliance training throughout employment.

Working conditions and physical requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift 20 lbs. regularly and 30 lbs.-50 lbs. occasionally.
• Ability to sit for long periods of time.
• Direct exposure to computer screen.
• May be exposed to contagious / infectious diseases.

PI241094413

Last updated : 2024-05-21