Patient Services Representative

Summary

The Patient Services Representative is responsible for creating a welcoming and efficient front-office experience for patients and visitors. This role conducts patient check-in and check-out, handles financial transactions, ensures accurate documentation, and supports daily front desk operations.

Key Responsibilities

• Open and close the front office daily, including unlocking/locking doors, and preparing the reception area.
• Prepare daily patient schedules, print face sheets, and document physician-specific notes for clinical staff.
• Greet and welcome patients and visitors in a courteous and professional manner.
• Check patients in and out accurately and efficiently.
• Collect co-pays, outstanding balances, and payments for services rendered in accordance with billing department notes.
• Communicate financial policies to patients and obtain required signatures.
• Balance the cash drawer at the beginning and end of each business day.
• Provide patients with visit summaries, receipts, or portal access instructions.
• Ensure all required paperwork is completed thoroughly and accurately prior to clinical processing.
• Verify, scan, and confirm eligibility of insurance cards and photo identification.
• Accurately enter and update patient information in the practice management system.
• Ensure new patient registration is completed according to established procedures (insurance verification, demographic updates, etc.).
• Identify no-show and cancelled appointments and document appropriately in the system.
• Contact no-show patients to reschedule appointments and generate no-show letters if appropriate.
• Forward financial questions or concerns to the Patient Services Manager or BillingCollections Specialist for resolution.
• Perform other administrative duties as assigned.

Professional Standards

• Maintain professionalism at all times.
• Demonstrate compassion and respect for patients.
• Work collaboratively with physicians and staff.
• Uphold strict confidentiality (HIPAA compliance).
• Maintain appropriate conduct in patient care areas (no food or cell phone use).

Qualifications

Required:

• High School Diploma or equivalent

• Professional demeanor with strong interpersonal and communication skills
• Ability to multitask and manage competing priorities effectively
• Demonstrated respect, compassion, and commitment to patient confidentiality (HIPAA compliance)
• Excellent verbal communication skills

Preferred:

• Minimum of two (2) years of medical office clerical experience
• Orthopedic practice experience
• Experience with ModMed software or similar practice management systems

Core Competencies

• Patient-centered service approach
• Attention to detail and accuracy
• Financial accountability
• Organizational and time management skills
• Team collaboration