Patient Services Representative

Description

The Patient Services Representative (PSR) plays a vital customer service role within DFCC’s and is often the first and last point of contact for patients. This position is responsible for ensuring a seamless patient experience during both check-in and check-out processes. Key responsibilities include verifying and updating patient demographic, insurance, and payment information, as well as coordinating appointments and addressing patient inquiries.

The PSR also supports administrative and clinical operations by assisting with medication refills, referral coordination, prior authorizations, and providing general information about services across the practice.

Essential Functions

• Greet and assist patients in a courteous, professional manner; serve as the first and last point of contact.
• Perform patient check-in and check-out, including verification and updating of demographic, insurance, and contact information.
• Schedule patient appointments in accordance with established protocols to support efficient patient flow.
• Verify insurance eligibility and benefits; collect co-payments and outstanding balances.
• Process and accurately document cash and credit card transactions.
• Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
• Respond to patient inquiries (in person and by phone) in a timely and professional manner.
• Process medication prior authorizations and submit required documentation to insurance carriers.
• Coordinate communication with insurance companies, providers, pharmacies, and patients as needed.
• Assist patients with completing required forms and documentation.
• Screen patients for financial assistance programs and collect supporting documentation.
• Review patient accounts, identify outstanding balances, and collect payments when appropriate.
• Inform patients of delays or extended wait times in a professional and empathetic manner.
• Escalate unusual patient concerns or behaviors to the Supervisor.
• Ensure all patient information is handled in compliance with HIPAA and confidentiality standards.
• Demonstrate proficiency in EHR functions including registration, scheduling, insurance verification, document management, and consent collection.
• Maintain effective working relationships with patients, clinical staff, and external partners.
• Adhere to organizational policies, including attendance, punctuality, dress code, and professional conduct.
  
  

Non-Essential Functions

• Perform appointment reminder calls to patients.
• Sort and distribute mail, faxes, medical records, and other correspondence.
• Maintain inventory of patient forms and office supplies related to front desk operations.
• Stay current with insurance programs, funding sources, and departmental updates.
• Participate in training sessions, in-services, and professional development activities.
• Support site and departmental quality improvement initiatives.
• Demonstrate cultural competence and contribute to a respectful and inclusive environment.
• Assist with general administrative support tasks as needed.
• Perform additional or unrelated duties as assigned, including support during emergency situations.
  
  

Requirements

• High school diploma or equivalent required.
• Minimum of one (1) year of experience with prior authorizations in a healthcare setting, medical billing office, or insurance company required.
• Working knowledge of regulatory standards, compliance requirements, and general business office procedures and equipment.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with patients, staff, and external partners in person and over the phone.
• Strong interpersonal and customer service skills, with a patient-centered approach.
• Demonstrated ability to multitask, prioritize responsibilities, and exercise sound independent judgment while maintaining strict confidentiality.
• Proficient in computer applications, including experience with electronic medical records (EMR) systems.
• Professional demeanor with the ability to present a positive image of the organization.
• Highly detail-oriented with strong organizational skills.
• Commitment to patient advocacy and delivering high-quality service.