Patient Service Representative, PT (FWPSC)

Patient Services Representative

The Patient Services Representative is primarily responsible for supporting our clinics daily operations through providing excellent customer service, administrative support and fulfilling general clerical office duties. Contributes to the overall positive work environment of the office by treating peers, managers, providers and patients with fairness, professionalism and courtesy. This role must ensure adherence to all HIPAA, OSHA, federal and state guidelines specific to patient care and privacy.

Essential Functions:

• Greet patients and caregivers, providing welcoming and professional experience
• Answer and manage incoming phone calls, emails, and in-person inquiries in a timely and friendly manner
• Coordinate communication between patients, providers, and staff to support smooth daily operations
• Maintain patient flow to ensure an efficient and organized clinic experience
• Schedule, reschedule, and confirm patient appointments
• Assist patients at check-in, including verifying and updating demographics, collecting required forms, and reviewing visit details
• Assist patients at check-out, including scheduling follow-up appointments and communicating next steps
• Document and follow up on missed appointments (no-shows) as needed
• Ensure proper opening and closing procedures are followed
• Maintain cleanliness and organization of front office and patient areas
• Verify patient eligibility and benefits as needed prior to appointments
• If required document and collect co-pay, deductible, and coinsurance amounts.  
• Obtain prior authorizations and referrals as needed
• Notify patients of any financial responsibility 
• Collect and post payments for services rendered, including products, consultation fees, injectables, and cosmetic treatments
• Support billing and charge posting processes, ensuring accuracy of services, charges, and payments
• Assist with product sales
• Perform end-of-day processes including money reconciliation with a high degree of accuracy
• Prepare patient charts and documentation in advance of visits
• Maintain organized and accurate patient records and files
• Ensure HIPAA forms and all required documentation are completed accurately
• Process and submit medical records requests in accordance with HIPAA guidelines
• Scan documents into patient charts at the end of each visit
• Competently use practice management systems, EMRs, and standard office applications
• If assigned, manage and distribute incoming faxes and correspondence to appropriate parties
• Stay logged into communication portals and answer calls with urgency
• Relay updates and information between patients, staff, and providers to support timely service
• Perform other duties as assigned by management

Qualifications & Skills:  

• Minimum High School diploma or equivalent
• Minimum 1-year prior customer service experience
• Proper demeanor for a professional medical office
• Prior experience in medical setting
• Bilingual (not required)
• Detail and outcome oriented
• Able to handle a multitude of tasks in a sometimes, ever-changing environment
• Effective at listening, to understand, clarifying and responding to questions/concerns raised by patients