Why Join Our Team?

At our Emergency Center, every team member plays a critical role in delivering exceptional patient care. As a Patient Services Representative, you will help create a positive first impression, support operational excellence, and contribute to a compassionate healthcare experience for every patient who walks through our doors.

Patient Services Representative (PSR)

Position Summary

The Patient Services Representative (PSR) is a vital member of the Emergency Center team, serving as the first point of contact for patients and visitors. This role is responsible for ensuring a seamless patient experience through efficient registration, scheduling, check-in, and check-out processes while maintaining the highest standards of customer service, confidentiality, and patient safety. The PSR contributes significantly to the overall operational success of the facility by fostering a welcoming, organized, and patient-focused environment.

Minimum Qualifications

• High School Diploma or GED required
• Minimum of two (2) years of experience as a Patient Services Representative (PSR) in a hospital, emergency room, urgent care, or clinical setting
• Previous experience with patient registration, admissions, scheduling, and insurance verification preferred
• Strong customer service, communication, and organizational skills
• Ability to maintain confidentiality and comply with HIPAA regulations
• Proficiency with Electronic Medical Records (EMR) systems and basic computer applications

Essential Duties & Responsibilities

1. Patient Registration & Front Desk Operations

• Greet patients, visitors, and vendors in a courteous, professional, and welcoming manner
• Obtain and accurately enter patient demographic, insurance, and medical information
• Verify patient identity and secure all required signatures and documentation
• Direct patients and visitors to the appropriate departments or personnel
• Answer incoming telephone calls and respond to inquiries in a professional manner
• Maintain accurate logs, records, and patient information according to established procedures
• Ensure the reception and waiting areas remain organized, professional, and welcoming

2. Financial Responsibilities

• Collect co-pays, deductibles, account balances, and other patient payments
• Process cash, check, and credit card transactions accurately
• Maintain financial records and perform daily reconciliation of patient payments and accounts
• Adhere to established cash-handling and financial reporting procedures

3. Facility Support & Workplace Appearance

• Assist in maintaining the cleanliness and organization of patient-facing areas, including waiting rooms, registration areas, and restrooms
• Monitor inventory and replenish office and registration supplies as needed
• Report facility maintenance or safety concerns to appropriate personnel

4. Communication & Customer Service

• Provide exceptional service to patients, families, physicians, and team members
• Demonstrate professionalism, compassion, and respect in all interactions
• Effectively communicate patient needs and concerns to clinical staff
• Uphold the organization's mission, vision, and core values

5. Professional Development & Compliance

• Participate in monthly staff meetings, training sessions, and continuing education opportunities
• Support quality improvement initiatives and departmental goals
• Maintain compliance with all applicable federal, state, and facility policies, procedures, and regulations

6. Additional Responsibilities

• Perform other duties and special projects as assigned by management
• Support operational and administrative needs to ensure efficient patient flow and exceptional service delivery

Non-Essential Duties

• Assist clinical areas by ensuring necessary supplies are adequately stocked
• Support patient restraint documentation and related administrative functions as directed
• Attend departmental meetings and participate in team initiatives as required

Core Competencies

• Knowledge of patient registration, admission, and scheduling processes
• Proficiency in Electronic Medical Record (EMR) systems
• Strong verbal and written communication skills
• Excellent customer service and interpersonal abilities
• Attention to detail and accuracy
• Ability to multitask and work effectively in a fast-paced environment
• Understanding of and adherence to Hospital Policies and Procedures
• Commitment to professional growth and continuous learning

Physical Requirements

Constant

• Visual acuity (near and far vision)
• Hearing and speaking
• Manual dexterity
• Standing, walking, and mobility throughout the workday

Frequent

• Bending
• Squatting
• Twisting
• Lifting up to 20 pounds independently
• Lifting up to 50 pounds with assistance

Occasional

• Climbing
• Kneeling
• Ability to distinguish colors

Rare

• Exposure to electrical hazards
• Working in confined spaces

Work Environment

OSHA Exposure Category I

This position involves routine exposure to blood, bodily fluids, and other potentially infectious materials. Employees are required to follow all infection control, safety, and personal protective equipment (PPE) guidelines in accordance with OSHA standards and facility policies.