Patient Services Representative

Job Title: Patient Access Representative

Reports To: Office Manager / Practice Administrator

Position Summary:

The Patient Access Representative serves as the first point of contact for patients and referral sources. This role is responsible for providing excellent customer service by answering incoming calls, verifying insurance eligibility, scheduling appointments, and ensuring accurate documentation of all patient interactions. The Patient Access Representative plays a key role in creating a positive patient experience and ensuring smooth access to psychiatric care and medication management services.

Essential Duties and Responsibilities:

• Answer all incoming calls promptly, courteously, and professionally.

• Schedule, confirm, and reschedule patient appointments in accordance with office protocols.

• Verify patient insurance benefits and eligibility prior to appointments.

• Collect and update patient demographic and insurance information accurately.

• Obtain prior authorizations or referrals as needed for psychiatric services.

• Manage patient inquiries regarding appointment times, office policies, and provider availability.

• Document all interactions, communications, and updates in the electronic health record (EHR) system.

• Communicate professionally with patients, providers, and outside agencies.

• Handle patient concerns or complaints with tact and escalate issues appropriately.

• Maintain confidentiality and comply with HIPAA and all office policies.

• Support front office and clinical staff as needed to ensure efficient daily operations.

Qualifications:

• High school diploma or equivalent required; associate degree in healthcare administration or related field preferred.

• Minimum of 1–2 years of experience in a medical office or healthcare call center required.

• Experience verifying insurance benefits and patient eligibility strongly preferred.

• Strong communication, de-escalation, and problem-solving skills.

• Professional phone etiquette and ability to multitask in a fast-paced environment.

• Working knowledge of EHR systems and basic computer applications.

• Ability to maintain composure and professionalism when dealing with sensitive situations or distressed patients.

Core Competencies:

• Professionalism: Maintains a courteous and professional tone at all times.

• Communication: Clearly and effectively conveys information to patients and team members.

• Attention to Detail: Ensures accuracy in patient records and insurance verification.

• Customer Service: Demonstrates empathy, patience, and commitment to patient satisfaction.

• Teamwork: Collaborates effectively with staff, providers, and leadership.