What are the responsibilities and job description for the Patient Service Representative position at HOPCo?
Patient Service Representative
Location: West Chester
Organization: Philadelphia Hand to Shoulder Center, a partnered organization of Premier Orthopaedics
Overview
Premier Orthopaedics, in partnership with Philadelphia Hand to Shoulder, is seeking a dedicated and skilled Patient Service Representative to join our team at our West Chester office. As two of the region’s most respected providers of orthopedic and upper extremity care, we offer a collaborative, patient-focused environment that prioritizes clinical excellence, innovation, and ongoing professional development.
Position Summary
The Patient Service Representative is responsible for delivering outstanding customer service to patients and visitors by performing a variety of front-office and administrative tasks. This position involves greeting patients, managing check-in/check-out, verifying insurance, scheduling appointments, and collecting payments, while maintaining accuracy and confidentiality in all patient interactions. This is a full-time position with Monday through Friday hours.
Key Responsibilities
- Promptly greet and acknowledge patients; inform Medical Assistants and Providers of patient arrivals.
- Answer incoming calls promptly and courteously, providing information or directing inquiries as appropriate.
- Instruct patients in completing medical history and information forms; review and correct account details as needed.
- Obtain complete and accurate demographic and insurance information, ensuring all required documentation and authorizations are in place.
- Identify and collect co-payments, co-insurances, and outstanding balances; establish payment plans as authorized.
- Explain financial and insurance requirements to patients; refer complex issues to the Billing Department.
- Verify insurance benefits and notify patients or staff of coverage limitations or authorization needs.
- Scan and upload patient documents (photo ID, insurance cards, referrals, forms) into the EMR system.
- Schedule and confirm patient appointments; ensure all necessary referrals and authorizations are received.
- Prepare charts for upcoming appointments and communicate any scheduling delays to patients in the lobby.
- Maintain and balance cash drawers; reconcile daily transactions.
- Protect patient privacy and confidentiality in accordance with HIPAA standards.
- Maintain a clean, organized, and professional front-office environment.
Qualifications
Education:
- High school diploma or GED required.
Licenses & Certifications:
- None required.
Experience:
- Minimum of 1–2 years of patient registration or front office experience in a medical or healthcare setting preferred
- Experience with insurance rules and regulations, medical terminology, and EMR systems highly preferred (Allscripts Pro Suite a plus)
- Experience collecting payments and explaining financial responsibilities to patients preferred
- Knowledge of HIPAA guidelines and office safety protocols
- Ability to communicate effectively with physicians, staff, patients, and the public, and establish positive working relationships with internal and external stakeholders
Compensation & Benefits
- Comprehensive benefits package including medical, dental, and vision plans.
- 100% employer-paid life insurance.
- 401(k) retirement plan with employer Safe Harbor contribution and additional discretionary profit sharing.
- Benefits effective on your hire date (for full-time employees).
- Generous paid sick and vacation time.
- Seven paid holidays annually.
- Opportunities for growth and advancement.
- Employee referral reward program.
About Premier Orthopaedics & Philadelphia Hand to Shoulder Center
Premier Orthopaedics and Philadelphia Hand to Shoulder Center (PHSC) are leading providers of comprehensive musculoskeletal care throughout Pennsylvania, New Jersey, and Delaware.
Premier Orthopaedics delivers expert treatment for orthopedic injuries, joint disease, interventional spine care, regenerative medicine, and comprehensive physical therapy services, supported by more than 150 providers across 50 locations. Our facilities include state-of-the-art MRI centers, outpatient surgery centers, physical therapy clinics, and orthopedic urgent care centers to ensure timely access to high-quality, patient-focused care.
Philadelphia Hand to Shoulder Center (PHSC), a division of Premier Orthopaedics, has been nationally recognized for more than 50 years for its specialized care of the hand, wrist, elbow, arm, and shoulder. Our fellowship-trained surgeons and certified Hand and Occupational Therapists collaborate to provide seamless care—from diagnosis and treatment to post-operative and rehabilitative recovery. With 14 convenient locations across Pennsylvania and New Jersey, PHSC offers advanced, integrated care to restore function, mobility, and quality of life for patients with upper extremity conditions.