What are the responsibilities and job description for the Patient Services Representative position at KIDNEY SPECIALISTS OF SOUTHERN NEVADA?
Position Summary
The Patient Services Representative provides critical administrative and scheduling support within the Patient Services Department. This role serves as a key liaison between patients, providers, external departments, and the offsite call center to ensure seamless communication and workflow. The Patient Services Representative is responsible for managing patient scheduling needs, supporting specialized tasks, and assisting with training functions as needed. This position helps maintain high service standards, operational efficiency, and a positive patient experience throughout the organization.
Essential Job Functions
Patient Scheduling & Call Handling
- Make inbound and outbound calls to schedule appointments for all patient types.
- Page KSOSN providers upon request.
- Manage clinic schedule changes and reschedule patients as needed, ensuring timely notification.
Medical Records & Documentation
- Request and process medical records via portal, fax, or phone.
- Serve as the main point of contact for third-party medical record vendors.
- Review, categorize, upload, and distribute incoming faxes to the appropriate team.
Patient Data & Communication
- Verify and update patient information during each interaction to ensure accuracy.
- Assist patients with portal enrollment and completion of required paperwork and consents.
EMR & Workflow Management
- Navigate EMR systems and related portals/websites proficiently.
- Monitor and document trackers, workqueues, and EMR worklists to support timely task completion.
- Pull and distribute assigned reports in alignment with service standards.
Scheduling Accuracy & Coordination
- Maintain accurate provider schedules and align booking with scheduling goals.
- Coordinates double-book requests and collaborate with support teams when adjustments are needed.
- Manage hospital communications and scheduling in accordance with service goals.
Training & Support
- Provide scheduling and system training to outside departments and offsite call centers as assigned.
- Serve as a resource for external departments and offsite call center staff.
General Responsibilities
- Attend and participate in department meetings related to workflow and performance.
- Track and manage personal performance metrics to meet or exceed departmental benchmarks.
- Adhere to all KSOSN policies, procedures, and service expectations.
- Complete daily assignments as directed.
- Perform other duties as assigned.
Qualifications:
Minimum Qualifications
- Minimum of two (2) years of experience in a medical front office or medical call center role required.
- High level of time management, accuracy, and organizational skills.
- Proficiency in MS Word, Excel, PowerPoint, Teams, and Outlook required.
- Prior experience handling high-volume phone systems preferred.
Disclaimer
The duties, functions and responsibilities described above are not a comprehensive list. Additional tasks may be assigned from time to time or the scope of the job may change as necessitated by business demands.