Patient Services Representative

The Patient Services Representative (PSR) at Nashville Fertility Center serves as the first point of contact for all patients—whether by phone, online, or in-person—and plays a vital role in ensuring a welcoming, efficient, and professional experience. This position is primarily based at the Nashville location but will fill in as needed at NFC’s satellite offices in Murfreesboro, Franklin, and Clarksville.

This role blends the responsibilities of front desk reception, scheduling, and call triage. The representative is responsible for greeting patients and guests, managing incoming and outgoing communications, verifying insurance and demographic information, scheduling appointments, and coordinating patient care across various departments.

The ideal candidate will demonstrate excellent customer service, organizational skills, and attention to detail while maintaining a calm and professional demeanor in a fast-paced medical environment.

COMPENSATION & INTRODUCTORY PERIOD:

Newly hired Patient Services Representatives (PSRs) may be eligible for a $0.50 hourly wage increase following the successful completion of a 90-day introductory period.

To be eligible, the employee must be in good standing at the time of review, defined as having no active or pending corrective action for performance or attendance during the introductory period. Final determination of eligibility is made at the sole discretion of management.

MAJOR DUTIES AND RESPONSIBILITES

Front Desk & Patient Reception:

• Greeting patients and guests upon arrival in a courteous and welcoming manner.
• Periodically scan the reception area to ensure all patients are checked in; verify patient status if uncertain.
• Proactively communicate waiting times or delays at the time of check-in and provide ongoing updates as needed.
• Maintain a clean, organized work area and present a professional appearance at all times.
• Distribute and collect necessary patient forms; assist with form completion as needed.
• Put armbands on patients and prep charts per clinic protocol.
• Maintain confidentiality of patient information and adhere strictly to HIPAA guidelines.
• Provide front desk coverage at satellite locations (Murfreesboro, Franklin, Clarksville) as needed to support operational needs.

Administrative & Billing Support:

• Verify and update patient demographic and insurance information.
• Scan, enter and activate insurance cards (primary, secondary, tertiary).
• Send “To-Dos” to Insurance Verification as needed to verify benefits.
• Collect both date of service charges and past balances following clinic policy.
• Assist with data entry, filing, scanning, and other administrative support tasks as needed.
• Answer basic billing inquiries and refer complex questions to the billing department.

Call Handling & Scheduling:

• Respond to calls with the standard greeting (Clinic name; your name); answer within 3 rings.
• Listen to caller needs and transfer to the appropriate department or individual.
• Respond to inquiries regarding clinic services, procedures, and policies.
• Schedule, confirm, and reschedule appointments per clinic protocol, including consultations, lab work, scans, and procedures.
• Manage incoming appointment requests from patients and referring providers per clinic guidelines.
• Coordinate closely with clinical staff to ensure optimal scheduling and reduce waiting times.

QUALIFICATIONS FOR THE JOB

· High school diploma or equivalent required; some college or healthcare administration coursework preferred.

· 2 years of experience in a medical office or high-volume customer service setting required.

· Proficiency with multi-line phone systems and electronic medical records (EMR).

· Working knowledge of insurance processes and billing preferred.

· Strong communication, organization, and multitasking skills.

· Reliable transportation required, with the ability to travel to NFC satellite locations as needed.

· Must be available to rotate Saturdays and 1 designated holiday annually (day after Thanksgiving, Memorial Day, July 4th, or Labor Day).

KEY COMPETENCIES

· Compassionate and patient-focused attitude.

· Professional demeanor and strong work ethic.

· Ability to work independently and as part of a team.

· Excellent verbal communication and listening skills.

· Strong organizational and multitasking abilities.

· Attention to detail and ability to handle sensitive information.

· Ability to remain calm and professional in high-pressure situations.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid time off
• Vision insurance

Experience:

• Medical Office : 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• Nashville, TN 37203 (Required)

Ability to Relocate:

• Nashville, TN 37203: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $22