Patient Service Representative

Patient Service Representative (PSR)

Position Summary :

The Patient Service Representative (PSR) serves as the first point of contact for patients and visitors at Novus Health. This role is responsible for creating a welcoming and professional experience while supporting efficient clinic operations through appointment scheduling, patient registration, insurance verification, communication coordination, and administrative support. The PSR plays a critical role in ensuring a positive patient experience, facilitating access to care, and maintaining accurate patient information. The PSR demonstrates exceptional customer service skills, strong attention to detail, and the ability to thrive in a fast-paced healthcare environment.

**This position works across two NOVUS Health locations, including approximately 1.5 days per week at the NOVUS Health Northside clinic located at Peter & Paul Community Campus, where the PSR provides front desk support for clinic operations**

Essential Responsibilities

Patient Experience & Front Desk Operations

• Greet patients, visitors, and vendors in a professional and courteous manner.
• Provide exceptional customer service and create a positive patient experience.
• Answer incoming phone calls and respond to patient inquiries promptly and professionally.
• Manage patient check-in and check-out processes.
• Maintain patient confidentiality and privacy in accordance with HIPAA regulations.
• Address patient concerns and escalate issues appropriately when necessary.
• Ensure waiting and reception areas remain organized and welcoming.

Scheduling & Access to Care

• Schedule, reschedule, and confirm patient appointments.
• Coordinate provider schedules to maximize efficiency and patient access.
• Manage appointment reminders and follow-up communications.
• Assist patients with telehealth appointment preparation and access.
• Monitor cancellations and waitlists to optimize clinic scheduling.

Registration & Insurance Verification

• Collect and verify patient demographic and insurance information.
• Obtain required registration forms and patient consents.
• Verify insurance eligibility and benefits prior to appointments.
• Review and explain financial policies, copayments, and patient responsibilities.
• Maintain accurate patient records within the Electronic Health Record (EHR) system.
• Identify and resolve registration and insurance discrepancies.

Administrative Support

• Process incoming and outgoing correspondence, faxes, and medical records requests.
• Scan, upload, and maintain electronic patient documents.
• Support providers and clinical staff with administrative requests.
• Manage incoming patient forms and ensure timely completion.
• Assist with patient portal enrollment and utilization.
• Perform general office duties including filing, data entry, and document management.
• Travel to other locations to support administrative needs.

Revenue Cycle Support

• Collect copayments, deductibles, and outstanding balances according to organizational policies.
• Process payments accurately and maintain proper documentation.
• Support claim resolution activities through accurate demographic and insurance data collection.

Team Collaboration

• Collaborate with providers, nurses, care coordinators, and administrative staff to support patient care.
• Participate in staff meetings and organizational initiatives.
• Assist with workflow improvement efforts to enhance patient satisfaction and operational efficiency.
• Promote a positive, team-oriented work environment.
• Coordinate lunches with pharmaceutical representatives

Quality & Compliance Responsibilities

• Adhere to all HIPAA, OSHA, and organizational policies and procedures.
• Maintain confidentiality of patient and organizational information.
• Ensure accurate and timely documentation of patient interactions.
• Follow established protocols for patient identification and registration.
• Support patient safety and quality improvement initiatives.
• Maintain compliance with all applicable healthcare regulations.

Required Qualifications:

• High School Diploma/GED
• 1 year of medical insurance verification experience

Preferred Qualifications:

• Experience with eClinicalWorks is a major plus
• 1 year of front desk experience