What are the responsibilities and job description for the Patient Service Representative - Portage Family Medicine Front Desk - 29 Hours Weekly position at The South Bend Clinic?
Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. This role includes but is not limited to greeting and checking in patients, answering phones, scheduling appointments, collecting co-pays, outbound calling, referral management, and maintaining accurate records in the EPIC system. The Patient Service Representative helps create a welcoming and efficient environment that supports quality care and a positive patient experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Greets patients warmly and professionally during check-in, check-out, and appointment scheduling. Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.- Serves as a key coordinator for provider schedules, optimizing appointment availability and resource capacity to improve patient access, reduce wait times, and support timely follow-ups.
- Utilizes EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and ensure emergency contact information is properly documented.
- Collects copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
- Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
- Clearly communicates information about Duly clinical personnel to patients and other individuals.
- Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
- Participates actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
- Reviews performance dashboards daily to monitor key metrics in Scheduling & Access,Workflow, Patient Contact, and Satisfaction; identifies gaps to target and proactively escalates issues, suggests improvements, or adjusts workflows to drive results.
- Maintains strict patient confidentiality and adheres to HIPAA standards in all interactions and documentation.
- Monitors patient wait times and communicates delays with empathy and professionalism to enhance the patient experience.
- Performs additional duties and special projects as assigned to support departmental goals and improve service delivery.