Patient Service Representative

JOB DESCRIPTION

Job Title: Front Desk/PSR

Department: Outpatient Services

Reports To: Program Director

FLSA Status: Non‑Exempt

Employment Status: Full‑Time

Position Summary

The Patient Service Representative serves as the first point of contact for patients, visitors, and callers and plays a critical role in creating a welcoming, professional, and confidential clinical environment. This position supports daily front‑office operations by greeting patients, managing phone calls, coordinating appointments, and performing administrative tasks that ensure efficient clinic operations and positive patient experiences

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Front Desk & Patient Experience

• Greets patients and visitors in a courteous, professional, and welcoming manner.
• Maintains patient sign‑in processes while adhering to HIPAA and confidentiality requirements.
• Ensures the reception and common areas are clean, orderly, and professional always.
• Assist patients with general inquiries and direct them appropriately.

Phone & Communication Management

• Answers multi‑line phone systems, routes calls, takes messages, and ensures timely response to inquiries.
• Demonstrates professional phone etiquette and customer service standards.
• Communicates appointment delays or scheduling changes to patients as needed.

Scheduling & Administrative Support

• Schedules and confirm patient appointments in accordance with clinic procedures.
• Supports providers and clinical staff by notifying them of patient arrivals and schedule changes.
• Assists with copying, scanning, faxing, and distributing documents as needed.
• Distributes incoming mail and packages and manages outgoing correspondence.

Records, Payments & Documentation

• Obtains, records, and updates patient demographic and insurance information.
• Collect patient payments when applicable and documents transactions accurately.
• Maintains accurate records in the electronic health record (EHR) or scheduling system.
• Ensure all documentation is completed accurately and within required timeframes.

Office Operations Support

• Maintains office supply inventory and notifies leadership when reordering is needed.
• Assists the Program Director with assigned administrative projects.
• Supports clinic workflow during high‑volume periods.

Education and Experience

• High school diploma or equivalent required.
• One (1) year of receptionist or front‑office experience is preferred.
• Healthcare or behavioral health clinic experience is strongly preferred.
• Familiarity with electronic health records (EHR) and scheduling systems are preferred.

Knowledge, Skills, and Abilities

• Strong customer service, interpersonal, and communication skills.
• Ability to multitask and prioritize in a fast‑paced clinical environment.
• Attention to detail and accuracy in documentation.
• Professional demeanor with patients, families, and staff.
• Proficiency with basic office software and phone systems.

Physical and Mental Requirements

• Ability to sit, stand, and perform computer‑based work throughout the workday.
• Ability to manage frequent interruptions while maintaining accuracy and professionalism.
• Ability to handle confidential information with discretion.

Work Environment

• Outpatient behavioral health or medical clinic setting.
• Frequent in‑person and phone interaction with patients, visitors, and staff.

Equal Employment Opportunity Statement

Beacon Behavioral Partners is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status