Patient Service Representative (Phone Focused)

The Patient Service Representative (PSR) serves as the first point of contact for patients calling the practice. This role is primarily responsible for managing high volumes of inbound and outbound phone calls, assisting patients with scheduling, answering general inquiries, and ensuring accurate communication between patients, providers, and clinical staff. The ideal candidate demonstrates excellent customer service skills, strong communication abilities, and attention to detail while maintaining patient confidentiality.

Key Responsibilities

• Answer and manage a high volume of inbound patient calls in a professional and courteous manner
• Schedule, reschedule, and cancel patient appointments according to clinic protocols
• Verify and update patient demographic and insurance information in the electronic medical record (EMR) system
• Route messages and patient concerns to appropriate clinical staff or departments
• Provide patients with information regarding office policies, procedures, and general healthcare services
• Assist patients with prescription refill requests by forwarding messages to clinical staff
• Document all patient interactions accurately in the EMR system
• Confirm upcoming appointments and perform reminder calls as needed
• Assist with patient registration and portal activation when applicable
• Maintain strict patient confidentiality in accordance with HIPAA regulations
• Resolve patient concerns or escalate issues to supervisors when necessary
• Support front office operations as needed

Requirements

Education, Experience and Qualifications

• Previous experience in front office or similar role preferred
• High school diploma or GED
• Experience using an Electronic Medical Record system as well as foundational computer skills, including Microsoft Office Suite and the Internet. Ability to navigate at a basic level within web-based applications.
• Ability to learn and follow HIPAA requirements and respect patient privacy rights
• Strong organizational and multitasking skills