Patient Services Representative

Current Employees

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About the role

The Patient Services Representative serves as the first point of contact for patients and families. This role ensures timely, accurate, and compassionate communication while addressing patient inquiries, and coordinating with clinical and administrative teams. The representative is responsible for providing exceptional customer service, maintaining patient confidentiality, and supporting smooth operational workflows within the physician practice.

Key Responsibilities

• Respond to patient and family inquiries with professionalism and empathy.
• Provide accurate information regarding services, appointments, directions, and clinic processes.
• Triage urgent calls according to established protocols and escalate as appropriate.
• Accurately documents all patient interactions in the electronic health record (EHR).
• Demonstrate active listening and clear communication to reduce misunderstandings and improve patient satisfaction.
• Schedule, confirm, cancel, and reschedule patient appointments in alignment with clinic guidelines and scripts.
• Verify and update patient demographics, insurance information, and authorizations.
• Route messages and requests to the appropriate clinical or administrative staff.
• Maintain compliance with HIPAA and organizational privacy standards.
• Attend required meetings, in-services, and complete ongoing education, and competency training
• Engage in team meetings and contribute to process improvement initiatives.
• Demonstrate flexibility in adapting to changes in policies, technologies, and scheduling needs.
• Uphold a patient-centered approach and model organizational values in all interactions.

Required Qualifications

• High School Diploma or equivalent (GED)
• 1-2 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment required

Compensation is determined based on years of relevant experience and departmental equity.