Job Description
The Patient Support Representative (PSR) serves as the first point of contact for all incoming calls seeking to schedule clinic appointments under the direction of the PSR Lead/Supervisor. The PSR plays a critical role in ensuring timely access to care by accurately managing appointment scheduling and insurance verification, while delivering exceptional customer service.
Candidates must be legally authorized to work in the United States. Please Note: UNLV Health does not provide employment sponsorships or sponsorship transfers for any positions.
POSITION HIGHLIGHTS
- Clinic Hours are Monday through Friday, 8AM to 5PM
- This is a Part Time / Per Diem position that works at multiple locations
- Flexible hours for students / ability to set your hours to accommodate class schedule
MAJOR RESPONSIBILITIES
Patient Access & Appointment Scheduling
- Answer incoming calls from outside callers
- Schedule, reschedule, and cancel clinic appointments accurately
- Ensure appointments are scheduled according to provider and clinic guidelines
Pre-Registration & Demographic Accuracy
- Collect and verify patient demographic information
- Maintain accurate patient records in the EHR
Insurance Verification
- Verify insurance eligibility and benefits
- Identify and escalate insurance issues that could delay care
Customer Service & Communication
- Provide professional, empathetic, and clear communication
- Address patient scheduling appointment questions and concerns appropriately
- Maintain confidentiality and HIPAA compliance at all times
Operational & Workflow Support
- Follow standard operating procedures and call scripts
- Meet productivity, quality, and accuracy metrics
- Collaborate with Clinical, Administrative, and Executive Leadership teams
Educational Requirements
- High School Diploma or equivalency
Qualifications
- Work Experience: 1 year healthcare experience, 1 year customer service experience.
- Required: Prior experience in a healthcare front desk or call center setting
- Required: Insurance training and demonstrated experience using insurance portals for eligibility verification and authorization
- Required: Experience with appointment scheduling and patient registration workflows
- Preferred: Additional experience in a medical office, healthcare call center, patient access role, or in medical billing, coding, or authorization coordination
- Preferred: Bilingual English/Spanish.
- Typing: 30 WPM.
- Proficient with computers and related applications.
- Must possess the following skills: Above Average Verbal and Written communication.
- Medical Terminology, MS Word, MS Excel.
Physical requirements
- May include standing, sitting, and/or walking for extended periods
- May include performing repetitive tasks
- May include working with challenging patients and clients
- May include lifting up to 25 pounds
UNLV Health will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, or any other category protected by law.
If you have any questions about our interview and hiring procedures, please contact Recruitment at [email protected]