Patient Services Representative

DUTIES AND RESPONSIBILITIES

• Coordinate patient care within and across departments, including collaboration with external partners as needed.
• Serve as a primary communication liaison between patients, providers, nursing staff, and care teams.
• Perform patient check-in and registration activities, including insurance verification, collection of co-pays or payments, administration of the sliding scale program, and arrival of patients in the EHR.
• Educate patients on appointment expectations, required forms, payment responsibilities, and clinic policies.
• Accurately enter, update, and maintain patient demographics, encounters, referrals, forms, and prescription requests in the EHR.
• Assist with appointment scheduling, including same-day, follow-up, specialty, internal referral, and recall appointments.
• Perform patient check-out functions, including scheduling follow-up appointments and reviewing After Visit Summaries.
• Conduct patient pre-registration prior to scheduled visits and monitor timely completion.
• Manage appointment reminders, no-shows, cancellations, recall lists, and end-of-day reconciliation activities.
• Conducts reminder calls
• Follow up with patients after emergency department visits, hospital admissions, or discharges to coordinate timely follow-up care.
• Support referral coordination and prior authorization processes in collaboration with providers and nursing staff.
• Promote and assist patients with enrollment and navigation of the patient portal, including MyChart.
• Manage assigned work queues and In-Basket messages related to registration, scheduling, prescriptions, and discharge communications in a timely manner.
• Process clinical and administrative documentation, including lab results, durable medical equipment requests, pharmacy authorizations, and related forms.
• Track and manage patient forms, letters, PT-1 forms, and transportation requests, including The Ride.
• Support patient outreach and re-engagement efforts through phone calls, electronic communications, and registry-based reports.
• Send and manage Artera messages and assist with outreach and recall campaigns.
• Coordinate patient transfers between clinics and Urgent Care as needed.
• Support provider onboarding and offboarding activities, including equipment, supplies, and access coordination.
• Perform general administrative duties, including ordering supplies, picking up the mail daily and maintaining clean, organized work and patient areas.
• Exercise sound judgment to appropriately escalate issues to supervisors or leadership to ensure timely resolution.
• Maintain compliance with HIPAA and protect the confidentiality and privacy of patient information.
• Meet established service level expectations, productivity goals, and key performance indicators.
• Attend required staff meetings, trainings, and educational sessions.
• Provide coverage for check-in, check-out, registration, managed care, or call center functions as assigned.
• Other duties and/or locations as assigned.

QUALIFICATIONS, EDUCATION, AND EXPERIENCE

• Excellent verbal and written communication skills; strong understanding of medical terminology and medication names (brand and generic).

•  Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
• Excellent customer service and interpersonal skills; ability to engage effectively with patients, families, and care team members.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams); ability to learn new systems quickly.
• Experience with Epic (Prelude, Cadence, Resolute, Care Everywhere, Ambulatory, Care Management) and payer portals (NEHEN, MMIS, WebMD) preferred.
• Ability to manage a high volume of calls, electronic inquiries, and data entry.
• Ability to remain calm and professional in stressful situations.
• Team-oriented with the ability to work independently.
• Flexibility to work during health center hours, including evenings and Saturdays as needed.

 

EXERIENCE:

• Minimum of two years of healthcare administrative experience in a medical, specialty, or ambulatory setting.
• Associate or Bachelor’s degree in Health Sciences, Healthcare Administration, or related field preferred.
• Healthcare certification (e.g., Medical Assistant, Pharmacy Technician, Medical Secretary) preferred.
• Customer Service and De-escalation training strongly desired.
• Knowledge of Accountable Care, Patient-Centered Medical Home, Panel Management, or Population Health models preferred.
• Bilingual (Haitian Creole or Spanish) highly desired.

 

WORK ENVIRONMENT AND REQUIREMENTS

The work environment and physical demands described here are representative of those encountered while performing the essential functions of this position.

 

Physical Requirements:

- Frequent sitting, standing, walking, bending, and reaching.

- Occasional lifting of up to 20 pounds.

- Ability to use computer and office equipment for extended periods.

Environmental Requirements:

- May be exposed to blood, body fluids, communicable diseases, and other hazardous materials.

- Occasional exposure to loud noises, cleaning agents, and standard office environmental conditions.

- Must adhere to all safety and infection control procedures.