The Patient Service Representative is the primary point of contact for our patients, managing both in-person arrivals and a high volume of telephonic inquiries. This role greets, instructs, and directs patients/visitors while maintaining professional call-handling standards. The PSR ensures clinical schedules are optimized through efficient check-in/out and proactive phone management.
Essential Job Duties:
Act as the primary responder for inbound calls and manage multiple phone lines with professional etiquette to ensure minimal hold times.
Manage patient communications via phone, email, and patient portals to confirm appointments and answer non-clinical inquiries.
Greet in-person visitors and perform "virtual check-ins" over the phone to verify all demographic and insurance information at every touchpoint.
Navigate Electronic Health Record (EHR) systems to schedule, reschedule, and cancel appointments according to specific provider protocols.
Collect co-pays, co-insurance, or balances over the phone and in person.
Direct patients to Patient Financial Specialists (PFS) for complex financial agreements or insurance updates.
Communicate real-time schedule updates, such as late arrivals or urgent "work-ins," to clinical staff to maintain steady patient flow.
Monitor call queues and patient wait times, utilizing de-escalation techniques when necessary to ensure a positive patient experience.
Batch and balance all monies and transactions daily and complete end-of-shift activity reports with 100% accuracy.
Follow all HIPAA guidelines regarding the protection of Personal Health Information (PHI) in both verbal and digital formats.
Privia Health
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