Job Details

Patient Services Representative

The Patient Services Representative (PSR) provides front-line administrative and customer service support to ensure a positive, efficient patient experience. This position is responsible for greeting and scheduling patients, managing communication between patients and providers, processing documentation, and maintaining the integrity of patient information. The PSR plays a key role in supporting surgery center operations through professional communication, attention to detail, and a strong commitment to confidentiality and organizational values.

Essential Functions:

Patient Interaction & Communication

• Greets and assists patients and visitors in a professional, courteous manner.
• Answers incoming calls, screens inquiries, takes messages, and provides accurate information or assistance.
• Schedules, confirms, and adjusts patient appointments according to clinic protocols.
• Communicates effectively with patients regarding scheduling, insurance, and office procedures.
• Collects co-pays, deductibles, or outstanding balances in alignment with financial policy.

Documentation & Records Management

• Obtains, verifies, and updates patient demographics and insurance information.
• Requests, receives, and transmits patient medical records in compliance with HIPAA standards.
• Prepares and maintains accurate electronic patient charts and documentation within the electronic health record (EHR) system.
• Prepares correspondence, forms, and other documentation as required.
• Communicates with referring offices and external partners to support continuity of care.
• Accurately posts payments and maintains daily reconciliation of collected funds.

Administrative & Office Support

• Assists with ordering and maintaining office and surgery center supplies.
• Maintains the strictest confidentiality.
• Supports providers and surgery staff with patient flow and administrative tasks.
• Helps maintain organized filing systems and ensures timely record retention.
• Ensures care and maintenance of office equipment and reports issues promptly.

Compliance & Professionalism

• Adheres to HIPAA, OSHA, and company confidentiality standards.
• Maintains a professional demeanor and a commitment to service excellence.
• Follows all organizational policies, procedures, and safety protocols.

Team Support

• Collaborates with administrative staff to maintain efficient daily operations.
• Assists with special projects or additional duties as assigned by leadership.

Knowledge, Skills, and Abilities:

• Knowledge of medical terminology and office procedures.
• Knowledge of grammar, spelling, and punctuation to type from draft copy, review, and edit reports, and correspondence.
• Knowledge of basic arithmetic to make calculations, balance and reconcile figures, and make changes accurately.
• Skill in operating a computer, telephone, and copy machine.
• Ability to type 50 wpm.
• Ability to read, understand, and follow oral, and written instruction.
• Ability to sort and file materials correctly by alphabetic or numeric systems.
• Ability to communicate clearly and concisely.
• Ability to establish and maintain effective working relationships with patients, employees, and the public.

Requirements

Minimum Qualifications:

• High school diploma or equivalent required.
• Prior experience in a medical or healthcare office setting preferred.
• Knowledge of medical terminology and standard office procedures.
• Proficiency with EHR systems, scheduling software, and Microsoft Office applications.
• Strong interpersonal, verbal, and written communication skills.
• Ability to work independently while maintaining a collaborative team approach.
• Excellent attention to detail and ability to manage multiple priorities effectively.

Position Requirements:

• Must successfully complete a comprehensive background check as a condition of employment, including prior to any transfer or promotion within the organization.
• Demonstrates professionalism, integrity, and cultural competence in all interactions.
• Maintains confidentiality of all patients, employee, and company information.
• Exhibits reliability, flexibility, and accountability in fulfilling assigned duties.
• Contributes to an inclusive, patient-centered workplace environment.

Physical Requirements / Typical Working Conditions:

Environment: Work is primarily performed in a temperature-controlled indoor setting.

• Prolonged periods of computer-based work, including data entry and communication.
• Ability to stand, sit, and walk for extended periods throughout the workday.
• Requires bending, stooping, stretching, and occasional lifting of up to 30 pounds.
• Manual dexterity sufficient to operate office and surgery center equipment (computer, keyboard, telephone, copier, fax).
• Requires normal range of hearing, vision, and speech to communicate effectively in person, by phone, and through digital platforms.
• Ability to maintain focus and composure in a fast-paced clinical environment.

Essential Physical Tasks:

Sight: Sufficient to read printed materials and view images or information on a computer monitor.

Smell: Sufficient to detect odors such as smoke or other unusual smells that may indicate an issue.

Hearing: Sufficient to engage in conversations in person, by phone, or over video, and to recognize ambient sounds.

Touch: Sufficient to operate a keyboard, mouse, office equipment, and writing tools.

Physical ability/strength: Sufficient to lift, twist, turn, reach, climb, kneel, squat, sit, walk, stand, or bend as needed throughout a typical workday.

Other Duties: This job description is not intended to be an all-inclusive list of responsibilities, duties, or requirements. Additional tasks may be assigned, or existing duties may change at any time, with or without notice.