What is a patient service representative's job description?

The patient services representative plays a critical customer service role in a healthcare organization as they are the initial and final point of contact for their patients.

The job description of a patient services representative outlines the primary responsibilities of the role. This is typically focused on how the role is intended to complete the registration process for patients at check-in and check-out.

The role is also responsible for verifying and updating the patient's demographic, insurance and payment information within the practice management system.

Common job duties and responsibilities included on job descriptions for this role include the following:

• Greets patients and visitors in a prompt, professional, and respectful manner.

• Patient Check-In: verifies insurance, including eligibility; verifies and/or updates patient demographic information at every visit; ensures appropriate patient paperwork and surveys are distributed.

  Addresses pop-up reminders, removing as appropriate; collects patient payment as indicated using approved PCHC language; ensures office scheduling policies are maintained. Also, PSR must be comfortable and demonstrate the ability to collect a patient's insurance responsibility at the time of service.

• Patient Check-out: Confirms at check-out that patient is aware of any financial responsibility owed at the time of service not collected at check-in; provides patient with follow-up appointments as necessary.

  Follows up on incomplete information with appropriate provider; follows-up with written directives from clinicians.

• Schedules patient appointments following protocol and guidelines provided to assist clinical staff in maintaining optimal patient flow.

• Answers patient inquiries of all types in an effort to streamline the process for patients and reduce the workloads of providers and their medical assistants.

• Enters new patients into a computer system and schedules appointments following protocol and guidelines provided.

The most common requirements included in job descriptions for this role include knowledge of electronic medical records, good communication skills, and attention to detail. This role typically looks for someone who has an associate's degree or equivalent work experience and a medical terminology certification.