Patient Service Representative

Job Description

Job DescriptionJOB DESCRIPTION

JOB TITLE: Patient Service Representative

EMPLOYER: Metroplex Medical Centres

DEPARTMENT: Front Desk Clinical

REPORTS TO: Practice Manager

EFFECTIVE DATE: 4/6/2026

SUMMARY:

The Patient Service Representative is responsible for creating a welcoming and professional environment while efficiently managing the patient check-in and check-out process. This role supports communication between patients and clinical staff, ensures compliance with confidentiality standards, and helps maintain smooth front-office operations. The Patient Service Representative I typically possesses 0–4 years of healthcare, customer service, or medical office experience and is responsible for performing front-office duties under general supervision. This position focuses on developing proficiency in patient registration, scheduling, insurance verification, and customer service while following established organizational policies and procedures. The Patient Service Representative l works collaboratively with team members and clinical staff to support daily operations and ensure a positive patient experience while continuing to build knowledge and skills within the front-office environment.

DUTIES AND RESPONSIBILITIES:

• Greet and welcome patients in a professional and courteous manner.
• Ensure the reception area and waiting room remain clean and organized.
• Provide patients with information regarding clinic services, policies, and procedures.
• Monitor patient flow and communicate with clinical staff regarding delays or schedule adjustments.
• Manage phone systems by answering phones promptly, directing calls and messages to the appropriate personnel as needed.
• Schedule, reschedule, and confirm upcoming appointments as directed.
• Collect and scan copies of insurance cards and identification into the EHR.
• Verify insurance eligibility and benefits
• Collect Co-Pays, Co-Insurance, Deductible based on patient responsibility.
• Address patient inquiries, resolve minor concerns, and escalate issues when needed.
• Distribute incoming faxes and messages to appropriate staff.

• Maintain confidentiality of patient information in compliance with HIPAA.

• Assist with administrative task, including daily reports, logs, and end-of-day reconciliation as assigned.
• Support referral coordination, prior authorizations, or prescription refills as needed.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Certificates, licenses and registrations required:
  • N/A

• Computer skills required:
  • Internet
  • Spreadsheet Software (Excel);
  • Word Processing Software (Word);
  • Electronic Mail Software (Outlook);
• Other skills required:
  • N/A

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences;
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values;
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Adapts strategy to changing conditions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• The employee must;
  • occasionally lift and/or move up to __10__ pounds.
• Specific vision abilities required by this job include: close vision.
• Specialized equipment, machines, or vehicles used: Computer and phone system.