Patient Service Representative

Department: Rural Health Clinic
Status: Full-Time | 1.0 FTE (40 hours/week)
FLSA Status: Non-Exempt
Reports To: Manager: Clinic
Location: Pagosa Springs Medical Center – Pagosa Springs, Colorado

🏥 Position Highlight

Be an essential part of the patient experience by helping patients navigate appointments, registration, scheduling, and healthcare services with compassion, accuracy, and exceptional customer service.

Position Summary

Pagosa Springs Medical Center (PSMC) is seeking a friendly, organized, and customer-focused Patient Service Representative (PSR) to join our Rural Health Clinic team.

The Patient Service Representative plays an important role in creating a positive and seamless experience for patients from the moment they arrive or contact the clinic. This position performs a variety of administrative and clerical functions related to patient registration, scheduling, documentation, follow-up appointments, and payment collection. The PSR also supports assigned care teams by answering phones, processing messages and faxes, managing documents, and helping ensure smooth daily clinic operations.

The ideal candidate enjoys helping people, thrives in a busy healthcare environment, and can balance exceptional customer service with accuracy, efficiency, and attention to detail.

Why Join PSMC?

• Be part of the team that creates a welcoming and positive experience for our patients
• Build meaningful relationships with patients and families in our community
• Work closely with providers, nurses, and other healthcare professionals
• Gain valuable experience in healthcare operations, scheduling, registration, and electronic health records
• Enjoy a diverse role where each day brings new opportunities to help patients
• Join a collaborative rural healthcare organization where your work makes a meaningful difference

Key Responsibilities

Patient Registration & Check-In

• Welcome patients and provide professional, compassionate customer service
• Accurately complete the patient check-in and registration process
• Verify patient demographics, insurance information, and required documentation
• Create accurate patient encounters for clinic, walk-in, specialty, laboratory, and diagnostic imaging services
• Scan identification, insurance cards, records, orders, and other documentation into the electronic health record
• Obtain required patient consents and registration documentation
• Help ensure patient records are accurate, complete, and confidential

Appointment Scheduling & Patient Flow

• Schedule clinic appointments and follow-up visits according to established workflows
• Answer scheduling calls and assist patients in accessing appropriate services
• Collaborate with clinical staff to support efficient walk-in clinic scheduling and patient flow
• Recognize information that may indicate a patient needs immediate nurse triage and follow established procedures
• Monitor no-show, cancellation, and rescheduling reports
• Review schedules for errors, incomplete encounters, or missing information and make appropriate corrections
• Support scheduling for specialty and behavioral health services

Customer Service & Communication

• Answer and manage a multi-line telephone system and route calls appropriately
• Take accurate messages and communicate information to care team members
• Monitor and respond to assigned scheduling and referral work queues
• Assist patients with general clinic information and questions
• Support patients with medical records requests and release forms
• Maintain professional, compassionate communication with patients, families, providers, and coworkers

Payments & Insurance Support

• Collect, document, and post patient payments and co-payments accurately
• Safeguard cash payments according to established procedures
• Inform patients of available financial assistance resources when appropriate
• Verify insurance and authorization information as required
• Support authorization processes for eligible patients and services

Clinic & Care Team Support

• Provide clerical and administrative support to clinical staff
• Process incoming faxes and upload documents to the appropriate patient record
• Assist with referral and scheduling workflows
• Prepare and distribute new patient and Medicare Annual Wellness documentation
• Support patient outreach activities as assigned
• Complete opening and closing responsibilities
• Assist with training and orientation of new Patient Service Representatives
• Provide electronic health record registration support to team members
• Cross-train to effectively perform Patient Access Specialist functions as required by PSMC