Patient Service Representative

Job Title: Patient Service Representative

Job Classification: Full-Time, Non-exempt

Work Schedule: Monday through Friday, 8:00 am to 5:00 pm

Reporting Relationship: Supervisor of Clinic Operations

Location: On-site, Atlanta GA

Primary Accountability (Job Purpose):

The Patient Service Representative (PSR) supports HEAL’s front-desk and patient access operations. Serving as the first point of contact for patients, this role provides a welcoming and efficient experience by greeting patients, managing check-ins and check-outs, verifying insurance and demographic information, and coordinating appointments across multiple clinical departments. The PSR plays a key role in advancing our mission to deliver accessible, equitable, and patient-centered care to the community.

Essential Functions:

• Greets and assists patients in person and by phone, providing courteous, professional service in accordance with clinic protocols.
• Coordinates patient appointments—including scheduling, rescheduling, and cancellations—across multiple departments within the ECW electronic health record (EHR) system.
• Supports patient check-in and check-out processes, ensuring accurate verification of demographics, insurance coverage, and required documentation.
• Communicates clear and timely information regarding clinic services, provider availability, insurance requirements, and appointment instructions.
• Identifies and promptly escalates urgent concerns, clinical questions, or complex issues to appropriate clinical or administrative staff.
• Maintains accurate and complete patient records within ECW and other tracking systems in compliance with documentation standards.
• Protects patient privacy and confidentiality in accordance with HIPAA regulations and organizational policies.
• Provides general administrative and patient support, including reminder calls, follow-ups, and coordination of necessary paperwork.
• Performs additional duties as assigned.