Patient Services Representative

DUTIES AND RESPONSIBILITIES

• Coordinate patient care within and across departments, including collaboration with external partners as needed.
• Serve as a primary communication liaison between patients, providers, nursing staff, and care teams.
• Perform patient check-in and registration activities, including insurance verification, collection of co-pays or payments, administration of the sliding scale program, and arrival of patients in the EHR.
• Educate patients on appointment expectations, required forms, payment responsibilities, and clinic policies.
• Accurately enter, update, and maintain patient demographics, encounters, referrals, forms, and prescription requests in the EHR.
• Assist with appointment scheduling, including same-day, follow-up, specialty, internal referral, and recall appointments.
• Perform patient check-out functions, including scheduling follow-up appointments and reviewing After Visit Summaries.
• Conduct patient pre-registration prior to scheduled visits and monitor timely completion.
• Manage appointment reminders, no-shows, cancellations, recall lists, and end-of-day reconciliation activities.
• Conducts reminder calls
• Follow up with patients after emergency department visits, hospital admissions, or discharges to coordinate timely follow-up care.
• Support referral coordination and prior authorization processes in collaboration with providers and nursing staff.
• Promote and assist patients with enrollment and navigation of the patient portal, including MyChart.
• Manage assigned work queues and In-Basket messages related to registration, scheduling, prescriptions, and discharge communications in a timely manner.
• Process clinical and administrative documentation, including lab results, durable medical equipment requests, pharmacy authorizations, and related forms.
• Track and manage patient forms, letters, PT-1 forms, and transportation requests, including The Ride.
• Support patient outreach and re-engagement efforts through phone calls, electronic communications, and registry-based reports.
• Send and manage Artera messages and assist with outreach and recall campaigns.
• Coordinate patient transfers between clinics and Urgent Care as needed.
• Support provider onboarding and offboarding activities, including equipment, supplies, and access coordination.
• Perform general administrative duties, including ordering supplies, picking up the mail daily and maintaining clean, organized work and patient areas.
• Exercise sound judgment to appropriately escalate issues to supervisors or leadership to ensure timely resolution.
• Maintain compliance with HIPAA and protect the confidentiality and privacy of patient information.
• Meet established service level expectations, productivity goals, and key performance indicators.
• Attend required staff meetings, trainings, and educational sessions.
• Provide coverage for check-in, check-out, registration, managed care, or call center functions as assigned.
• Other duties and/or locations as assigned.