Patient Services Representative

Overview

Friendship Ambulatory Surgery Center - Chevy Chase, MD

The Patient Service Representative (PSR) is responsible for providing the full scope of patient access interactions and functions across telephone, internet, and in-person channels, as well as patient scheduling, logistics, and daily workflows including cancellations, missed visits, tickler-recall deployment, and revenue cycle activities (claim scrubbing and missing slip completion).

Pay range: $19 - $31.89/hr.

• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Initiate pre-registration process and ensure all demographic information and insurance data are accurate, complete, and up to date on the patient’s chart.
• Verify insurance information, verify benefits, and verify insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Facilitate easy patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g., medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling at check‑in, including identifying alternative funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff to facilitate ease of care; identify and resolve trouble spots and patterns in the provision of care.
• Notify appropriate parties of appointment times, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service skills.
• Comply with company policies and standards.

• Education:
  
  High School Diploma or GED.
• Experience:
  
  2+ years in a patient-facing healthcare function or other customer service function preferred.
• Excellent verbal and written communication skills in English; bilingual is a plus.
• Strong critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, coworkers, other departments, and patients of all ages from diverse backgrounds.
• Ability to work as an integral team member under minimal supervision in a fast-paced, complex environment.
• Ability to maintain tolerance and sensitivity in stressful situations and safeguard confidential information per policies and HIPAA.
• Computer literacy and ability to use multiple systems; proficiency in Microsoft Office Suite.

• Competitive Compensation – Base salary, performance bonuses, and regular reviews.
• Health & Wellness – Comprehensive medical, dental, and vision insurance; wellness program.
• Retirement Planning – 401(k) with company match.
• Generous Time Off – Paid vacation, sick leave, and company holidays.
• Learning & Development – career growth programs.
• Other Perks – Commuter benefits, voluntary accident and critical illness plans, FSA/HSA and Dependent Care FSA, employee discounts, and more.