Patient Services Representative

Patient Service Representative

A Patient Service Representative (PSR) is the crucial first point of contact, handling administrative tasks like patient check‑in, scheduling, insurance verification, and collecting payments, while also providing vital support by answering questions, explaining procedures, and connecting patients with the right staff, ensuring a smooth and customer service focused experience from arrival to discharge and beyond.

• Greets and registers patients; collects co‑payments, pre‑payments, insurance information, obtains demographic information, makes changes as necessary, obtains patient signatures, etc.
• Collects documentation of informed consent to services, and rights and responsibilities of the patient and the organization, and privacy of health information, including releases of protected health information, as requested.
• Accurately and timely schedules new and existing patients in the current software system; demonstrates knowledge of scheduling practices, guidelines and expectations.
• Communicates all pertinent information to patients, including appointment information, directions, check‑in times, referral information and copayments.
• Answers telephone, responds appropriately to the caller and redirects calls as needed; takes and relays messages requiring follow‑up to appropriate individuals.
• Connects patients with appropriate resources and staff; provides information about Boynton Health Services:
  Urgent Care, Gopher Quick Clinic, Primary Care, Women's Health, Physical Therapy, Nutrition, Travel Clinic, Dental and Eye Clinic and Pharmacy.
• Provides information about how patients can provide service feedback and/or submit complaints.
• Ensures the clinic lobby/patient work areas are tidy, clean, organized, and upholds professional standards; maintains a presentable environment.
• Handles all patient matters and their patient health data confidentially.
• Prioritizes job functions to maximize clinic efficiencies and reduce patient waiting times.
• Demonstrates team work and support of others, including assisting with training and onboarding of new employees.
• Promotes a safe, equitable, respectful, collaborative and harmonious work environment.
• Performs other duties consistent with the job classification and position description.

• Post‑secondary education, administrative/front desk/health clinic, and customer service experience involving phone and in‑person contract with the public, or a combination of the above totaling at least four (4) years.
• Demonstrated experience maintaining a positive, calm, and empathetic demeanor with all patients, and callers, managing difficult situations, and projecting professionalism.
• Strong writing, verbal, and interpersonal skills, plus digital fluency in MS Office and Google Workspace and able to learn and operate health care data systems; fluent in English (written/verbal).
• Effectively operates equipment and communicates on and operates the phone system.
• Experience delivering a high level of customer service by prioritizing customer satisfaction, resolving issues, and adapting to the changing needs of a clinic/office.
• Demonstrated ability for problem‑solving, attention to details, critical thinking, decision‑making, continuous improvement; understands and executes a variety of instructions.
• Proficient at managing competing priorities and able to pivot quickly; works efficiently and at a productive pace, handling interruptions appropriately and meeting deadlines.
• Demonstrated prompt and reliable work attendance; ability to work an open and flexible schedule, typically between 7:30 A.M. – 4:30 P.M. (Monday – Friday).
• Completes work requirements and trainings, as assigned and in a timely manner.

• Experience in a health clinic clerical/front desk position.
• Experience with an electronic medical record system.
• Experience with insurance verification.
• Experience with appointment scheduling software.
• Experience in a multicultural medical or social services setting.
• Bi/Multilingual.

Frequent sitting, standing, walking, and using hands for typing and operating equipment, with occasional…