Patient Services Representative na Southlake Orthopaedics

POSITION SUMMARY:

The Patient Services Representative (PSR) serves as the first point of contact for patients-both in person and over the phone-and is responsible for delivering a seamless, compassionate, and efficient patient experience. This role combines front desk responsibilities with call center functions, including appointment scheduling, insurance verification, and patient intake support. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment that requires excellent communication and problem-solving skills.

QUALIFICATIONS AND SKILLS:

• High School Diploma or equivalent required
• 6 months of experience in a medical office or call center environment, preferably in a healthcare setting.
• Knowledge of EHR systems and medical terminology is highly desirable.
• Strong communication and interpersonal skills.
• Ability to multitask and work independently in a fast-paced environment.
• Proficiency in Microsoft Office and other relevant software platforms.
• Exceptional attention to detail and organizational skills.

ESSENTIAL RESPONSIBILITIES:

Patient Communication & Customer Service

• Answer incoming calls promptly and courteously in a high-volume call center environment.

• Greet patients and visitors warmly and professionally at the front desk.

• Respond to patient questions and concerns regarding services, appointments, billing, and referrals.
• Maintain a positive and compassionate approach in all interactions with patients, families, staff, and providers.

Scheduling & Coordination

• Schedule appointments for new and established patients using electronic scheduling software.
• Confirm and update appointments and insurance eligibility.
• Coordinate patient referrals and ensure referral documentation is complete.
• Obtain prior authorizations and pre-certifications when required.

Patient Intake & Documentation

• Accurately collect, verify, and input patient demographic and insurance information into the Electronic Health Records (EHR) system.
• Create and maintain patient charts with up-to-date contact, pharmacy, and physician information.
• Distribute and collect appropriate pre-visit documents and ensure they are completed and scanned into patient charts.

Front Desk Operations

• Check patients in and out with accuracy and efficiency.
• Collect copays and outstanding balances; issue receipts and maintain accurate financial records.
• Monitor and prepare the daily appointment schedule.
• Maintain the cleanliness and organization of the front desk and lobby areas.
• Ensure forms, supplies, and patient-facing materials are stocked and available.

Insurance & Referral Management

• Verify insurance coverage and obtain necessary referrals from primary or referring providers.
• Communicate with insurance companies to facilitate eligibility checks and pre-authorizations.
• Escalate urgent or unresolved issues appropriately to ensure timely patient care.

WORK ENVIROMENT:

• This position operates in both a clinical front office and a call center setting.
• Requires sitting, standing, and walking for extended periods.
• Must be able to lift up to 25 lbs occasionally (e.g., stocking forms/supplies).

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.