The Patient Service Representative serves as a key member of the medical office team and plays an important role in creating a welcoming, organized, and efficient experience for patients, clients, providers, and staff.

In this role, the Patient Service Representative is often the first point of contact for patients, whether in person or by phone. This position is responsible for greeting and registering patients, scheduling appointments, managing provider schedules, supporting telephone communication, and completing a variety of clerical and electronic medical record functions.

The Patient Service Representative helps ensure the office runs smoothly each day by supporting patient flow, maintaining accurate records, assisting with follow-up needs, and providing professional, compassionate service that reflects the mission and values of Covenant Health.

Key Responsibilities

The Patient Service Representative will:

• Prepare the office for daily operations and help maintain an organized, professional environment.

• Greet patients, clients, and visitors promptly and courteously.

• Register patients and collect required demographic, employer, insurance, and billing information.

• Provide necessary paperwork or electronic forms to patients and notify clinical staff of patient arrivals.

• Schedule appointments, follow-up visits, referral appointments, and other patient-related services.

• Manage provider schedules to support efficient patient flow and minimize wait times.

• Make reminder calls to patients prior to appointments.

• Track incomplete appointments and follow up as needed.

• Review emergency department reports and other documentation to help ensure appropriate follow-up appointments are scheduled.

• Answer incoming calls professionally, identify the practice and self, gather information, route calls, and take accurate messages.

• Prepare clear and concise electronic phone messages and direct them to the appropriate recipient.

• Collect co-pays, fees, or other payments and help ensure patients understand payment arrangements.

• Process billing sheets, flow sheets, forms, and related documentation.

• Retrieve, scan, index, and attach medical records and visit documentation into the electronic medical record.

• Review pending charts and follow up on outstanding requests in a timely manner.

• Process and distribute records related to injury treatment, pre-placement exams, transcription, test results, and other authorized patient records.

• Maintain strict confidentiality of all patient, client, and organizational information.

• Sort and distribute mail and order office supplies, non-medical supplies, and medical books as needed.

• Provide administrative and secretarial support to managers, directors, providers, and other team members.

• Assist with patient discharge processes within the appropriate software system.

• Support the orientation of new staff as assigned.

• Attend and participate in staff meetings, training opportunities, and ongoing performance improvement efforts.

• Identify opportunities to improve office processes, patient experience, and workflow.

• Work safely in accordance with OSHA standards, department policies, and organizational procedures.

• Support and promote the mission, vision, and values of Covenant Health.

• Perform other duties consistent with the role.

Job Requirements

The ideal candidate will have:

• Strong customer service, interpersonal, and patient relation skills.

• A professional, courteous, and compassionate communication style.

• The ability to manage multiple priorities in a busy medical office setting.

• Strong organizational skills and attention to detail.

• The ability to work independently and as part of a team.

• Sound judgment and the ability to use discretion when making decisions.

• Excellent computer skills and the ability to learn and navigate multiple software systems.

• Effective telephone communication skills.

• The ability to read, write, speak, and understand English.

• The ability to remain calm and professional when working with patients or callers who may be upset, fearful, angry, or frustrated.

• The ability to work in a variety of settings, including busy, crowded, or confined workspaces.

• A commitment to confidentiality, safety, professionalism, and continuous improvement.

Education and Experience

• High school diploma or GED required.

• One year of customer service experience in a medical office setting preferred.

An equivalent combination of education and experience that demonstrates proficiency in the responsibilities of this role may be considered.