Schedule:
Monday – Friday | 8:30 AM – 5:00 PM (Onsite)
No weekends or major holidays

Location: North Hospital- Otolaryngology Department

This role supports a high-volume clinic serving approximately 100 patients daily and requires close collaboration across multiple departments. The Patient Service Representative plays a key role in ensuring a smooth and positive patient experience from arrival through departure, while maintaining accuracy in patient information and supporting clinical and financial workflows.

Key Responsibilities

• Manage patient check-in and check-out processes
• Provide excellent customer service through patient and provider interactions
• Schedule appointments, including imaging services
• Verify insurance and ensure accurate entry of financial/demographic information
• Process pool messages, maintain bump lists, and scan documentation
• Collect payments and explain charges, policies, and procedures
• Answer incoming calls and appropriately direct patients and visitors
• Identify and resolve scheduling or workflow challenges with professionalism and empathy

Training & Development Benchmarks

• 3 Months: Competency in check-in/out, insurance verification, scheduling, scanning, and basic workflows
• 6 Months: Fully independent in all core responsibilities
• 12 Months: Highly proficient; able to identify workflow inefficiencies and suggest improvements

Skills for Success

• Prior healthcare and/or insurance experience preferred
• Strong customer service and communication skills
• Ability to remain calm, kind, and solution-focused in challenging situations
• Initiative, curiosity, and willingness to ask questions and learn
• Resourceful and adaptable with strong problem-solving abilities

Qualifications

• High School Diploma or GED required
• Experience in a healthcare setting preferred
• Ability to learn and retain medical coding (ICD-10, CPT preferred)
• Knowledge of medical terminology and clinical workflows preferred
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint)

Team & Culture

• Collaborative and cohesive team environment
• Team members actively support one another and leverage individual strengths
• Positive, patient-centered atmosphere focused on delivering high-quality care