Job Description

The Patient Services Representative (PSR) is primarily responsible for managing high-volume phone and patient communication in a fast-paced healthcare environment. This role serves as a crucial point of contact for patients calling to schedule, confirm, or adjust appointments, request information, or follow up on care coordination.

Key Responsibilities:

• Manage high call volume while maintaining excellent customer service.
• Answer multi-line phones, route calls appropriately, and take accurate messages.
• Schedule, reschedule, and cancel appointments in accordance with provider availability.
• Verify insurance details and input/update patient demographic and payer information.
• Document call outcomes in the electronic health record (EHR) system.
• Coordinate follow-ups with clinical and administrative staff as needed.
• Handle voicemail messages promptly and accurately.
• Perform other administrative duties as assigned, with a focus on phone-based tasks.

Qualifications:

• High school diploma or equivalent required.
• Minimum 1 year of customer service experience, with a preference for call center or phone-heavy roles .
• Healthcare setting experience strongly preferred.
• Familiarity with EHR systems and multi-line phone systems.
• BLS certification preferred (can be obtained after hire if needed).

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