Patient Service Representative (PSR)

Patient Service Representative (PSR) Patient Service Representatives serve as the vital first contact for all patients, visitors, volunteers, and staff entering our clinic while providing flexible clinical support as operational needs require. This role combines exceptional front desk operations with clinical assistance capabilities, ensuring seamless patient care from registration through discharge. PSR's are responsible for maintaining a professional, welcoming environment while adapting between front office and clinical duties to support our mission of providing comprehensive healthcare to homeless and medically underserved populations. Front Desk Operations & Patient Registration Open and secure front office operations daily by 7:45 AM, ensuring all systems are operational and lobby area is prepared for patients Serve as primary patient contact providing warm, professional greeting and assistance to all clinic visitors Complete comprehensive patient registration for new and established patients, ensuring accurate demographic and insurance information Verify insurance eligibility and benefits in advance of appointments to prevent service delays Review and collect patient financial responsibility for medical, behavioral health, and dental services according to sliding fee schedule during registration and annual renewal processes Monitor front lobby for safety and emergencies ensuring patient comfort and addressing immediate needs Manage patient communication systems including retrieving and returning voicemails Conduct appointment confirmation calls Coordinate appointment scheduling and rescheduling for services as directed Process daily financial reconciliation by balancing open journal reports with actual collections for accuracy Handle all incoming telephone calls using professional etiquette, taking detailed messages, providing service information, and routing calls to appropriate departments Collect, scan, and process registration documents including identity verification, proof of income, and residency documentation Analyze and evaluate medical record requests in accordance with departmental policies and HIPAA regulations Reports all HIPAA violations and/or potential risks related to the release, use, and/or maintenance of medical records to the Privacy Officer. Clinical Support & Patient Care (As Needed) Provide clinical assistance when operational needs require, including vital signs collection, patient preparation, and basic medical tasks Assist medical staff with patient examinations and procedures under direct supervision Prepare examination rooms maintaining cleanliness, organization, and proper equipment setup Support patient education activities regarding medical procedures, medications, and health maintenance as directed Training & Professional Development Lead, guide, and train staff, student employees, interns, and volunteers in patient health information tasks Participate in continuing education opportunities to maintain current knowledge of healthcare operations and regulations Cross-train in multiple areas to provide flexible coverage based on organizational needs Support quality improvement initiatives and operational enhancement projects Perform miscellaneous job-related duties and/or functions as assigned. Required Qualifications Education & Experience High school diploma or GED with 2 years of experience directly related to healthcare operations Medical Assistant certification preferred (CMA or RMA) with front desk operations experience Healthcare front desk experience within community health center or physician practice environment strongly preferred Experience serving diverse populations including homeless and medically underserved communities Technical Skills & Knowledge Microsoft Office Suite knowledge including Word, Excel, and database management Standard office equipment operation including fax, copier, printer, scanner, and multi-line phone systems Personal Attributes Commitment to HCCH mission and dedication to serving vulnerable populations Flexibility and adaptability to changing operational needs and varying work schedules Team collaboration skills with ability to work effectively across departments Patient-centered approach with empathy and understanding for complex patient needs Professional integrity with strict adherence to confidentiality requirements Bilingual capabilities preferred especially Spanish and/or Haitian Creole

Created: 2026-03-04