Patient Services Representative

We are seeking an experienced Patient Service Representative II (PSR II) to provide high-level clerical, administrative, and patient coordination support in a busy healthcare environment. The ideal candidate will have at least 2 years of healthcare administrative experience and strong knowledge of patient scheduling, insurance, referrals, authorizations, and patient flow.

Key Responsibilities

• Independently manage patient check-in and check-out, including payment collection and reconciliation.

• Verify and maintain accurate patient demographics and insurance information in CS-Link.

• Schedule and coordinate patient appointments while maintaining smooth patient flow.

• Follow established scheduling protocols, guidelines, and standard operating procedures.

• Coordinate complex and multi-department appointments, including Echo, EKG, Zio, laboratory testing, and other ancillary services.

• Monitor daily schedules and identify no-show appointments for appropriate follow-up and rescheduling.

• Review healthcare insurance benefits to determine patient financial responsibility and authorization requirements.

• Manage provider master schedules and coordinate schedule changes and patient/provider correspondence.

• Process and track patient referrals and authorizations.

• Serve as a liaison between patients, providers, clinical teams, and other departments.

• Assist patients with navigating appointments and completing required workups in other departments.

• Retrieve and obtain medical records according to clinical protocols.

• Answer incoming telephone calls, take complete and accurate messages, and route or triage calls appropriately.

• Utilize automated call distribution systems (ACD) when required.

• Participate in departmental huddles, staff meetings, and occasional presentations.

• Maintain department-specific data and workflows using Lean methodology.

• Follow HIPAA, infection prevention, confidentiality, and organizational policies.

• Assist with courier duties within the medical center, including transporting supplies and documents.

• Maintain accurate documentation and protect patient information.

• Perform additional administrative and patient coordination duties as assigned.

Required Qualifications

• High School Diploma/GED required.

• Minimum 2 years of healthcare administrative experience.

• Strong experience with patient scheduling and coordination.

• Experience with patient check-in/check-out and payment collection.

• Knowledge of healthcare insurance benefits, referrals, and authorizations.

• Strong customer service and communication skills.

• Ability to manage high-volume patient coordination and complex scheduling.

• Strong attention to detail and ability to maintain accurate patient information.

• Ability to work effectively with patients, providers, clinical staff, and multiple departments.

Preferred Skills

• Experience with CS-Link/Epic.

• Experience in a hospital or large healthcare system.

• Knowledge of complex insurance benefits and patient financial responsibility.

• Experience coordinating multiple appointments across departments.

• Familiarity with Lean workflow processes.