Patient Service Representative

The Patient Services Representative (PSR) serves as a primary point of contact for patients seeking care at Orthopedic & Sports Institute. This position is responsible for answering and managing high-volume incoming calls, scheduling appointments, obtaining and updating patient information, documenting communications within the electronic medical record, and directing patient inquiries to the appropriate department. The PSR plays a critical role in providing excellent customer service, ensuring accurate patient information, and supporting a positive patient experience from the first interaction with OSI. This position will provide front desk registration and check-in support as needed.

• Answer and manage high-volume incoming telephone calls in a professional and courteous manner.
• Schedule, reschedule, and cancel patient appointments following established scheduling guidelines.
• Gather, verify, and update patient demographic, insurance, and registration information.
• Document patient communications, requests, and messages accurately within the EMR system.
• Route patient messages and inquiries to the appropriate department, provider, or clinical staff member.
• Provide patients with information regarding appointments, clinic locations, directions, and office policies.
• Assist patients with basic insurance, referral, and scheduling questions within the scope of the position.
• Monitor and manage answering service messages, electronic messages, and other communication queues as assigned.
• Assist with front desk registration, check-in, check-out, and payment collection as needed.
• Maintain a professional, compassionate, and patient-focused approach during all interactions.
• Collaborate with providers, clinical staff, surgery scheduling, authorization, and business office teams to ensure continuity of patient care.
• Maintain confidentiality and compliance with HIPAA and organizational policies.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Excellent customer service and communication skills.
• Ability to remain calm, compassionate, and professional when assisting patients.
• Strong organizational skills with the ability to multitask in a fast-paced healthcare environment.
• Attention to detail and ability to accurately document information in the electronic medical record (EMR).
• Working knowledge of medical office, scheduling, patient registration, and insurance processes preferred.
• Ability to maintain confidentiality and comply with HIPAA requirements.
• Dependable, adaptable, and able to work collaboratively with providers and staff to support patient care.

Physical Demands

• Prolonged periods of sitting and computer use.
• Frequent use of hands and fingers for typing and operating office equipment.

Travel Requirements

• Rare travel to OSI outreach clinic locations to provide front desk coverage and support as needed.