Patient Service Representative

The Patient Service Representative (PSR) at Sandhills Medical (SM) plays a vital role in delivering high-quality patient services. This position is responsible for patient registration, scheduling, insurance verification, and front office operations while ensuring an outstanding patient experience. The PSR is expected to adhere to SM policies, HIPAA regulations, and SM’s mission to provide accessible and compassionate healthcare to the community.

Patient Experience & Customer Service

• • Warmly greet patients and visitors upon arrival, ensuring a friendly and professional atmosphere.
  • Provide exceptional customer service, addressing patient inquiries and concerns with professionalism and empathy.
  • Maintain strict patient confidentiality in compliance with HIPAA regulations and SMF policies.
  • Assist patients with completing necessary forms and direct them to appropriate departments as needed.

Scheduling & Registration

• • Schedule, reschedule, and confirm patient appointments based on provider availability and patient needs.
• • Register new and returning patients, ensuring accurate demographic and insurance information is collected and entered into the Electronic Health Record (EHR) system (eClinicalWorks preferred).
  • Verify Medicaid, Medicare, and private insurance eligibility, as well as determine patient qualification for the Sliding Fee Discount Program (SFDP).
  • Educate patients on appointment procedures, required documentation, and any out-of- pocket costs.

Billing & Payments

• • Collect co-payments, outstanding balances, and sliding fee scale payments at the time of service.
  • Provide patients with financial assistance information and guidance on applying for the Sliding Fee Discount Program (SFDP).
  • Issue receipts and maintain accurate financial records in coordination with SMF’s billing department.

Administrative & Compliance Responsibilities

• • Ensure all patient records are accurately maintained and updated in the EHR system.
  • Scan and upload necessary documentation, including identification, insurance cards, and consent forms.
  • Assist in daily reports, balancing cash drawers, and reconciling payments.
  • Adhere to Sandhills Medical Foundation’s compliance policies, quality improvement initiatives, and FQHC operational standards.

Collaboration & Teamwork

• • Work closely with clinical staff, providers, and fellow front office personnel to ensure smooth patient flow.
  • Communicate effectively with patients and colleagues regarding appointment delays, cancellations, or rescheduling needs.
  • Attend team meetings, training sessions, and ongoing professional development opportunities.
  • Schedule, reschedule, and confirm patient appointments based on provider availability and patient needs.

Knowledge/Skills Requirements:

• High school diploma
• Extensive knowledge of medical terminology, procedures and diagnosis
• Fluent in both English and Spanish
• Knowledge of business operation procedures, healthcare insurance and office scheduling
• Proactively identifies/rectifies problems to avoid potential service issues
• Multitasking with a high sense of urgency, communication, phone etiquette, initiative and adaptability, customer service, organizational and time management skills, attention to detail, computer proficiency, scheduling, and maintain professionalism.
• Willingness to occasionally work flexible hours in order to meet the organization’s needs/demands.