Patient Service Representative

Allied Staff • Regular - Onsite - Full Time, Marietta, GA

Apree Health Logo

apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.

Patient Service Representative

 

The PSR is the first touchpoint of the organization when patients call the clinic or visit the clinic in person. The PSR is a crucial link between the patient and the clinical care team. They must work collaboratively with the clinical care team in support of direct patient services, exhibiting flexibility and a “can do” attitude. Patient care and services are the key priorities in this position requiring the PSR to serve as a liaison between internal / external departments and the care center, with the goal of fostering an environment that promotes patient comfort and trust.

Position Qualifications/Essential Functions: 

  • Welcomes and greets patients/clients/visitors to the clinic in a manner that is helpful and friendly; determines purpose of visit and directs patients/clients/visitors to appropriate person or department(s)

  • Maintains great customer service at all times and resolves conflict and issues at the time they occur

  • Schedules appointments for patients and updates any patient information in the EMR as needed 

  • Conducts daily outreach (Phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership  

  • Performs day-to-day administrative functions and general office duties

  • Collects and processes payments at time of service

  • Answers numerous phone calls while embedding the Urgent/Emergent protocols and using a multi-line system while maintaining a high level of customer service

  • Contacts insurance companies or other associated companies as needed for patient care. Verifies patient eligibility for clinical services and insurance, collects patient copay when appropriate

  • Attends and participates in team meetings and huddles. Collaborates in developing team priorities

  • Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed

  • Adheres to all clinical policies on safety and security; maintains restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality

  • Must exercise the utmost diplomacy and tact to provide excellent customer service to patients 

  • Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements

  • Manages office supplies while being fiscally responsible

  • Performs other duties as assigned

 

Additional Qualifications: 

  • Advanced phone skills; able to effectively relate via telephone and in-person to serve the needs of patients/clients/visitors in an efficient and productive manner

  • Additional language abilities are preferred.

  • Willingness to work a variety of shifts, including early mornings, evenings and weekends

  • Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards

  • Intermediate computer knowledge and skills 

 

Education/Experience: 

  • High School diploma or GED required

  • Associate Degree or higher is preferred

  • Minimum 1-2 years’ experience working in a customer service setting, medical office preferred

  • Answering multiple phone line system in highly confidential environment

  • Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM

 

Demonstrated Attributes: 

  • Exceptional interpersonal customer service skills

  • Exceptional verbal and written communication skills 

  • Ability to maintain professionalism at all times when working with staff, patients, and clients

  • Must demonstrate cultural sensitivity and the ability to work with diverse people groups

  • Ability to multi-task and work well under pressure with minimal supervision

  • High attention to detail and ability to problem solve using critical thinking skills

  • Must be flexible and accommodate the changing needs of the clinic 

  • Demonstrate an understanding of and commitment to The Vera Way by practicing its key components of empathetic listening, mindfulness, continuous learning, a coach approach, innovation, adaptability and resilience with all members of Vera’s staff, clients and patients

 

Employee Health Requirements: 

  • Documentation of Hep B vaccination or proof of immunity (titer). 

  • Documentation of proof of a negative TB test in the last 90 days before start-date. 

  • We require CPR certification (BLS) pre-hire and ongoing  

  • Documentation of annual influenza and COVID-19 vaccinations in compliance with company policy 

 

Compensation:  $18-$23/hr. & bonus eligible (national average, premium markets may vary) 

preloader