Job Description Summary

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.

How will you make an impact & Requirements

Patient Services Representative

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
• 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 12 months 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

Physical Demands:
• Requires sitting for extended periods of time
• Manual and finger dexterity and eye-hand coordination
• Requires corrected vision, hearing and speech within normal ranges

Compensation:  $20-$25/hr. & bonus eligible