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About the Role

The Patient Service Representative (PSR) will provide excellent customer service to patients and families in an office setting, offering administrative support to ensure the efficient operation of the medical office. Employees make a positive IMPACT by demonstrating the Company’s Core Values: Integrity, Making a Difference, Positivity, Adaptability, Compassion, and Teamwork. We’re seeking a PSR with experience in medical office settings or healthcare who is passionate about working with children and families, delivering excellent customer service, and supporting smooth office operations.

Responsibilities

Greet patients and visitors, check-in patients and direct to appropriate waiting areas.
Ensure all forms, consents, and screenings are completed by patients and/or parents.
Answer/direct incoming phone calls and retrieve/direct messages from voicemail lines.
Schedule and confirm appointments; perform follow-up on missed appointments.
Compile information and maintain patient record in Electronic Medical Record system.
Receive and route messages and documents (such as lab results) to appropriate staff.
Answer billing questions left on the billing line.
Confirm insurance eligibility through online verification tools.
Collect co-pays and balances, post charges and run reports for end of day balance sheet.
Complete record requests for transfer; transmit medical records (mail, email, fax, EMR).
Facilitate patient flow and communicate delays with patients and providers.
Check-out patients, schedule future appointments, and assist with referral process.
Demonstrate the primary goal of customer satisfaction through positive interactions with patients, parents, providers, colleagues, and other members of the patient care team in a respectful, courteous, confidential, and caring manner.
Participate in quality assurance/quality improvement programs and activities within the practice setting.
Attend and participate in required in-service and mandatory meetings for continuous quality improvements.
Support change and new programs to improve patient care and staff morale.
Protect the privacy and security of confidential and sensitive patient information.
Assist with training and serve as a resource for other staff.
Perform any other tasks as assigned by the manager, or as directed by a provider.

Requirements

Enjoy working with infants, children, teens, and young adults.
Customer service skills, interpersonal skills, and team player mentality.
Display empathy, compassion, patience, sensitivity, and understanding.
Strong communication skills.
Organizational skills, time management skills, and attention to detail.
Ability to work well under pressure and remain calm.
Flexibility and Adaptability.
Critical thinking and creative problem-solving skills.
Demonstrate good judgment and decision-making skills.
Display initiative, motivation, and a willingness to learn.
Maintain patient confidentiality and uphold professional ethics.
Must be able to lift 25 lbs.
Must be able to walk, stand and sit for extended periods.
Includes but is not limited to bending, squatting, reaching, and carrying.
The employee must be able to lift, pull and bend or assist to physically restrain a combative patient.
Employee is required to talk and hear through direct patient contact and telephone conversation.
Requires close vision work with computer and keyboard entry.
Must observe guidelines to guard against disease, accidental needle sticks and exposure to instrument sterilizing chemicals.
The employee will be employed under the provisions of MHA’s general employment policies as written and amended in MHA’s employee handbook.
The employee will be held accountable for the provision of patient confidentiality both within and outside the office setting.
The employee will always maintain a respectful attitude towards patients and employees.

Skills

Customer service
Interpersonal skills
Team player mentality
Empathy
Compassion
Patience
Sensitivity
Understanding
Strong communication
Organizational skills
Time management
Attention to detail
Work well under pressure
Remain calm
Flexibility
Adaptability
Critical thinking
Creative problem-solving
Good judgment
Decision-making
Initiative
Motivation
Willingness to learn
Maintain patient confidentiality
Uphold professional ethics
Basic computer literacy
Proficiency with medical record technology
MEDENT experience/knowledge

Location

Office setting

Work Type

Full time
Availability to work evenings and Saturdays

Experience Level

One year of experience in customer service, clerical, or reception preferred.

Education Level

High school diploma or equivalent.

About the Company

Employees make a positive IMPACT by demonstrating the Company’s Core Values while in the workplace: Integrity, Making a Difference, Positivity, Adaptability, Compassion, and Teamwork.
PSR’s perform functions in accordance with Medical Health Associates of WNY policy and procedure and as directed by management and/or providers.
Well lit, secure, controlled temperature environment with noise level quiet to moderate.
Tasks may involve exposure risk to blood and body fluids.