Patient Service Representative

Trillium Health; City of Rochester (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

Join us at Trillium Health Clinic in Rochester as a Patient Service Representative. Under the PSR Lead supervision, you will perform non-clinical duties supporting patients, clinic staff, and providers, following established procedures.

Responsibilities include greeting patients, scheduling, EMR data entry, insurance verification, payments, records management, and ensuring confidentiality while upholding our mission and inclusive culture.

Qualifications

• Excellent customer service and communication.
• English fluency (read/write/speak).
• Proficiency with EMR systems.
• Strong organization and attention to detail.
• Ability to multitask in a fast-paced environment.
• Discretion handling confidential information.
• Team-oriented with collaboration.
• Commitment to inclusiveness and cultural sensitivity.

Responsibilities

• Serve as the first point of contact for patients, providing a welcoming and professional experience.
• Schedule appointments and manage patient information using the EMR system.
• Answer and route phone calls; initiate triage requests when appropriate.
• Check patients in and out, verify insurance, and process payments.
• Maintain accurate medical records and manage incoming/outgoing documentation.
• Support providers with administrative tasks and schedule adjustments.
• Uphold confidentiality and demonstrate respect for diversity and inclusion.
• Participate in quality improvement and compliance activities.

Skills

Customer service

English fluency

EMR proficiency

Organization

Multitasking

Discretion

Team player

Cultural sensitivity

Education

High school diploma or GED

1–3 years clinic experience

Medical Office Assistant Certification

EPIC EMR experience

Bilingual Spanish

Tools

EPIC EMR

EMR systems

Job description

Department:

Clinic

Position Type:

Full-Time

FLSA:

Non-Exempt

Job Summary

Join us and be a part of Trillium-a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. Under the direct supervision of the PSR Lead, the PSR is responsible for performing a variety of non-clinical duties in support of patients, clients, clinic medical providers and other ancillary staff following established methods and procedures.

Duties/Responsibilities

• Serve as the first point of contact for patients, providing a welcoming and professional experience.
• Schedule appointments and manage patient information using the EMR system.
• Answer and route phone calls; initiate triage requests when appropriate.
• Check patients in and out, verify insurance, and process payments.
• Maintain accurate medical records and manage incoming/outgoing documentation.
• Support providers with administrative tasks and schedule adjustments.
• Uphold confidentiality and demonstrate respect for diversity and inclusion.
• Participate in quality improvement and compliance activities.

Miscellaneous

• Requires the ability and commitment to respect and support patients, other employees and visitors with various lived experiences.
• Requires individual demonstration of commitment to the mission, vision, One Trillium values, behaviors and modeling them in the organization.
• Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.
• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits and quality improvement plans.
• Required to participate in continuous improvement of job responsibilities and organizational or work processes to advance the organization or department.
• Other specific duties as assigned.

Required Skills/Abilities

• Excellent customer service and communication skills.
• Ability to speak, read, and understand English fluently.
• Proficiency with electronic medical record (EMR) systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Comfortable handling sensitive information with discretion.
• Team-oriented with a collaborative mindset.
• Commitment to inclusiveness and cultural sensitivity.

Education And Experience

• Minimum of a high school diploma or equivalent (GED) required.
• 1-3 years of experience working in a medical office or clinic setting required.
• Medical Office Assistant Certification or other related education preferred.
• Familiarity with electronic medical record (EMR) systems, with EPIC experience strongly preferred.
• Bilingual skills in Spanish preferred.

Physical Requirements

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Job Summary

Join us and be a part of Trillium-a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. Under the direct supervision of the PSR Lead, the PSR is responsible for performing a variety of non-clinical duties in support of patients, clients, clinic medical providers and other ancillary staff following established methods and procedures.